Account Manager

Mission/ Core purpose of the Job : (Short description)

The purpose of this role as Account Manager is to focus on hunting for new sales revenue in the region and handover to farmer Account Manager. The role also aims to achieve MTN’s growth, profitability and market share in the region.

Context: (Global influences, environmental / industry demands, organisational mission, etc.)

• Fast moving industry with constantly changing business requirements and technologies
• Fluid complexities of customer expectations and demands
• Highly competitive market with new and established competitors and aggressive competitor strategy and delivery
• Highly dynamic and fluctuating Telecommunications and ISP industry
• Total customer experience for MTN brand
• Constantly changing consumer and market needs
• Market dynamics and developments
• MTN policies, processes and procedures
• Regulatory industry norms govern MTN and partners
• Highly pressurized, deadline-driven environment
• Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks
• Participative environment – highly diverse and team-focused

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)

Key Tasks: Indicates those KPA’s that are essential to the position itself. These are normally specific to the incumbent, the job and the function. Excludes role and leadership / management.

Driving Profitable growth for MTN Business

• Achieve new business weekly/ monthly and annual sales targets by managing and targeting new business development opportunities for new customer acquisition to MTN.
• Actively and strategically targeting new business acquisitions
• Opportunity Management through cold calling, lead generation, trade show and effective account acquisition planning (New Logos, Win-back Logos, etc)
• Provide input into operational and promotional planning which will ensure revenue growth within an allocated portfolio of accounts.
• Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
• Recommend ways to exploit new opportunities to grow the business further
• Provide input into the fine tuning of processes, systems and support in line with changing work practices.
• Incentivised to find new business opportunities to increase Incremental Monthly recurring revenues. Once they close the deal they hand it over to a Revenue Quota bearing sales person.

Account management

• Resolve escalated issues or escalate as appropriate.
• Increase MTN’s Brand presence continuously by increasing MTN influence within the allocated portfolio of accounts.
• Provide regular feedback on competitive threats to MTN business and advise on product/service enhancement requirements.
• Prepare reports on account performance as required.
• Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
• Recommend ways to exploit new opportunities to grow the business further. Provide input into the fine tuning of processes, systems and support in line with changing work practices.

Focus on providing exceptional Customer Experience

• Ensure all customer queries are attended to and resolved within agreed SLA’s.
• Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product.
• Consider the implications of actions to be taken for the customer / the effect of actions on the customer.
• Provide advice on the best approach to reach the best results.

Ensuring Appropriate Governance and Quality control Measures

• Utilize sound practices that comply with best practice, legislation or other regulations / parameters / guidelines.
• Maintain quality standards that will enhance the customer experience and cost efficiency.
• Work consistently according to standard operating procedures.
• Analyse situations and take necessary action to ensure quality is maintained.
• Seek feedback from clients/ stakeholders and continuously seek ways of improving on quality and customer service standards.

Project Management

• Develop and drive the execution of agreed projects
• Drive the implementation, tracking, monitoring and compliance of Projects
• Contract management in line with Procurement Policies
• Co-ordinate project reporting
• Ensure effective implementation of the integrated project management model
• Risk management

Business Analysis

• Perform Business Analysis MTN SA Business Analysis in line with the methodology and guidelines
• Identify ways to fine tune policies, processes and systems in line with changing work practices
• Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems
• Design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness
• Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance
• Ensure that benchmarking is conducted with other companies and organizations within and outside the industry.
• Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity
• Identify and implement innovative ways to use minimum resources to achieve maximum outputs

Supervisory / Leadership / Managerial Tasks: Refers to the responsibilities for directing, guiding, motivating and influencing others.

• Adopt a customer centric approach
• Build employee relations and collaborative teamwork
• Build professionalism, loyalty and commitment to the organization
• Communicate actively and effectively resolving any potential conflicts that may arise
• Have the self insight and flexibility to adapt to different situations
• Live the MTN Brand – change and influence employees behaviour

Role Dependencies: Does not refer to the various “roles” that the incumbent has to assume in the conducting of the duties. Instead, this would be additional complexity that should not be inherent in this job, but the incumbent has responsibility for. Example HR Managers having to manage an IT function.

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Lateral Dimensions: These indicate the areas where the individuals could contribute uniquely in addition to the indicated duties, as well as how they could be affected by others or circumstances not necessarily under their control.

Creativities (improvement/innovation inherent) Indicates the potential for improvement and / or innovation inherent in a position.

• Identify and recommend process and system improvements
• Feed information through to relevant areas of the business regarding client needs, opportunities and possibilities to improve processes, technology, quality, customer service and increase profitability
• Strive to automate processes and procedures wherever possible
• Recommend creative and innovative solutions to enhance MTN SA’s performance
• Establish sound relationships with all stakeholders
• Encourage continuous service improvement
• Implement cost-saving activities
• Actively identify new customer opportunities and liaise with relevant management

Vulnerabilities (control span) Refers to the latent difficulties, or things that could potentially go wrong that affect a specific position. Such vulnerabilities may / may not be under the control of the incumbent. Direct implication or first level of impact.

• Ineffective delivery of product and marketing roadmaps and time to market
• Unavailable and/or uncompetitive priced P&S
• Lack of marketing support
• Service levels delivered by other areas/ external partners responsible for delivery of P&S to account customers
• Evolution of technology
• Reliance on the stability and availability of systems
• Non-achievement of turnaround times
• Inappropriate processes resulting in delayed service to clients

Collaboration: Refers to formal and informal relationships

• Responsibility towards: who are they and what do they receive from the incumbent.

• Direct reports: None
• Matrix reports: Resources allocated to special projects from other areas within the business, Support areas of business must be adequately trained and given necessary tools to develop, manage and support the products
• Key customers: MTN SA Enterprise BU Internal departments especially Direct & Indirect Sales Team, Bids Managers, External clients
• Key suppliers: External Suppliers/Partners, Segment Managers in EBU Marketing, Technology and IS departments

Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgement.

Independent thought and Judgment: Relates to the decision-making constraints place upon a position or conversely, the degree of freedom in decision-making. Independent thought and Judgment:

• Recommend new accounts that may be profitable and sustainable
• Execute actions that have been agreed
• Dissemination of information
• Resolution of queries / problems (within parameters set by company policy)

Authorities: Financial and other decision making authorities, e.g. engaging contracts with suppliers.

As per delegated authority

Minimum Requirements - minimum necessary, and not the ideal / preferred should be included.

Education:

Minimum of 3-year degree/diploma in Commerce (Financial /Marketing / Communication) or related

Experience:

• Minimum of 3 years’ experience in an area of specialisation /
• Experience working in a medium organization in Account Management as a Hunter is essential, preferably in fast moving industry
• ICT Experience is preferable
• Experience in Large Enterprise is preferable

Training :

• Products and Services
• ICT technology
• Contract appreciation and business related courses

Competencies

Head - Big Picture Focus

• Analytical Thinker - Manages the alignment and execution of tactical activities
• Problem Solver - Assists in solving business challenges but looks to others for advice and guidance
• Operational Value Creator - Executes on innovative commercial practices and identifies areas for continuous improvement

Heart – Emotionally Intelligent

• Culture and Change Champion - Role models ethical practices by living the MTN values and vital behaviours for others to follow
• Supportive People Manager – Is self-aware and supports team capability development through opportunity creation for realising potential
• Relationship Manager - Builds relationships with customers and teams to uphold the MTN brand

Hands – Results Focused

• Results Achiever - Drives team objectives and contributes to sustainability of results
• Operationally Astute - Clarifies priorities, plans, organizes and co-ordinates the work of others

General working conditions/ Inherent requirements/ Tools of trade (e.g. shift work, drivers license (code), vehicle (make) specific tools (e.g. dial in facility, special cell phone, etc), special clothing, environmental requirements, etc.)

Please be specific when listing conditions, requirements, tools of trade and use of motor vehicle/ travel allowances .

• Flexible working hours
• Flexibility to travel (local)
• Constant pressure to meet extremely tight deadlines

KPA Quality Standards/ Measures (KPI’S for job)

• Achievement of sales, retention, customer development and revenue targets for the assigned accounts
• Accurate forecasting of acquisition numbers, retention numbers and stock required within assigned accounts
• Customer satisfaction index
• CMAT targets
• Achievement of customer and internal KPA’s
• Timely reporting and the accuracy thereof
• Implementation of operational and promotional plans

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