Strategic Account Manager for Complex ICT Solutions
6 days ago
We are a leading provider of innovative ICT solutions, dedicated to delivering exceptional service and value to our clients.
Job Description:As a Senior Specialist Customer Value Management at AFRIZAN, you will be responsible for managing high-profile customer accounts and ensuring service excellence. This role requires a seasoned Service Management professional with a passion for driving customer satisfaction and retention.
You will act as the single point of contact for customer issues, facilitating delivery, service management, and contract retention. Your key responsibilities will include engaging with senior and executive-level stakeholders to ensure strategic alignment and rapid incident resolution.
In this role, you will proactively identify and implement improvements to enhance customer experience within complex network and IT environments. You will maintain customer satisfaction (CSAT) scores above 85%, ensuring prompt follow-ups on poor service instances.
Ideal Candidate:- 12+ years in the ICT sector, with at least 6 years in the telco industry
- 10 years of relationship management experience, engaging with customers at all levels
- 5 years of contract and SLA management, ideally within complex outsource accounts
- A formal IT/Networking qualification (3-year Diploma/Degree), Project Management certification, and ITIL v3 certification
Please note that we are an equal opportunities employer and welcome applications from diverse candidates. All positions will be filled in accordance with our Employment Equity plan.
If you do not receive feedback within two weeks of your application, please consider it unsuccessful. We encourage people with disabilities to apply and look forward to reviewing your application.
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