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, organizational mission, etc.)Fast moving industry with constantly changing business requirements and technologiesFluid complexities of customer expectations and demandsHighly competitive market with new and established competitors and aggressive competitor strategy and deliveryHighly dynamic and fluctuating Telecommunications and ISP industryTotal customer experience for MTN brandConstantly changing consumer and market needsMarket dynamics and developmentsMTN policies, processes and proceduresRegulatory industry norms govern MTN and partnersHighly pressurized, deadline-driven environmentHighly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarksParticipative environment – highly diverse and team-focusedKey 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 BusinessAchieve 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 acquisitionsOpportunity 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 furtherProvide 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 revenuesOnce they close the deal they hand it over to a Revenue Quota bearing sales personAccount managementResolve 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 furtherProvide input into the fine tuning of processes, systems and support in line with changing work practices.Focus on providing exceptional Customer ExperienceEnsure 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 MeasuresUtilize 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 seeks ways of improving on quality and customer service standards.Project ManagementDevelop and drive the execution of agreed projectsDrive the implementation, tracking, monitoring and compliance of ProjectsContract management in line with Procurement PoliciesCo-ordinate project reportingEnsure effective implementation of the integrated project management modelRisk managementBusiness AnalysisPerform Business Analysis MTN SA Business Analysis in line with the methodology and guidelinesIdentify ways to fine tune policies, processes and systems in line with changing work practicesDetermine, document, and review requirements for projects within the scope of the value stream or impacting processes and systemsDesign, analyse and document workflow and make appropriate recommendations that will positively impact operational effectivenessIdentify Business Improvement and Optimisation opportunities that will result in improvement of process performanceEnsure 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 activityIdentify and implement innovative ways to use minimum resources to achieve maximum outputsSupervisory / Leadership / Managerial Tasks: Refers to the responsibilities for directing, guiding, motivating and influencing others.Adopt a customer centric approachBuild employee relations and collaborative teamworkBuild professionalism, loyalty and commitment to the organizationCommunicate actively and effectively resolving any potential conflicts that may ariseHave the self insight and flexibility to adapt to different situationsLive the MTN Brand – change and influence employees behaviourRole 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.noneLateral 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 improvementsFeed information through to relevant areas of the business regarding client needs, opportunities and possibilities to improve processes, technology, quality, customer service and increase profitabilityStrive to automate processes and procedures wherever possibleRecommend creative and innovative solutions to enhance MTN SA's performanceEstablish sound relationships with all stakeholdersEncourage continuous service improvementImplement cost-saving activitiesActively identify new customer opportunities and liaise with relevant managementVulnerabilities (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 marketUnavailable and/or uncompetitive priced P&SLack of marketing supportService levels delivered by other areas/ external partners responsible for delivery of P&S to account customersEvolution of technologyReliance on the stability and availability of systemsNon-achievement of turnaround timesInappropriate processes resulting in delayed service to clientsCollaboration: Refers to formal and informal relationshipsResponsibility towards: who are they and what do they receive from the incumbent.Direct reports: NoneMatrix 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 productsKey customers: MTN SA Enterprise BU Internal departments especially Direct & Indirect Sales Team, Bids Managers, External clientsKey suppliers: External Suppliers/Partners, Segment Managers in EBU Marketing, Technology and IS departmentsDiscretionary 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 sustainableExecute actions that have been agreedDissemination of informationResolution 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 authorityMinimum Requirements - minimum necessary, and not the ideal / preferred should be included.Education:Minimum of 3-year degree/diploma in Commerce (Financial /Marketing / Communication) or relatedExperience: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 industryICT Experience is preferableExperience in Large Enterprise is preferableTraining:Products and ServicesICT technologyContract appreciation and business related coursesCompetenciesHead - Big Picture FocusAnalytical Thinker - Manages the alignment and execution of tactical activitiesProblem Solver - Assists in solving business challenges but looks to others for advice and guidanceOperational Value Creator - Executes on innovative commercial practices and identifies areas for continuous improvementHeart – Emotionally IntelligentCulture and Change Champion - Role models ethical practices by living the MTN values and vital behaviours for others to followSupportive People Manager – Is self-aware and supports team capability development through opportunity creation for realising potentialRelationship Manager - Builds relationships with customers and teams to uphold the MTN brandHands – Results FocusedResults Achiever - Drives team objectives and contributes to sustainability of resultsOperationally Astute - Clarifies priorities, plans, organizes and co-ordinates the work of othersGeneral 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 hoursFlexibility to travel (local)Constant pressure to meet extremely tight deadlinesKPA Quality Standards/ Measures (KPI'S for job)Achievement of sales, retention, customer development and revenue targets for the assigned accountsAccurate forecasting of acquisition numbers, retention numbers and stock required within assigned accountsCustomer satisfaction indexCMAT targetsAchievement of customer and internal KPA'sTimely reporting and the accuracy thereofImplementation of operational and promotional plans