Purpose of the Job:<\/p>\n
\tTo 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.<\/p>\n
Account Management<\/p>\n
\tDesign and implement strategies for the assigned portfolio of accounts in alignment Cell C
\n\tMeet and exceed stipulated monthly, quarterly and annual revenue targets
\n\tPrepare Key Account plans for the assigned portfolio of accounts
\n\tIdentify sales prospects for the assigned portfolio of accounts Provide customers with product and service information
\n\tManage and maintain account plans for the allocated portfolio of accounts
\n\tKeep abreast of and pursue opportunities to tender and increase sales within the allocated portfolio of accounts
\n\tMaintain a thorough knowledge of commercial terms of agreements and manage and grow commercial relationships within the allocated portfolio of accounts
\n\tOwn, deliver, manage and monitor performance and relationships with key decision makers and influencers within the scope of the assigned portfolio of accounts
\n\tIdentify, initiate and nurture relationships with prospects and existing accounts over the phone, via email and in person as appropriate
\n\tMaintains contact with all clients in the defined territory to ensure high levels of client satisfaction
\n\tIdentify at-risk clients, resolve conflicts and advise them until they success with product or service
\n\tPartner with streams that contribute to Enterprise Customer accounts to define a strategic plan and execute high performance client management strategies and plans<\/p>\n
Delivery Management<\/p>\n
\tManage all aspects related to the engagement between the Enterprise Customer\u2019s and Cell C
\n\tManage\/maintain the service, technical & operational relationship between Cell C and the assigned Enterprise Customers
\n\tManage information flow to the Enterprise Customer
\n\tManage all aspects related to the engagement between the Enterprise Customer\u2019s and Cell C
\n\tManage\/maintain the service, technical & operational relationship between Cell C and the assigned Enterprise (SME\/SMME) & Public Sector Customers
\n\tAccountable for the day to day operational and service relationship between Cell C and Enterprise Customers
\n\tResponsible for project delivery by being the single point of contact between the assigned Enterprise Customers and Cell C for related products and\/or services
\n\tEnsure contractual timelines are met
\n\tEstablish and evaluate Key Performance Indicators for any service and\/or operational metrics
\n\tPresent SLA to key stakeholders and consistently meets deadlines<\/p>\n
Operations Management<\/p>\n
\tDrive efficiencies, service management workflow enhancements, service request template updates\/enhancements and operational effectiveness within the operations environment that will benefit Enterprise Customers
\n\tEnsure Enterprise Customers are always supported and operational
\n\tProvide regular feedback to Enterprise Customer regarding the status of each business requirement, as per SLA
\n\tAssist the respective outsource partner to define Support and Service Level Agreement\u2019s (SLAs)
\n\tEnsure 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
\n\tDrive continues improvements across the Cell C and with the Enterprise Customers
\n\tRecommend enhancements to existing policies, processes and services
\n\tDrive the uptake of new products and\/or services offered to the Enterprise Customers
\n\tEnsure 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
\n\tEnsure completeness and quality of business requirements from Enterprise Customers and related documentations pertaining to new initiatives
\n\tInteract with internal departments to schedule implementations
\n\tRespond to customer requests timeously
\n\tIdentify, research, and resolve customer issues and queries
\n\tAttend to and resolve customer inquiries as soon as possible
\n\tResolve billing issues, misapplied payments, etc. and recommend process improvements where necessary
\n\tManage account services through quality checks and other follow-up<\/p>\n
Continuous Improvement<\/p>\n
\tEvaluate requirements and change requests to determine how best to accommodate the requirement
\n\tEnsure sound technical product knowledge to be able to identify the specific technical expertise required to execute requirements
\n\tIdentify \/ mitigate risks to enterprise customers and Cell C operations
\n\tAs requested, Chair Account and Operational meetings with the required Enterprise Customer and Cell C stakeholders
\n\tFacilitate resolution of escalated service issues, operational issues \/ concerns to expedite resolutions through the correct channels
\n\tProvide 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
\n\tMonitor\/track processes against respective process performance baselines, identify gaps and provide improvement suggestions by means of reference to the Service Assurance and Operations manuals
\n\tIdentify and resolve client concerns and queries
\n\tSet objectives and targets for the assigned portfolio of accounts for acquisition, retention and profitability<\/p>\n
Report Generation<\/p>\n
\tEvaluate requirements and change requests to determine how best to accommodate the requirement
\n\tEnsure sound technical product knowledge to be able to identify the specific technical expertise required to execute requirements
\n\tIdentify \/ mitigate risks to enterprise customers and Cell C operations
\n\tAs requested, Chair Account and Operational meetings with the required Enterprise Customer and Cell C stakeholders
\n\tFacilitate resolution of escalated service issues, operational issues \/ concerns to expedite resolutions through the correct channels
\n\tProvide 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
\n\tMonitor\/track processes against respective process performance baselines, identify gaps and provide improvement suggestions by means of reference to the Service Assurance and Operations manuals
\n\tIdentify and resolve client concerns and queries
\n\tSet objectives and targets for the assigned portfolio of accounts for acquisition, retention and profitability<\/p>\n
Perform any other Related duties as requested by Management<\/p>\n
\tProduct Management and lead such when required.
\n\tSupport deliverables and initiatives pertaining to SteerCo for Enterprise Business, Project SteerCo Executive SteerCo, Onboarding SteerCo, Marketing, Sales Support<\/p>\n
Minimum Qualification<\/p>\n
\tBachelor\u2019s degree in business management\/ administration, or Finance, or Sales, or related field<\/p>\n
Experience<\/p>\n
\t6 – 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
\n\tMinimum 3-5 years ICT experience
\n\tTelecommunications Industry exposure essential
\n\tStrategic Key Account Management, Strategic Sales Management, Business Development, Project Management and Operational Management in the Enterprise (SME\/SMME) and Public Sector<\/p>\n
Pre-requisites<\/p>\n
\tOwn vehicle, driver\u2019s license, willing to travel out of the region<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
www.linkedin.com<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/www.linkedin.com","_company_name":"Cell C","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"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\u00ae has netted three Standard Bank Top Women Awards.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":{"0":"post-31381","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-gauteng","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/31381","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=31381"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=31381"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=31381"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}