Website Cell C
At Cell C, we know that because change is inevitable, growth is up to us. While some see change as taking a step back, we see it as a chance to take two steps forward. We believe in embracing change, willing it and being it. That is why since 1999, Cell C Limited has been a proudly South African Lev… read moreel 2 BBBEE customer-first mobile operator that promotes digital inclusion to enhance lives. As an enabler committed to bridging the digital divide in South Africa and ensuring that everyone enjoys the benefits of a modern connected world, we strive to give you world-class products and services to help you change your world. In 2020, we ranked the 19th Most Valuable South African brand in the BrandZ analysis, and as a testament to our focus on service excellence, we have won the 2018/2019 Ask Afrika Orange Index Award. We are committed to playing our part in transforming our society through education, gender empowerment, and digital inclusion initiatives. Our commitment to gender empowerment through our flagship programme Take A Girl Child To Work Day® has netted three Standard Bank Top Women Awards.
Purpose of the Job:
To be the primary 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.
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 (SME/SMME) & Public Sector 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 customers 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
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 customers 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
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 Management experience critical, specifically with respect to managing resources and project teams (matrix of internal and 3rd party vendor) and customer relationship management with proven success
Minimum 3-5 years ICT experience
Telecommunications Industry exposure essential
Strategic Key Account Management, Strategic Sales Management, Business Development, Project Management and Operational Management in the Enterprise (SME/SMME) and Public Sector
Pre-requisites
Own vehicle, driver’s license, willing to travel out of the region
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