Account Manager - Partner.Commercial Operations SA

<p><strong>Account Manager - Partnerships (Cape Town)</strong></p><p>&nbsp;</p><p><strong>Mission/ Core purpose of the Job:</strong></p><p>Support and assist the Sales Manager with the implementation and management of operational and promotional plans within assigned accounts, ensuring effective delivery and support of strategy and macro-plans as defined by the Key Account Manager.</p><p><strong>Context:</strong></p><ul><li>Fast moving industry with constantly changing business requirements and technologies</li><li>Fluid complexities of customer expectations and demands</li><li>Highly competitive market with new and established competitors and aggressive competitor strategy and delivery</li><li>Highly dynamic and fluctuating Telecommunications and ISP industry</li><li>Total customer experience for MTN brand</li><li>Constantly changing consumer and market needs</li><li>Market dynamics and developments</li><li>MTN policies, processes and procedures</li><li>Regulatory industry norms govern MTN and partners</li><li>Highly pressurized, deadline-driven environment</li><li>Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks</li><li>Participative environment – highly diverse and team-focused</li></ul><p><strong>Minimum Requirements</strong></p><p><strong>Education:</strong></p><ul><li>Minimum of 3 year Degree / Diploma in Commerce ( Sales / Financial /Marketing / Communication) or related</li></ul><p><strong>Experience:</strong></p><ul><li>At least 3 years of experience in the telecoms industry</li><li>Experience in Account Management is essential, preferably in fast moving industry</li><li>ICT Experience (GSM) is preferable</li><li>Minimum of 3 years’ experience in a area of specialisation; with experience in supervising others</li><li>Experience working in a medium organization</li></ul><p><strong>Training:</strong></p><ul><li>Products and Services</li><li>Telecommunications</li><li>GSM technology</li><li>Contract appreciation and business-related courses</li></ul><p><strong>Key Performance Areas:</strong></p><p><strong>Key Tasks:</strong></p><p><strong>Input into Operational Planning</strong></p><ul><li>Provide input into operational and promotional planning which will ensure revenue growth within an allocated portfolio of accounts.</li><li>Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.</li><li>Recommend ways to exploit new opportunities to grow the business further</li><li>Provide input into the fine tuning of processes, systems and support in line with changing work practices.</li></ul><p><strong>Account Management</strong></p><ul><li>Maintain a thorough knowledge of commercial terms of agreements and manage and grow commercial relationships within assigned portfolio of accounts.</li><li>Carry out commercial relationship obligations (or assist into) within allocated portfolio of accounts, after commercial agreements are concluded.</li><li>Assist with the management and maintenance of account and promotional plans for an assigned portfolio of accounts.</li><li>Provide assistance with the end-to-end management of sub-portions of the RSM’s accounts under the RSM’s supervision.</li><li>Manage one or more allocated accounts in line with regional / channel strategy and macro-plans as defined by the channel / sub-channel / regional managers.</li><li>Resolve escalated issues or escalate as appropriate.</li><li>Implement innovative promotional activities in line with Marketing and channel objectives, requirements and guidelines.</li><li>Increase MTN’s Brand presence continuously by increasing MTN influence within the allocated portfolio of accounts.</li><li>Provide input into the forecasting of acquisition numbers, retention numbers and stock required for the allocated portfolio of accounts.</li><li>Liaise with relevant areas to ensure delivery of SLA for the assigned portfolio of accounts (e.g. supply chain, billing, etc).</li><li>Support in the identification of P&amp;S information and training requirements for staff within allocated portfolio of accounts and liaise with Marketing and Training to ensure provision of effective information and training as required.</li><li>Provide regular feedback on competitive threats to MTN business and advice on product/service enhancement requirements.</li><li>Provide feedback on MTN’s risk exposure regarding the financial performance of the allocated portfolio of accounts and provide recommendations as appropriate.</li><li>Prepare reports on account performance as required.</li></ul><p><strong>Customer Service and Satisfaction</strong></p><ul><li>Build and maintain solid relationships with all stakeholders.</li><li>Provide on-going support to existing accounts and work actively towards creating new profitable revenue streams through new accounts.</li><li>Ensure all customer queries are attended to and resolved within agreed SLA’s.</li><li>Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product.</li><li>Consider the implications of actions to be taken for the customer / the effect of actions on the customer.</li><li>Provide advice on the best approach to reach the best results.</li></ul><p><strong>Quality Control</strong></p><ul><li>Utilize sound practices that comply with best practice, legislation or other regulations / parameters / guidelines.</li><li>Maintain quality standards that will enhance the customer experience and cost efficiency.</li><li>Work consistently according to standard operating procedures.</li><li>Analyse situations and take necessary action to ensure quality is maintained.</li><li>Seek feedback from clients/ stakeholders and continuously seeks ways of improving on quality and customer service standards.</li></ul><p><strong>Supervisory / Leadership / Managerial Tasks:</strong></p><ul><li>Adopt a customer centric approach</li><li>Build employee relations and collaborative teamwork</li><li>Build professionalism, loyalty and commitment to the organization</li><li>Communicate actively and effectively resolving any potential conflicts that may arise</li><li>Have the self insight and flexibility to adapt to different situations</li><li>Live the MTN Brand – change and influence employees behaviour</li></ul><p><strong>Competencies</strong></p><p><strong>Skills / physical competencies:</strong></p><ul><li>Planning skills – plan, prioritise, resource allocation and deliver on time</li><li>Analytical skills – weighing up the pro’s and con’s; making sense of information</li><li>Computer literate</li><li>Problem solving skills</li><li>Conflict management skills</li><li>Communication skills</li><li>Negotiation skills</li><li>Presentation skills</li><li>Ability to meet deadlines</li><li>Project management skills</li><li>Business acumen</li><li>Presentation Skills</li></ul><p><strong>Behavioural qualities:</strong></p><ul><li>Assertive – being tough when necessary without fear or favour</li><li>Courage and conviction – challenging the status quo and breaking down silo barriers to performance, and overcoming resistance to change</li><li>Resilience – to repeatedly challenge despite setbacks and resistance</li><li>Proactivity / initiative – to introduce ongoing changes to maximise productivity and influence the future</li><li>Focused and priority driven – staying focused amidst the multiple demands and expectations</li><li>Innovative</li><li>Customer centricity</li><li>Accuracy and attention to detail</li><li>Decisive and action-oriented</li><li>Diplomacy and tact</li><li>Relationship builder – strong people focus</li><li>Operate with integrity (high ethics)</li><li>Pressure / stress tolerance</li><li>Consultative</li><li>Perseverance</li><li>Team-orientation</li><li>Ability to take initiative and work both in isolation and be a team player</li><li>High balanced leadership</li><li>Relationship building both internal and external</li><li>Integrity</li><li>Effective Communicator.</li><li>Ability to handle fast pace and rapid change in a consultative manner</li></ul><p><strong>KPA Quality Standards/ Measures (KPI’S for job)</strong></p><ul><li>Achievement of sales, retention, customer development and revenue targets for the assigned accounts</li><li>Accurate forecasting of acquisition numbers, retention numbers and stock required within assigned accounts</li><li>Customer satisfaction index</li><li>CMAT targets</li><li>Achievement of customer and internal KPA’s</li><li>Timely reporting and the accuracy thereof</li><li>Implementation of operational and promotional plans</li></ul>