Technical Account Manager - East Africa
Location: Kenya, Nairobi
Reporting To: VP Enterprise Operations
Reporting To: VP Enterprise Operations
Purpose
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.
Note:
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: therecexpert@gmail.com
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.
