Cell C Ltd Recent Job Recruitment – Apply Now!

Cell C is currently recruiting for a Key Account Manager: Wholesale Business to join our dynamic team.

Job Title: Key Account Manager: Wholesale Business
Job Title: Permanent

Job Summary:
Duties & Responsibilities:
To be the primary of contact between the MVNO and Cell C through providing continuous support through managing and fostering the MVNO business requirements both account and service orientated therefore establishing and maintaining an excellent client centric service relationship.

Main Responsibilities:
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 MVNO accounts to define a strategic plan and execute high performance client management strategies and plans for MVNO’s
Delivery Management
· Manage all aspects related to the engagement between the MVNO’s and Cell C.
· Manage/maintain the service, technical & operational relationship between Cell C and the assigned MVNOs.
· Manage information flow to the MVNO where the MVNO is entitled to such.
· Manage all aspects related to the engagement between the MVNO’s and Cell C.
· Manage/maintain the service, technical & operational relationship between Cell C and the assigned MVNOs.
· Manage information flow to the MVNO where the MVNO is entitled to such.
· Accountable for the day to day operational and service relationship between Cell C and MVNOs by supporting and assisting the MVNOs
· Responsible for project delivery by being the single point of contact between the assigned MVNOs and Cell C for MVNO 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 MVNOs.
· Manage and/or communicate to the respective operations team to ensure that the MVNOs meet their operational targets and SLAs.
· Ensure MVNOs are always supported and operational
· Provide regular feedback to MVNO regarding the status of each business requirement, as per SLA
· Provide Service management support including internal and external SLA reporting requirements, workflow and service template improvements/enhancements and escalations to MVNOs about MVNO open service tickets
· Prepare internal and external Service Level reports
· Conduct and analyse quarterly SLA results, business satisfaction surveys/results with the assigned MVNOs to gain feedback on actual performance, perceptions of services, service levels met or not met and quality of deliverables.
· 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 MVNO relationship e.g., demand management, service management, partner satisfaction, change control, fault, and incident management and MVNO engagement
· Drive continues improvements across the Cell C and with the MVNOs
· Recommend enhancements to existing policies, processes and services.
· Drive the uptake of new products and/or services offered to the MVNOs by the wholesale service delivery portfolio.
· Ensure timely delivery of reports, invoicing and pricing to the assigned MVNOs as defined within guidelines of the mutually agreed operations manuals and the governing agreements.
· Ensure knowledge management by taking an active role in project management of MVNO
· Participate in project estimating / planning processes
· Facilitate & communicate project and/or requirement changes and related impacts (scope, cost, time)
· Ensure completeness and quality of business requirements from MVNOs and related documentations pertaining to new initiatives.
· Track success of above-mentioned improvement suggestions
· Drive the wholesale billing reconciliations and enquiries from MVNOs to ensure timeous resolution, correct resolution and customer satisfaction for each separate query.
· Interact with internal departments to schedule implementations
· Respond to customer requests timeously
· Identify, research, and resolve customer issues and queries
· Follow-up on customer inquiries not immediately resolved and follow through
· 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 MVNOs and Cell C operations.
· Ensure quality management across all activities within the wholesale portfolio specific to the assigned MNVOs.
· Monitor the assigned MVNO change requests to ensure compliance with the change management process and ensure partner confidentiality is maintained.
· Provide high level feedback and progress reporting to the assigned MVNO Steercom and line management.
· As requested, Chair Operational meetings with the required MVNO and Cell C stakeholders.
· Communicate risks associated with operational changes to the MVNO Steercom and their line management
· Ensure timeous drafting, implementation and frequent maintaining of operational manuals.
· Facilitate resolution of escalated service issues, operational issues / concerns to expedite resolutions through the correct channels.
· Provide feedback to the assigned MVNOs on progress of new initiatives, service performance, open service tickets assigned back to MVNOs, operational matters and concerns 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
· Report on service and operational performance
· Prepare cost tracking and variation reports
· Prepare service ticket tracking and variation reports
· Make recommendations for budget-affecting change requests
· Perform any other Related duties as requested by Management· Product Management and lead such when required.
· Support deliverables and initiatives pertaining to SteerCo for Wholesale, Project SteerCo Executive SteerCo, Onboarding SteerCo, Marketing, Sales Support

Desired Experience & Qualification:
Qualifications:
· Minimum of a Bachelor’s degree in Business Management/ Administration, or Finance, or Sales, or related field.
Experience
· 6 – 8 years overall relevant experience as 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

To Apply:

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