Job Openings at BT

Job description

Key Purpose Of The Role

To acquire, grow and defend profitable security business, to achieve specific targets by identifying new and qualified security opportunities, and selling Security related propositions and products in the UAE and globally as required.

To provide specialist advice on the security portfolio, to account owners, to ensure the most appropriate proposition to meet the client’s needs is developed and presented in the most compelling way.

Key Responsibilities

• To maintain and develop appropriate product and commercial knowledge in line with the BT Security and Global Services strategy.
• Working with the account teams, to understand, qualify and develop opportunities through to closure and implementation.
• Developing the sales campaign plan, with the account manager, for each security opportunity, ensuring each member of the sales opportunity team understands their role and responsibility.
• Widen and deepen opportunities as appropriate to maximise the value of the opportunity for BT.
• Understand the procurement timeframes, milestones and methodology and ensure full compliance.
• To provide accurate, timely reports for senior management as required.
• Understand the decision making criteria of the client and gain insight into the weighting of the technology, commercial offer and the price point.
• Combine all aspects of any solution into a high quality, cohesive and compelling sales proposal document and presentation as required.
• To ensure accurate forecasting against target, with an appropriate plan and prospect coverage to meet target. This plan will be communicated to the line manager and performance against it will be integral to reporting procedures (1:1, DPR, OR etc.). All opportunities to be appropriately badged with correct BT Assure categories, associated revenues and sales specialist to be picked into the sales team on Sales Force.
• To ensure all required commercial assurance processes are followed.
• To embrace the principle of continuous improvement and maintain a PDP in support of this.
• To ensure all BT Security Sales procedures are understood and followed (Qualify calls and WNB process as appropriate). For example ensure that appropriate technical design/service/financial elements of the solution are completed by a Sales Engineer/Operational Architect/Finance Analyst.
• Ensure that all mandatory training is completed appropriately and correctly on the BT LMS portal giving management a clear and accurate view of completed training.
• To ensure the team grow, acquire and defend profitable business using long term GS contracts where possible
• To be directly involved on major accounts and prospects to support multi-level selling approach
• To build and maintain senior relationships internally with all key stakeholders and externally with all appropriate clients.
• To ensure that all Performance Management processes are understood and followed in accordance with BT policy.
• Ensure that utilisation is measured and recorded appropriately and correctly on BT time recording systems in a timely manner and following local instructions giving management a clear and accurate view of resource metrics.
• Ensure that all sales related administration is appropriately completed in a timely manner and following local instructions giving management a clear and accurate view of completed activities.
• To operate within SG&A budgets both personally and across the team, ensuring that all SG&A expenditure is measured and recorded appropriately and correctly on BT systems on a monthly basis giving management a clear and accurate view of these metrics.
• Commission claim voucher to be submitted monthly with supporting evidence to your line manager, date as published within pay plan policy document giving management a clear and accurate view.

Salary

Competitive

Qualifications

Educated to degree level, or relevant job experience.

Skills/Experience

• Relevant experience in the sales function.
• Strong leadership skills in managing, motivating and coaching.
• Strong presentation skills.

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Job description

Purpose Of Role

The role is the primary customer contact for detailed technical questions, is customer focused, and can set up customer requirements into a working ICT solution, if necessary together with other disciplines.

Key Responsibilities

• Manage the resolution process for all P1 and other critical incidents from inception to resolution, ensuring quick and correct assessment of the issue, including identifying the impact to a specific customers and engaging the appropriate service area to resolve the issue. The individual is expected to aggressively drive, facilitate and lead the technical resolution of complex and highly visible technology incidents - ensuring maximum system availability.
• Organise, chair and manage MIM calls and process for respective contracts
• To be available to take calls and run P1 bridges for respective contracts if the On call IM is unable to manage
• Accountable to help improve overall performance of the contract dedicated to around managing, tracking and reporting of critical incidents and responsible to establish technical & business bridges/conference calls as required and involve all relevant teams/vendors/parties and to take overall ownership of the Incident until resolution.
• Liaison with Team Leaders and Team Managers of all technical experts (or support teams) to ensure swift resolution of incidents within SLA targets.
• Manage the contract and queue with all tickets end to end working closely with shift leads and Duty managers/ Team Managers
• Update and communicate Team and Process Manual on new development and improvements in process
• Responsible for the complete process adherence and handling of all incidents according to SLAs
• Participate, Organise and chair customer calls with Service Managers
• Escalation Point for any non-adherences or ticket quality management for the contract. Work on driving improvement actions with Duty managers/ Team managers
• Run contract specific reporting on daily/weekly/monthly basis
• Monitor BTTR for tickets failing Escalations – Jeopardy Management. First level Escalation for the contract failing tickets

Job function

Customer Service and Contact Centres

Salary

competitive

Closing date

Jul 7, 2017, 5:59:00 PM

Qualifications

• Typically engineering/science degree.
• CCNP qualified.
• Typically 3 years professional experience within tele/datacommunications environment.

Skills/Experience

• Technical Expertise - Prepare the necessary configuration and validation for new customer installations.
• Performance is measured from complete and on-time delivery, according to SLA.
• Perform end-to-end commissioning in co-operation with customer representatives to prove correct functionality.
• Assist in design, engineering, testing and rollout of newly defined BT products.
• Can act as a source for the resolution of unique or complex problems which effect the management of own discipline.
• Customer/Business Orientation - Customer Response: Can develop long-term relationships with external customers. Develop and maintain management systems, fault diagnosis and debugging tools.
• Provide network test facilities to different, operational, departments to support effective fault resolution and network improvements.

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Job description

Purpose Of Role

• Special requirement – Knowledge of conferencing Systems
• The role holder is responsible for service development/service improvement activities within a defined customer base, either nationally or on a multi-country basis. Activities focus on improving the customer service and may include revenue collection, cost, customer account revenue and customer satisfaction objectives. The role holder capitalises on all opportunities to improve the overall customer experience and to own the overall service relationship on behalf of BT at mid to senior level within the customer business area.
• Key Responsibilities
• To develop and drive change within the business via Service Development Improvement Plans.
• To be proactively involved in developing, maintaining and improving professional customer relationships for a small number of strategically important customers / defined customer base, with regular face to face contact at a high level. This includes the resolution of customer issues.
• May be involved in high-level contact with medium to major sized businesses.
• To have good knowledge of the customers’ business, systems and IT and understand the competition environment.
• To build and maintain collaborative relationships with key customers and suppliers.
• Builds excellent service relationships, to improve customer satisfaction in defined customer base.
• To build and maintain a good working relationship with the Account Team, including working together on a pre-bid basis.
• May functionally manage a virtual team of experts / specialists.
• May be involved in specific credit control and credit management negotiations.
• May lead / manage an operational billing team.
• May involve team leadership / people management responsibilities.
• Authority/Decision Making
• Develops and agrees Customer Service Plans ensuring ease of contact and escalation paths into BT.
• Owns and deliver the Service Wrap.
• Provides quantified quality of service action plans which detail remedial actions.

Job function

Service Client Relationship/ Account Management

Main location

Middle East & Africa-South Africa

Closing date

Ongoing

Skills/Experience

• Reasonable knowledge of products, customers IT systems and applications, which could be domestically and globally especially conferencing products.
• Must be able to manage many customers during any given day and multi-task as well.
• Good relationship, problem solving and communication skills.
• May also require a billing and/or financial and Credit Management background, including people management skills.