Key Account Manager (KwaZulu - Natal)

At Cell C, we are not just a telecommunications company; we are a people-centric and consumer-focused organization committed to delivering exceptional experiences to our customers. In line with our dedication to customer-centricity, we are seeking a seasoned professional as a Key Account Manager, to join a dynamic team of #Unstoppables.

Purpose of the Job

To be the primary of contact between the enterprise Customer and Cell C through providing continuous support through managing and fostering the Enterprise Customer business requirements both account and service orientated therefore establishing and maintaining an excellent client centric service relationship.

Main Responsibilities

Account Management

• Design and implement strategies for the assigned portfolio of accounts in alignment Cell C
• Meet and exceed stipulated monthly, quarterly and annual revenue targets
• Prepare Key Account plans for the assigned portfolio of accounts
• Identify sales prospects for the assigned portfolio of accounts
• Provide customers with product and service information
• Manage and maintain account plans for the allocated portfolio of accounts
• Keep abreast of and pursue opportunities to tender and increase sales within the allocated portfolio of accounts
• Maintain a thorough knowledge of commercial terms of agreements and manage and grow commercial relationships within the allocated portfolio of accounts
• Own, deliver, manage and monitor performance and relationships with key decision makers and influencers within the scope of the assigned portfolio of accounts
• Identify, initiate and nurture relationships with prospects and existing accounts over the phone, via email and in person as appropriate
• Maintains contact with all clients in the defined territory to ensure high levels of client satisfaction
• Identify at-risk clients, resolve conflicts and advise them until they success with product or service
• Partner with streams that contribute to Enterprise Customer accounts to define a strategic plan and execute high-performance client management strategies and plans

Delivery Management

• Manage all aspects related to the engagement between the Enterprise Customer’s and Cell C
• Manage/maintain the service, technical & operational relationship between Cell C and the assigned Enterprise Customers
• Manage information flow to the Enterprise Customer
• Manage all aspects related to the engagement between the Enterprise Customer’s and Cell C
• Manage/maintain the service, technical & operational relationship between Cell C and the assigned Enterprise Customers
• Accountable for the day to day operational and service relationship between Cell C and Enterprise Customers
• Responsible for project delivery by being the single point of contact between the assigned Enterprise Customers and Cell C for related products and/or services
• Ensure contractual timelines are met
• Establish and evaluate Key Performance Indicators for any service and/or operational metrics
• Present SLA to key stakeholders and consistently meets deadlines

Operations Management

• Drive efficiencies, service management workflow enhancements, service request template updates/enhancements and operational effectiveness within the operations environment that will benefit Enterprise Customers
• Ensure Enterprise Customers are always supported and operational
• Provide regular feedback to Enterprise Customer regarding the status of each business requirement, as per SLA
• Assist the respective outsource partner to define Support and Service Level Agreement’s (SLAs)
• Ensure the creation and establishment of processes required to manage the Cell C and Enterprise Customer relationship e.g., demand management, service management, partner satisfaction, change control, fault, and incident management and Enterprise Customer engagement
• Drive continues improvements across the Cell C and with the Enterprise Customers
• Recommend enhancements to existing policies, processes and services
• Drive the uptake of new products and/or services offered to the Enterprise Customers
• Ensure timely delivery of reports, invoicing and pricing to the assigned Enterprise Customers as defined within guidelines of the mutually agreed operations manuals and the governing agreements
• Ensure completeness and quality of business requirements from Enterprise Customers and related documentations pertaining to new initiatives
• Interact with internal departments to schedule implementations
• Respond to customer requests timeously
• Identify, research, and resolve customer issues and queries
• Attend to and resolve customer inquiries as soon as possible
• Resolve billing issues, misapplied payments, etc. and recommend process improvements where necessary
• Manage account services through quality checks and other follow-up

Continuous Improvement

• Evaluate requirements and change requests to determine how best to accommodate the requirement
• Ensure sound technical product knowledge to be able to identify the specific technical expertise required to execute requirements
• Identify / mitigate risks to Enterprise Customer’s and Cell C operations
• As requested, Chair Account and Operational meetings with the required Enterprise Customer and Cell C stakeholders
• Facilitate resolution of escalated service issues, operational issues / concerns to expedite resolutions through the correct channels
• Provide feedback to the assigned Enterprise Customers on progress of new initiatives, service performance, open service tickets as per the SLA timeframes defined in the mutually agreed operations manuals
• Monitor/track processes against respective process performance baselines, identify gaps and provide improvement suggestions by means of reference to the Service Assurance and Operations manuals
• Identify and resolve client concerns and queries
• Set objectives and targets for the assigned portfolio of accounts for acquisition, retention and profitability

Report Generation

• Report on service and operational performance
• Prepare cost tracking and variation reports
• Prepare service ticket tracking and variation reports
• Make recommendations for budget-affecting change requests

Perform any other Related duties as requested by Management

• Product Management and lead such when required
• Support deliverables and initiatives pertaining to SteerCo for Enterprise Business, Project SteerCo Executive SteerCo, Onboarding SteerCo, Marketing, Sales Support

Minimum Qualification

• Bachelor’s degree in business management/ administration, or Finance, or Sales, or related field

Experience

• 6 - 8 years overall relevant experience in key account management, specifically with respect to managing resources and project teams (matrix of internal and 3rd party vendor) and customer relationship management with proven success
• Public Enterprise experience would be advantageous
• Minimum 3-5 years ICT experience
• Telecommunications Industry exposure essential
• Strategic Key Account Management, Strategic Sales Management, Business Development, Project Management and Operational Management

Pre-requisites

• Own vehicle, driver’s license, willing to travel out of the region

"Cell C is an equal opportunities employer, committed to fostering a diverse and inclusive workplace where all employees are treated fairly and with respect, regardless of race, gender, age, disability, or any other protected characteristic."