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Technical Account Manager (East Africa) Job in Nairobi Kenya

Technical Account Manager - East Africa
Location: Kenya, Nairobi

Reporting To: VP Enterprise Operations

The individual will provide technical service and support to existing and new customers ensuring all queries are managed and resolved within the signed SLA’s. 

The incumbent will also be responsible for ensuring that the product strategy the Enterprise business unit is met through the execution of tactical plans, meeting of deadlines and facilitating collaboration between different departmental stakeholders.

Key Responsibility Areas:   
  • Provide input to the scope of Enterprise projects in East Africa in the light of (functionality), technical enhancements.
  • Introduce structure, process and tools to manage the impact of customer effecting changes.
  • Strive to continuously stabilizing the current business accounts through provision of account management support.
  • Anticipate problems and apply pro-active problem resolution skills to address such.
  • Ensure that strong customer relationship is built through on-time, quality service delivery, resulting in cross sell and upsell opportunities for the business.
  • Forecast, target & identify winnable growth opportunities within existing business portfolio in East Africa.
  • Document and organize processes, information, and customer data for storage and presentation to the customer. Including but not limited to issue resolution plans, internal status updates, customer case updates, customer specific field processes, and customer profiles.
  • May participate, as needed, as a technical expert in the pre-sales qualification and assist with the delivery of tactical plans that will be a delivered in the engagement.
  • Report against SLA compliance and ensure that superior customer service levels are maintained at all times.
  • Produce monthly reports and timesheets on all activities undertaken.
  • Provide regular feedback on correspondence with existing customers, to ensure that VP Operations are briefed at all times. 
Core Competencies:    
  • Understanding the Enterprise products and services.
  • Experience in computer repairs & troubleshooting: hardware & software.
  • Ability to learn and understand: new products, software technologies and applications.
  • To have a proven track record of delivering projects on time, within budget and as per the scope and quality requirements defined by the business owners.
  • Must have an astute understanding of the international wireless/mobile messaging industry, players, products, and direction of the market.
  • Excellent communication skills are important, candidates will be required to operate across multiple functional areas (engineering, operations, sales, and marketing).
General Competencies:    
  • Motivated by delivering excellence.
  • Identifies and effectively responds to the diverse needs of customers and employees.
  • Able to work reliably and responsibly with internal and external colleagues, demonstrating cross-functional working and encouraging and supporting others to achieve project and organisational goals.
  • Able to manage activities, resources and issues, with the ability to identify and manage contingencies and risks.
Experience and Education:    
  • Business to business experience
  • Knowledge of the mobile messaging & Telecommunications market
  • Technically adept, demonstrated ability to understand sales process, operations and related technologies.
  • Experience in business process re-engineering or improvement would be beneficial
  • A minimum 5 years’ experience in technical account management
  • A minimum 3 years’ experience in the Telecommunications industry
  • A minimum 3 years’ experience in project management
  • Industry recognized project management qualification.
  • Internationally recognised tertiary qualification preferably IT, Computer Science, Business Science/Management/Commerce etc.
Special Requirements:
  • Regular and on time attendance.
  • After hours availability if required.
  • Perform on-call duties if required.

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily.  

The requirements listed above are representative of the knowledge; skill and or ability required and are not intended to be an exhaustive list of all duties and responsibilities associated with this job.

You will be required to perform all reasonable duties assigned to you or related or incidental to the proper completion of your job tasks;
During a colleague’s leave of absence from the company or during month end or peak business periods, you may be required to perform other job tasks upon reasonable request from your line manager.
Relocation costs (if applicable) will be for own account.
Applicants should email their applications attaching detailed curriculum vitae, clearly indicating why they are interested in and qualified for the position and the names of three referees who can provide confidential assessment of their capabilities. 

All communications relating to applications for this position should be addressed to: 

Applications should be received by 05th July 2013. 

Only shortlisted candidates will be contacted. 

On the subject matter of the email please indicate the position you are applying for.

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