PURPOSE OF THE ROLE:
Head of Sales: Business is responsible for achieving business and direct strategy objectives.This role is responsible for growing customers, revenue and maximising profits in the direct or business market, through targeting SME customers throughout the Herotel network areas.
The Head of Sales: Business establishes relationships with our direct business sales teams, enabling them to growth their customer base and aligning their tacticts with Herotel’s busines strategy
The development of product and pricing strategies in conjunction with the networks and growth teams in Herotel is a key component of the job.
Key Performance Areas would include, but are not limited to:
Strategic Objectives:
- Propose strategic and tactical objectives and agree with the Herotel Business EXCO Team
- Translate the direct business strategy into tactical plans for the business for revenue growth.
Develop and grow the SME customer base and revenue:
- Implement a direct sales team for North and South regions.
- Ensure new sales teams are properly onboarded including commercial contracting, systems, and process integration.
- Cost, quote and respond to client proposals, RFPs, RFIs, RFQs and client specific solutions etc.
- Oversee the tracking and managing of leads to move them through the sales cycle to order stage.
- Regularly engage with regional teams to review performance, ensure strategic and operational alignment, and identify new opportunities for revenue growth.
- Key point person for customer escalations - responsible for fielding customer escalations, obtaining timeous input from internal stakeholders, leading the compilation of action plans, and managing the customer expectation.
- Manage relationship between business agents and retail teams, including but not limited to:
- Area Managers
- Retail commercial teams
- Marketing teams
Manage the business team:
- Manage the business team in (amongst others) setting objectives, creating and sharing a clear business plan, enabling and managing the team to execute and training them where necessary.
Manage the business product book:
- Create tailored scalable solutions for customers to maximize our value proposition to the customer. Ensure that the solutions are feasible, implementable, and realistic.
Ensure alignment with internal suppliers:
- Evaluate, standardise and drive improvement in the support processes to optimise the customer experience.
The successful candidate must have the following experience/skills:
Work Experience:
- At least 3-years' experience working in a direct customer-facing role in a technical sales role.
- Experience in drafting commercial proposals.
- Experience in development of business cases.
- Working knowledge of IP networking and Internet technologies (TCP/IP, DNS, HTTP, Radius, etc.).
- Experience in a Telco environment is required.
Skills and competencies:
- Excellent oral and written communication skills highly desired. Must be able to articulate new ideas and concepts to technical and non-technical audiences.
- Strong analytical, organizational, and time management skills.
- Excellent interpersonal, motivational, communication, and customer service skills.
- An understanding of sales principles and customer service practices.
- Must be target-driven.
- Demonstrate a high level of emotional intelligence.
- Must be able to work independently and be a team-player.
Qualifications
- A Bachelor’s Degree in Computer Science, Engineering, Information Systems or other technology related field.
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PURPOSE OF THE ROLE:
Head of Sales: Wholesale is responsible for setting and achieving wholesale strategic objectives. This role is responsible for growing customers, revenue and maximising profits in the Wholesale market, through both our dealer and wholesale channels.
At the same time, the Head of Sales: Wholesale has the responsibility of engaging with internal suppliers to understand, formalise agree and improve service delivery by, and interaction between the wholesale team and these internal suppliers (e.g. network monitoring etc.)
The Head of Sales: Wholesale establishes strategic relationships with our key wholesale channel partners by understanding their growth requirements and aligning those with Herotel’s strategy at both a technical and commercial level.
The development of product and pricing strategies in conjunction with the networks and growth teams in Herotel is a key component of the job.
Key Performance Areas would include, but are not limited to:
Strategic Objectives:
- Propose strategic objectives and agree with the Herotel Business EXCO Team
- Translate the Wholesale Strategy into tactical plans for the business for revenue growth.
Develop and grow the channel customer base and revenue:
- Evaluate prospective channel partners to ensure alignment with Herotel’s own direct market strategy.
- Ensure new channel partners are properly onboarded including commercial contracting, systems, and process integration.
- Cost, quote and respond to client proposals, RFPs, RFIs, RFQs and client specific solutions etc.
- Oversee the tracking and managing of leads to move them through the sales cycle to order stage.
- Regularly engage with key wholesale partners to review performance, ensure strategic and operational alignment, and identify new opportunities for revenue growth.
- Key point person for customer escalations - responsible for fielding customer escalations, obtaining timeous input from internal stakeholders, leading the compilation of action plans, and managing the customer expectation.
Manage the Wholesale team:
- Manage the wholesale team in (amongst others) setting objectives, creating and sharing a clear business plan, enabling and managing the team to execute and training them where necessary.
Manage the wholesale product book:
- Create tailored solutions for customers to maximize our value proposition to the customer. Ensure that the solutions are feasible, implementable, and realistic.
Ensure alignment with internal suppliers:
- Evaluate, standardise and drive improvement in the support processes to optimise the customer experience.
- Be able to liaise between the customer and our technical teams and translate business requirements into technical requirements.
Reporting
- Responsible for creating clear, actionable reports to keep all stakeholders abreast of progress and concerns.
The successful candidate must have the following experience/skills:
Work Experience:
- At least 3-years' experience working in a direct customer-facing role in a technical sales role.
- Experience in drafting commercial proposals.
- Experience in development of business cases.
- Working knowledge of IP networking and Internet technologies (TCP/IP, DNS, HTTP, Radius, etc.).
- Experience in a Telco environment is required.
Skills and competencies
- Strong analytical, organizational, and time management skills.
- Excellent interpersonal, motivational, communication, and customer service skills.
- An understanding of sales principles and customer service practices.
- Must be target-driven.
- Demonstrate a high level of emotional intelligence.
- Must be able to work independently and be a team-player
Qualifications
- A Bachelor’s Degree in Computer Science, Engineering, Information Systems or other technology related field.
go to method of application »
PURPOSE OF THE ROLE:
The role will be responsible for monitoring the network National Monitoring Systems to detect any hardware issues on the network. As the first eyes on events that occur on the network, the Monitoring Agent responds talerts from the National Monitoring Systems. While providing the highest level of customer service, the Monitoring Agent, communicates the alerted information via the appropriate channels and communicates feedback of the alerts accordingly. Following an escalations matrix, the Monitoring Agent, will escalate alerts accordingly, until resolved.
Key Performance Areas would include, but are not limited to:
- Logging of all service outages or interruptions.
- Follow up on the status of any logged and escalated outages.
- Managing, maintaining, and ensuring the accuracy of the Monitoring Systems
- Generate reports that track service availability and performance of all managed and monitored systems and services.
- Keep customer and management informed on status updates on issues, complaints and escalations, and document these actions on tickets.
- Follows and implements service delivery processes and procedures
- Updates process and procedure documentation as needed
- Tdevelop a good all-round understanding of systems and networks.
- Stay informed of customer support processes
- Maintains and expands customer relationships through:
- Excellent verbal and written communication skills
- Understanding how tdeliver quality service while adhering tservice level agreements (SLAs) in a fast-paced environment.
The successful candidate must have the following experience/skills and competencies:
- The ideal candidate will have the ability tlearn quickly in a fast-past environment
- The ideal candidate will enjoy working with customers and helping them resolve their queries.
- Relevant training will be provided
- The ideal candidate will have:
- Computer knowledge with ability toperate keyboard for data entry.
- Microsoft Office proficiency
- Familiarity with the fundamental principles of a SLA
- Attention tdetail when creating & updating tickets in a ticketing system and in composing,keying, and proofing professional business materials
- Friendly presence and helpful attitude while on the phone with customers or among team members
- Be professional and have a sense of urgency.
- Understands the importance of regular follow up and status updates tcustomer and management on issues, complaints and escalations, and documents these actions in tickets.
- Experience in working from a ticketing system as part of a larger team will be beneficial
- Have proven troubleshooting methodology and a desire tsolve challenges
- Will be organized and dependable
- Technical acumen. Able tlearn about computer and Internet networking and related concepts.
- Valid drivers license and own transport essential
Qualifications:
- Grade 12 is required
- A relevant tertiary diploma or degree will be beneficial
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