Jobs at Liquid Intelligent Technologies

Role Purpose

Service Management (SM) is a customer facing function in the customer services arena. The SM is the single point of contact for all customer issues and are to facilitate delivery, service management and retention of contracted services. This is a senior role to manage complex high end and spend customers R1 000 000 mil MRC and up. This is a high-profile engagement role.

Role Description

ALWAYS CUST FIRST – NPS AND CSAT

Identify areas for improvement of overall customer experience in a more complex network / IT environment (multiple service in the customers complex architecture). Implement action plans and act on Surveys and Transaction Feedback
Customers must be called back within 48 hours of poor service instances tracked on the Voice of the Customer system
CSAT must be above 85% on your specified service managed accounts, this will be measured by the surveys monthly and quarterly. Service Management customer contact details to be maintained on SFDC for surveys (these must be updated on a monthly basis).Engage with Senior Management to Executive level customer stakeholders to discuss account health for strategic direction and incident resolution, (Platinum customers to be monthly R1mil and up) and captured on SFDC as a trip).

CUSTOMER RELATIONSHIP MANAGEMENT

Monthly billing meetings to be held with customers and captured on SFDC as a trip. As an output of Service Reviews and meetings all necessary documents and minutes are to be distributed to customers and saved on the Share point portal under the customer name (latest and greatest).Service Managers are to address Senior Level stakeholders contract queries and ensure delivery of services per contacted requirements, which includes inputs and compilation of Contracts/MSA’s and complex negotiations with the customer. Engage with and resolve Senior customer stakeholders to address complaints and escalations. Senior Service Manager to engage and resolve these queries timeously and with customer satisfaction and retention. The aim in addressing these queries is aimed at ensuring customer retention.

PROACTIVE CUSTOMER SERVICE AND SUPPORT

Platinum and Priority customer SLA’s are more complex and stringent than standard customers and the impact of outages can lead to reputational damage to the customer brand, therefore outages must be resolved timeously. Besides the reputational risk is that if outages are not resolved could lead to thousands of customer staff not being able perform their duties. Resolution of core tasks as defined in SFDC within Target Turnaround Time (TTT) i.e. RCA and SIP creation 5 working days from closure of the incident, for any other query (action item) that comes in during a rolling month is to be completed within that month).Continuous Improvement – perform proactive customer service audits, identify design short falls and implement solutions before issues highlighted by the customer - 3 per month. The projects undertaken by the larger customers are more complex and require a higher level of accountability and responsibility. Also note that the engagement is with more stakeholders and not just one or two….so the co-ordination is a lot more complex. Effectiveness of individual project assigned by the Senior Manager.

OPPERATIONAL SUPPORT MANAGEMENT AND CONTINUAL IMPROVEMENT

High profile customers require dedicated and holistic attention so as not to churn and the relationship must be nurtured. Service Managers are to maintain a churn and erosion report on their specified accounts and develop plans to prevent churn. As the Service Manager on high profile accounts and considering that engagement is on Senior and Executive management level quality RCA report compilation is of paramount importance. These customers have complex technical landscapes and require in depth analysis of problems to be undertaken. The SM will be called on to drive and vet the Major Event RCA's from time to time and quality will be measured. Debriefing or post mortem conducted with the customer post Major Events. Implement Root Cause corrective measures identified in the RCA.Repeat incident analysis (flagged and SIP initiated as required)Reduce the number of SLA credits being paid to customers. Maintain Billing Inventory Lists (via One view) ensure no billing errors result in credits. Billing disputes logged and resolved timeously (within actions TTT).

FISCAL EFFICIENCY
Clawbacks / revenue leakage – engage with customer decision makers and influencers to secure revenue. Upsell / cross sell opportunities – strategically engage with customer’s architects and sales representatives to maximise opportunities and direct and support customers expansion and delivery requirements. Identify Cost Saving initiatives within your assigned account base or within Liquid and assist in implementing the initiatives.

Role Requirements

• IT / Networking Formal Qualification (3yrs Diploma/Degree): Essential
• Project Management:Desirable
• ITIL v 3: Essential
• A minimum of 12 years in the ICT sector of which min 6 years must have been spent in the telco environment: Essential.
• 10 years Relationship Management experience and dealing with customers at all levels is a requirement: Essential.
• 5 years Contract and SLA management:Essential
• 5 years Must have been a service manager on complex outsource accounts: Essential.
• All Appointments are subject to the Labour Legislation in the respective country.

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Role Purpose

To maximize revenue opportunities through establishing, developing and maintaining long-term relationships with strategic customers as well as defining and executing sales strategies that focus on increased sales and profitability. Managing strategic accounts and delivering profitable, long-term revenue from nominated accounts. Ensuring delivery of annual revenue targets through delivery of information, communication and technology solutions. Establishing appropriate relationships with customers and leverages those relationships to achieve financial targets. Work collaboratively to set up service relationship for nominated accounts. Serve as the primary relationship owner for an assigned group of top tier client accounts with responsibility retain and grow these accounts.

Role Description

• Deliver robust account plans to achieve sales objectives. Implement commercial strategies and then execute in line with company policies. Generate and maintain opportunity pipeline and credible business revenue forecasts order to meet sales targets. Present Liquid Telecoms services and offerings to assigned/new customers while leading account planning cycles and ensuring that the customers’ needs, and expectations are met.
•  Proactively assess, clarify and validate customer requirements on an on-going basis. Implement a detailed sales strategy for all strategic accounts. Track and record sales activities on all accounts on SFDC.Collaborating very closely with teams from other departments within Liquid. Partner with internal cross functional teams to understand customer goals and key performance metrics. Understand clients' business and generate new ideas to improve the customers’ business.
• Build trust, credibility, and client referrals. Maintain or improve account profitability by customizing solutions as per customer requirements. Oversee the execution of the complete sales process for all customers, including customer request handling, customer information gathering, finalisation of product specification and selection and SLA negotiation and finalisation.
• Ensure all after-sale customer queries or issues that come through sales department are properly handed over to customer care. Ensure all support departments are adequately briefed on customer details, to enable delivery of the order and adequate after sales customer support. Conduct business professionally and ethically by adhering to all company policies, procedures and business ethics codes. Resolve any issues and problems of Liquid customers and act as an interface between Liquid customer and the internal teams.
• Identify and establish relationships in new and existing geography and segments. Provide pre-sales and after-sales assistance in bid/tender processes. Manage customer relationships with allocated and new clients. Deliver presentations and propose consultation-based solutions.

Requirements

• Related University degree: Essential
• 8 years sales experience: Essential
• Business Acumen: Essential
• Proficient in MS Office: Essential
• All Appointments are subject to the Labour Legislation in the respective country.

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Role Purpose

To maximize revenue opportunities through establishing, developing and maintaining long-term relationships with key customers as well as defining and executing sales strategies that focus on increased sales and profitability. To effectively position Liquid Telecom to be the Telecommunications partner of choice in the market by cultivating relationships, identifying opportunities and consultatively selling Liquid Intelligent Technologies services and solutions that meets the client’s requirements. Achieving and exceeding sales targets for assigned portfolio per segment.

Role Description

• Develop and maintain business relationship with customers. Gain in-depth understanding of the customer’s business and industry. Identify key role players and develop and maintain a personal professional network with relevant decision makers. Develop and maintain an account plan within the context of the customers objectives and segment strategy. Understand the customers’ requirements and implement customer business growth strategies in conjunction with Liquid Technologies delivery and support functions. Ensure that all sales deadlines are met. The Account Manager serves as the primary contact liaison and take full accountability for account health. Manage internal departmental escalations. Conduct regular customer meetings at their premises.
• Understand clients' business and generate new ideas. Build trust, credibility, and client referrals. Maintain or improve account profitability by customizing solutions as per customer requirements provide input and align to broader Liquid Telecom strategies and business initiatives.
• Identify new market opportunities by selling and integrating. Liquid Intelligent Technologies offerings to new and existing clients. Develop, review and implement a detailed account plan for assigned accounts. Conducts business professionally and ethically by adhering to all company policies, procedures and business ethics codes.
•  Develop a spirit of camaraderie by initiating social events / team building events with customers. Compile motivation for refunds and credit notes. Keeping accurate records of discussions or correspondence with customers.

Requirements

• Relevant Diploma: Essential
• 5 years knowledge and proven track record in Sales to Government.
• Technical knowledge within OCT or Telecommunications: Essential
• Business Acumen: Essential
• Proficient in MS Office: Essential
• General understanding of Small and Medium Business: Essential
• Technical knowledge within OCT or Telecommunications: Essentia
• In-depth understanding of the system of the SA government and the government budgeting processes and cycles: Essential.
• In-depth knowledge of the SA government performance drivers, measurements and metrics: Essential
• In-depth knowledge of the digital technologies landscape and trends: Essential
• All Appointments are subject to the Labour Legislation in the respective country.

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Role Purpose

• As an Specialist: Senior C2 Account Manger you will have the opportunity to drive digital technology transformation in partnership with your customer, to achieve both Liquid C2 Direct and customer business outcomes. Leveraging your large, multi-functional team across the breadth of the Liquid C2 solutions portfolio, engage at the most senior levels of your customer and bring industry-relevant solutions to help the customer adopt and embrace digital technologies.
• With a proven history of driving growth in market share, achieving sales targets, customer obsession, and partner collaboration, this role will give the opportunity to leverage your extensive customer network and sales experience to execute against your customer’s account plan. Customer Advocate – Develops and oversees the execution of account plan(s) to ensure Liquid C2 revenue targets and customer outcomes are met. Engages with internal and external stakeholders on business planning, to promote mutually beneficial customer digital transformation strategies.
• Orchestrate full customer team across all areas of Liquid C2 to ensure we are focused on delivering customer outcomes across the customer lifecycle to build deep trust with Liquid C2. Industry Relevant Trusted Seller – Proactively develops a strong understanding of the customer’s business, industry priorities to drive new business opportunities/ drive growth/net new business. Advocates on behalf of the customer internally, ensuring requests and needs of assigned accounts are being addressed.
• Deliver Sales Excellence – Leads and orchestrates extended virtual teams across our solution areas to consistently achieve growth in revenue & market share. Industry Knowledge – Builds and maintains a strong knowledge of customers’ industry, associated business strategy, and key industry partners and solutions. Gains deeper insights and knowledge through direct engagement in their customers’ business and operations.
• Assist Account Manager in there vertical segments in all Liquid C2 to identify, scope, present and sell complex Cloud and Cybersecurity solutions. Products, services and propositions. Engage and develop C-level and senior management customer contacts in various roles – technical, commercial, operational etc. Provide thought-leadership to customers through regular engagement and workshops. Lead customer discussions with on the technical solution design. Assist Account Managers in assessing cost requirements to compile the commercial proposition. Define proof of concept or trial/pilot programs with key success criteria in agreement with the Account Manager and Customer. Win customer confidence in personal abilities and the professionalism of Liquid C2.

Sales

• Document customer requirements in standardized format. Evaluate the customer’s technical infrastructure with which solutions will be integrated. Define solution training requirements, build and lead customer ‘train the trainer’ programs. Communicate solution benefits with a business case and return on investment. Produce presentations as required for customer engagements. Maintain an up to date pipeline of opportunities on Salesforce.com.Track progress towards KPIs.
• Report monthly on the status, blockers and next steps of top projects.
• Coordinate with internal Product Development. Coordinate with external solution suppliers. Engage with Liquid C2 internal departments to confirm that the proposed solution can be delivered and supported. Assess the customer satisfaction of the solution, capturing lessons learned and sharing these with the appropriate teams to drive improvements.
• Learn and maintain in-depth knowledge of Liquid C2 products, services, solutions, propositions and capability. Develop and maintain competitive knowledge on industries and products to leverage in the sales cycle to the executive suite. Collaborate with the marketing team on sales strategy and optimization. Upskill the strategic vendors products and solutions i.e. Microsoft , AWS , Google , Cloudflare.
• Customer lifetime value (CLV): This measures the total revenue that a customer generates for the business over the course of the relationship. It helps to prioritize the most valuable accounts and plan the financial strategy accordingly. Customer profitability (CP): This measures the difference between the revenue and the cost of serving a customer. It helps to determine the profitability of each customer and allocate resources accordingly. Customer satisfaction (CSAT): This measures how happy the customers are with the products or services they receive from the business. It helps to identify the strengths and weaknesses of the account management team and improve customer loyalty and retention.
• Customer retention rate (CRR): This measures the percentage of customers who stay with the business over a given period of time. It helps to evaluate the effectiveness of the account management team in retaining and renewing existing customers and reducing churn.
• Customer engagement (CE): This measures the degree of interaction and involvement that customers have with the business. It helps to build trust and rapport with customers and increase their satisfaction and loyalty. Customer revenue growth rate (CRGR): This measures the percentage of increase or decrease in the revenue generated by customers over a given period of time. It helps to evaluate the account management team’s ability to upsell and cross-sell to existing customers and increase the revenue per customer. 

Requirements

• Relevant 3-year degree: Essential
•  At least 3 years pre-sales experience; Essential
• Customer obsessed, displaying exemplary customer relationship management, negotiation, and focus on customer needs.
• Interested in and inquisitive about innovation and technological trends.
• Ambitious and courageous - focus on helping to win large bids and growing Liquid’s lead in the market.
• Singular focus on designing solutions which can be delivered quickly/effectively to the customer, shortening the bid lifecycle.
• Ability to re-use standard solutions/technologies to reduce costs and improve customer experience.
• Be easy for customers to deal with, displaying flexibility and pragmatism.
• Excellence in communicating progress, pro-active in addressing issues, trusting in a virtual team.
• Knowledge of Liquid C2 
• All Appointments are subject to the Labour Legislation in the respective country.