Account Manager - Account Manager Commercial Operations SA at MTN

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 seeks 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

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