Account Manager - Account Manager.Enterprise Business Unit

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. Input into Operational Planning • 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. Account Management • Maintain a thorough knowledge of commercial terms of agreements and manage and grow commercial relationships within assigned portfolio of accounts.  • Carry out commercial relationship obligations (or assist into) within allocated portfolio of accounts, after commercial agreements are concluded.  • Assist with the management and maintenance of account and promotional plans for an assigned portfolio of accounts.  • Provide assistance with the end-to-end management of sub-portions of the RSM's accounts under the RSM's supervision. • Manage one or more allocated accounts in line with regional / channel strategy and macro-plans as defined by the channel / sub-channel / regional managers. • Resolve escalated issues or escalate as appropriate. • Implement innovative promotional activities in line with Marketing and channel objectives, requirements and guidelines. • Increase MTN's Brand presence continuously by increasing MTN influence within the allocated portfolio of accounts. • Provide input into the forecasting of acquisition numbers, retention numbers and stock required for the allocated portfolio of accounts. • Liaise with relevant areas to ensure delivery of SLA for the assigned portfolio of accounts (. supply chain, billing, etc). • Support in the identification of P&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. • Provide regular feedback on competitive threats to MTN business and advice on product/service enhancement requirements. • Provide feedback on MTN's risk exposure regarding the financial performance of the allocated portfolio of accounts and provide recommendations as appropriate. • Prepare reports on account performance as required. Customer Service and Satisfaction • Build and maintain solid relationships with all stakeholders. • Provide on-going support to existing accounts and work actively towards creating new profitable revenue streams through new accounts.  • 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. Quality Control • 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 seeks ways of improving on quality and customer service standards. 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    Minimum Requirements - minimum necessary, and not the ideal / preferred should be included. Education: • Minimum of 3 year Degree / Diploma in Commerce ( Sales / Financial /Marketing / Communication) or related Experience: • At least 3 years of experience in the telecoms industry  • Experience in Account Management is essential, preferably in fast moving industry • ICT Experience (GSM) is preferable • Minimum of 3 years' experience in a area of specialisation; with experience in supervising others • Experience working in a medium organization Training: • Products and Services • Telecommunications • GSM technology • Contract appreciation and business related courses Competencies Skills / physical competencies: • Planning skills - plan, prioritise, resource allocation and deliver on time • Analytical skills - weighing up the pro's and con's; making sense of information • Computer literate • Problem solving skills • Conflict management skills • Communication skills • Negotiation skills • Presentation skills • Ability to meet deadlines • Project management skills • Business acumen • Presentation Skills Behavioural qualities: • Assertive - being tough when necessary without fear or favour • Courage and conviction - challenging the status quo and breaking down silo barriers to performance, and overcoming resistance to change • Resilience - to repeatedly challenge despite setbacks and resistance • Proactivity / initiative - to introduce ongoing changes to maximise productivity and influence the future • Focused and priority driven - staying focused amidst the multiple demands and expectations • Innovative • Customer centricity • Accuracy and attention to detail  • Decisive and action-oriented • Diplomacy and tact • Relationship builder - strong people focus • Operate with integrity (high ethics) • Pressure / stress tolerance • Consultative  • Perseverance  • Team-orientation • Ability to take initiative and work both in isolation and be a team player • High balanced leadership • Relationship building both internal and external  • Integrity • Effective Communicator. • Ability to handle fast pace and rapid change in a consultative manner General working conditions/ Inherent requirements/ Tools of trade (. shift work, drivers license (code), vehicle (make) specific tools (. dial in facility, special cell phone, etc), special clothing, environmental requirements, • 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