Cell C is currently recruiting for a Key Account Manager: Wholesale Business to join our dynamic team.<\/p>\n
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Job Title: Key Account Manager: Wholesale Business<\/strong> Job Summary:<\/strong> Main Responsibilities:<\/strong>
\nJob Title:<\/strong> Permanent<\/p>\n
\nDuties & Responsibilities:<\/strong>
\nTo 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.<\/p>\n
\nAccount Management:<\/strong>
\n\u00b7 Design and implement strategies for the assigned portfolio of accounts in alignment Cell C.
\n\u00b7 Meet and exceed stipulated monthly, quarterly and annual revenue targets.
\n\u00b7 Prepare Key Account plans for the assigned portfolio of accounts
\n\u00b7 Identify sales prospects for the assigned portfolio of accounts Provide customers with product and service information.
\n\u00b7 Manage and maintain account plans for the allocated portfolio of accounts.
\n\u00b7 Keep abreast of and pursue opportunities to tender and increase sales within the allocated portfolio of accounts.
\n\u00b7 Maintain a thorough knowledge of commercial terms of agreements and manage and grow commercial relationships within the allocated portfolio of accounts.
\n\u00b7 Own, deliver, manage and monitor performance and relationships with key decision makers and influencers within the scope of the assigned portfolio of accounts.
\n\u00b7 Identify, initiate and nurture relationships with prospects and existing accounts over the phone, via email and in person as appropriate
\n\u00b7 Maintains contact with all clients in the defined territory to ensure high levels of client satisfaction
\n\u00b7 Identify at-risk clients, resolve conflicts and advise them until they success with product or service
\n\u00b7 Partner with streams that contribute to MVNO accounts to define a strategic plan and execute high performance client management strategies and plans for MVNO\u2019s
\nDelivery Management
\n\u00b7 Manage all aspects related to the engagement between the MVNO\u2019s and Cell C.
\n\u00b7 Manage\/maintain the service, technical & operational relationship between Cell C and the assigned MVNOs.
\n\u00b7 Manage information flow to the MVNO where the MVNO is entitled to such.
\n\u00b7 Manage all aspects related to the engagement between the MVNO\u2019s and Cell C.
\n\u00b7 Manage\/maintain the service, technical & operational relationship between Cell C and the assigned MVNOs.
\n\u00b7 Manage information flow to the MVNO where the MVNO is entitled to such.
\n\u00b7 Accountable for the day to day operational and service relationship between Cell C and MVNOs by supporting and assisting the MVNOs
\n\u00b7 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.
\n\u00b7 Ensure contractual timelines are met
\n\u00b7 Establish and evaluate Key Performance Indicators for any service and\/or operational metrics
\n\u00b7 Present SLA to key stakeholders and consistently meets deadlines.
\nOperations Management
\n\u00b7 Drive efficiencies, service management workflow enhancements, service request template updates\/enhancements and operational effectiveness within the operations environment that will benefit MVNOs.
\n\u00b7 Manage and\/or communicate to the respective operations team to ensure that the MVNOs meet their operational targets and SLAs.
\n\u00b7 Ensure MVNOs are always supported and operational
\n\u00b7 Provide regular feedback to MVNO regarding the status of each business requirement, as per SLA
\n\u00b7 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
\n\u00b7 Prepare internal and external Service Level reports
\n\u00b7 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.
\n\u00b7 Assist the respective outsource partner to define Support and Service Level Agreement\u2019s (SLAs).
\n\u00b7 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
\n\u00b7 Drive continues improvements across the Cell C and with the MVNOs
\n\u00b7 Recommend enhancements to existing policies, processes and services.
\n\u00b7 Drive the uptake of new products and\/or services offered to the MVNOs by the wholesale service delivery portfolio.
\n\u00b7 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.
\n\u00b7 Ensure knowledge management by taking an active role in project management of MVNO
\n\u00b7 Participate in project estimating \/ planning processes
\n\u00b7 Facilitate & communicate project and\/or requirement changes and related impacts (scope, cost, time)
\n\u00b7 Ensure completeness and quality of business requirements from MVNOs and related documentations pertaining to new initiatives.
\n\u00b7 Track success of above-mentioned improvement suggestions
\n\u00b7 Drive the wholesale billing reconciliations and enquiries from MVNOs to ensure timeous resolution, correct resolution and customer satisfaction for each separate query.
\n\u00b7 Interact with internal departments to schedule implementations
\n\u00b7 Respond to customer requests timeously
\n\u00b7 Identify, research, and resolve customer issues and queries
\n\u00b7 Follow-up on customer inquiries not immediately resolved and follow through
\n\u00b7 Resolve billing issues, misapplied payments, etc. and recommend process improvements where necessary
\n\u00b7 Manage account services through quality checks and other follow-up.
\nContinuous Improvement
\n\u00b7 Evaluate requirements and change requests to determine how best to accommodate the requirement.
\n\u00b7 Ensure sound technical product knowledge to be able to identify the specific technical expertise required to execute requirements.
\n\u00b7 Identify \/ mitigate risks to MVNOs and Cell C operations.
\n\u00b7 Ensure quality management across all activities within the wholesale portfolio specific to the assigned MNVOs.
\n\u00b7 Monitor the assigned MVNO change requests to ensure compliance with the change management process and ensure partner confidentiality is maintained.
\n\u00b7 Provide high level feedback and progress reporting to the assigned MVNO Steercom and line management.
\n\u00b7 As requested, Chair Operational meetings with the required MVNO and Cell C stakeholders.
\n\u00b7 Communicate risks associated with operational changes to the MVNO Steercom and their line management
\n\u00b7 Ensure timeous drafting, implementation and frequent maintaining of operational manuals.
\n\u00b7 Facilitate resolution of escalated service issues, operational issues \/ concerns to expedite resolutions through the correct channels.
\n\u00b7 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.
\n\u00b7 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
\n\u00b7 Identify and resolve client concerns and queries
\n\u00b7 Set objectives and targets for the assigned portfolio of accounts for acquisition, retention and profitability.
\nReport Generation
\n\u00b7 Report on service and operational performance
\n\u00b7 Prepare cost tracking and variation reports
\n\u00b7 Prepare service ticket tracking and variation reports
\n\u00b7 Make recommendations for budget-affecting change requests
\n\u00b7 Perform any other Related duties as requested by Management\u00b7 Product Management and lead such when required.
\n\u00b7 Support deliverables and initiatives pertaining to SteerCo for Wholesale, Project SteerCo Executive SteerCo, Onboarding SteerCo, Marketing, Sales Support<\/p>\n