Fresh Openings at Telkom

Core Description

• Responsible to define the segment marketing strategy relevant to the allocated segment and is responsible for growing market share, NPS, brand consideration, the customer base and increasing ARPA. The role of a segment manager is to develop and deliver on the segment P&L target.

Job Responsibilities

• Leadership profiling through internal channels (staff focused) and external. 
• Managing and developing the 147 Infinity Thought Leadership platform.
• Responsible for on- boarding of new customers relevant to segment.
• Responsible for a budget tracking system to ensure efficient OPEX utilization.
• Facilitate overall marketing events
• Formulate and manage all strategic client relations, tours, meetings, strategy sessions, events, conferences relevant to segment portfolio. 
• Provide performance statistics to relevant role payers.
• Monitor all media platforms for trends pertaining to segment with the intent of initiating reactive and proactive communication campaigns to mitigate business risks.
• Compile and analyse monthly/weekly reports for the marketing teams to measure campaign success.

Formulate Integrated Client Segment Marketing Strategy:

• Lead a deep understanding of the market, competitors and opportunities.
• Be proactive in resolving client/customer pain points through collaborations in the organisation such as service management/ liaising with the escalation teams to resolve issue and protect Openserve's brand reputation.
• Drive product demand to achieve revenue objectives and increase market penetration in alignment with the corporate brand strategy.
• Engage with cross-functional teams such as sales/ product management/ product development/ service management and operations to define and Drive implementation of new differentiated propositions for your segment.
• Identify and prioritise competitive customer, channel and commercial opportunities through rich insights. Engage with cross-functional teams such as sales/product management/ product development/ service management and operations to define and drive implementation of new differentiated propositions for your segment.
• Identify and prioritise competitive customer, channel and commercial opportunities through rich insights. 
• Create simple and differentiating segment branded claims and deliver roadmap of Go to Market activities, propositions and customer experiences to substantiate branded claims.
• Ensure strategic imperatives are translated into plans and clearly identified in budgets.
• Collaborate with other segment managers to ensure that market messages are aligned and no duplication of efforts in publications and different media platforms.
• Manage agencies to ensure that no efforts are duplicated.
• Use all media elements to drive brand engagement, sales enablement and revenue growth.
• Report of post campaign success and if targets are not met, discuss ways to remedy the results to deliver and improve segment performance/ P&L
• Work closely with sales/ product management & product development to drive sales.
• Drive demand generation planning efforts 
• Achieve marketing qualified leads and support pipeline targets by planning and executing marketing programmes
• Track quarterly segment performance and work with the sales team to optimise marketing efforts.

Core Competencies

Functional Knowledge/ Skills

• Analytical; Communicating; Information Management; Planning & Organizing Techniques; Presentation Techniques; Problem Solving; Report Writing Procedures    

Competencies (Behaviour)

• Business Orientated; Decisive; Dedicated; Accurate; Responsible; Assertive; Integrity; Proactive; Committed

Certifications

• None

Education

• NQF 6: 3 year Diploma/ National Diploma

Experience

• 5 Years relevant experience

Additional Information

Job responsibilities (continued):

• Create content marketing plans to optimize Account based Marketing - email copy, web landing pages, and other program-related collateral. 
• Stay abreast of B2B marketing practices.
• Adjust as the industry changes, deep segment insight will inform this
• Partner with the sales team to enhance their success through recommending and developing tools such as email campaigns, white papers, collateral, presentation materials, webinars and company/industry profiles
• Support corporate-sponsored activities, such as customer conferences, annual kick-offs, tradeshows, and other ad-hoc activities by serving as the marketing representative - each segment lead to activate segment related events from end to end from concept to event day
• Initiate & manage lead nurturing programmes to accelerate prospects along the sales funnel.
• Measure Success of Deliverables.
• Track /report on campaign costs, performance, and ROI to understand channel and offer performance insights.
• Analyse project performance and company impact to drive insights, revenue growth and increase brand health.
• Measure lead generation through the different platforms used during campaign be it event leads, website lead generation and social media engagement.
• Understand number of clients in the segment, revenue and services they buy from us, what the annual spend with Openserve is to track growth or decline this will assist with knowing average revenue per account.

Special Requirements:

• Own vehicle and be prepared to travel to customer meetings on a regular basis

Special Requirements

 

Physical Requirements

• None

Key Stakeholders

• Internal Customer
• External Customer

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Core Description

• To manage and be accountable for all processes required to provide world class Service Management support our Clients as part of a virtual team, along with the associated Sales Managers and Solutions Architects.
• The Service Manager acts as an advocate of the Client into the Openserve always. The Service Manager provides support to both internal and external customers, verifying existing network designs and assisting in designing and implementing solutions to meet the customer's needs or to improve the integrity of the customer's network.
• The Service Manager is responsible and accountable for addressing and resolving all Client related issues.

Job Responsibilities

OUTPUT 1

Managed Maintenance of Customer Network

SUB-OUTPUTS

• Ensure faults have been reported
• Obtain relevant information of reported faults
• Follow-up on progress made with service repairs
• Escalate faults when necessary
• Inform customer and/ or CAM of progress made with service repair
• Determine whether fault has been repaired

RANGE

• Voice networks
• Networks
• Non Voice
• Combination of voice and non-voice networks

OUTPUT 2

Managed Project Implementation

SUB-OUTPUTS

• Determine scope of project
• Compile project plan
• Identify risks and compile contingency plan
• Negotiate resources
• Track and facilitate procurement process
• Initiate and manage implementation of project
• Track progress and initiate contingency plans when necessary
• Provide progress report
• Approve, implement and manage scope changes
• Facilitate and/ or track testing and accepting of infrastructure
• Facilitate and/ or track service activation
• Provide and/ or facilitate customer training
• Confirm billing has been initiated
• Finalize and archive project file

RANGE

• Voice networks
• Non voice networksIntegrated voice and non voice

OUTPUT 3

Audited Customers Network

SUB-OUTPUTS

• Obtain account information
• Perform record comparisons
• Perform physical verification of discrepancies
• Identify record discrepancies
• Identify role-players
• Update record systems

RANGE

• Types of audits
• Combination of the voice and non-voice network audits
• Network Audits
• Voice Network Audits (Up To PABX)
• PABX Services/ Router Switches
• Switching Eqt.
• Data Line/Links
• All Non Voice

OUTPUT 4

Informed Corporate Account Managers

SUB-OUTPUTS

• Provide feedback to CAM (Corporate Account Managers) with respect to
• service delivery/ repair progress
• Provide statistics and monthly report to CAM/ Head CAM
• Attend meetings with CAM/ Head CAM
• Provide technical support to CAM
• Provide inputs to CAM with respect to formulation of SLA's

RANGE

• Problems In Network
• Technical Limitations Of Solutions
• Service Levels
• Solutions (Technical)
• Knowledge Sharing
• Team Virtual (CAM, NSM, MSM, Etc)

OUTPUT 5

Informed Customers

SUB-OUTPUTS

• Understand customer requirements
• Familiarize customer with respect to Telkom's basic terminologies,
• policies, procedures, services
• Attend meetings with customersProvide feedback to customers, management and role players
• service delivery
• Assist customers in formulating basic future infrastructure growth

RANGE

• Government and utilities
• Global Accounts
• Major Accounts
• Key Accounts
• MCO And Telecommunication Related Business
• Special Market Services

OUTPUT 6

Facilitated Service Delivery

SUB-OUTPUTS

• Understand customer requirements
• Provide continuous feedback to customers during process
• Investigate internal feasibility of customers basic service requests
• Advise customer on initial request
• Receive orders, prioritize and forward to commercial section
• Monitor progress of order
• Initiate corrective actions (if necessary)
• Confirm completion of installationEnsure billing takes place
• Communicate SLA (Service level agreements)

RANGE

• Voice network technology
• Network Technology
• Non-Voice MTTI/MTTR Targets
• Combination of voice and non-voice network technologies

Core Competencies

FUNCTIONAL KNOWLEDGE

• Telkom Databases; Client Equipment; Telkom - Openserve Infrastructure; Client Care; Meeting procedures; Associated Computer Software and applications required to perform duties; Meeting procedures; Project Management principles; Telkom - Openserve Procedures; Industry technology trends; Regulatory environment; Telkom - Openserve Policies; Telkom - Openserve Products and Services

FUNCTIONAL SKILLS

• Presentation techniques and skills; Managing stress techniques; Planning; Research techniques; Negotiation; Problem solving techniques - abilities; Project Management; Computer literacy; Communication

ATTITUDES/ LEADERSHIP COMPETENCIES

• Resiliency; Diplomacy; Persuasiveness; Confidence; Responsibility and Accountability; Pro activeness; Client focus; Honesty; Quality awareness

Certifications

 

Education

• NQF 6: 3 year Diploma/ National Diploma
• OR NQF 4: Grade 12

Experience

• 3 Years relevant experience
• OR 5 years relevant experience

Additional Information

Outputs (continued)

OUTPUT 7

Provided Technical Support

SUB-OUTPUTS

• Receive and investigate request
• Analyze gathered information
• Design solution
• Present proposed solution
• Ensure processing of applications
• Implement and coordinate agreed solution
• Monitor operational effectiveness of solution

RANGE

• Top 100 customers
• Top 450 customers
• Corporate
• Business
• International Special Markets
• Government/ provincial
• Internal projects
• Voice and non voice

OUTPUT 8

Managed Resources

SUB-OUTPUTS

• Obtain resources
• Allocate resources
• Interpret division/section's operational plan
• Identify required and available resources
• Implement cost effective operational systems
• Manage resources

RANGE

• Efficiency Management Policy:
• Training Management Plan
• Quality Management Plan
• Safety Management Plan
• Productivity Management Plan

Special Requirements

• Valid Drivers license
• Drivers Licence and Reliable Vehicle - both preferable
• 24 Hours availability
• Prepared to travel
• Ability to be on standby/ work overtime