Safaricom Jobs: Sector Relationship Manager

Safaricom Business Sales Department within Commercial Division is responsible for growing and retaining data revenue and delivery of total communications solutions to small, medium and large enterprises. To build on the existing team of professionals, the division is looking to fill the following position.
Sector Relationship Manager
Ref: SBS – SRM– MAY10
Reporting to the Safaricom Business Service Manager, the job holder will be responsible for ensuring revenue retention within a specific sector / group of corporate accounts, managing and exceeding agreed service levels (SLA’s) as well as helping grow revenue from existing base through pro-active service upgrade management and consultation.
The job holder’s key responsibilities will be to:
  • Identify growth opportunities and up-selling and cross – selling potential within existing client base;
  • Provide leadership for customers in understanding business objectives and recommend business solutions to achieve those goals;
  • Develop strong relationships with customers to maintain ongoing revenue stream;
  • Primary point of contact of  sector (s) maintaining continuous proactive dialogue with clients to ensure that their needs are being met;

  • Coordinate with internal departments to deliver services required to meet customers expectations;
  • Managing and updating the DMU (Decision Making Unit) contacts list;
  • Manage Corporate Service experience on an end to end basis;
  • Coordinate Service desk (Helpdesk)  services to efficiently support accounts under management – billing, incident reporting;
  • Coordinate with Network Operation Centre to deliver services to accounts under management;
  • Continuously work to refine internal process to deliver customer services more efficiently and effectively;
  • Manage staff and resources allocated through effective monitoring of performance.
The ideal candidate should possess the following skills and competencies:
  • Bachelor of Commerce Degree or any other appropriate Business Degree
  • At least 5 years working experience preferably with exposure in Key Account management or Corporate Relationship Management for blue chip corporate clients;
  • Commercially savvy with detailed understanding of the technologies Safaricom is selling and issues that typically arise;
  • Industry certifications (ITIL Foundation, MCP/MCSE, CCNA etc) added advantage
  • Good knowledge of project management concepts;
  • Relevant knowledge and experience in an IT/Technical Support function is an added advantage
  • Good interpersonal skills with Technical and non-Technical customer interfacing skills;
  • Commercially orientated with a desire to increase revenues and profitability of the business and driving up customer delight indexes;
  • Highly results and performance oriented with excellent communications and presentation skills;
  • Excellent team player with good leadership and coaching skills;
  • Confident, intelligent, presentable, highly organized and conscientious.
If you meet the above requirements and are self driven, proactive and up to the challenge, please send your resume and application letter quoting the job reference number to the address below. All applications must be delivered on or before Tuesday 18th May 2009.
The Senior Manager – Talent Acquisition
Safaricom Limited
Via email to: hr@safaricom.co.ke