Latest Jobs at Nexio

ROLE PURPOSE

• The Service Manager is accountable to the Manager: Service Management and performs the day-to-day operational and managerial tasks demanded by the process activities.

In general, the Service Manager has:

• Visibility at a management level within Vodacom Business and in the Customer environment
• Awareness of the Customer’s business priorities, objectives and business drivers
• Awareness of the role Vodacom Business plays in enabling the Customers business objectives to be met
• Customer service skills
• Awareness of what Vodacom Business can deliver to the customer, including the latest products and capabilities
• The ability to use, understand and interpret Vodacom Business processes, policies and procedures and to ensure adherence
• Good influencing skills and is a good negotiator, as he or she often does not have authority over staff working with his or her processes
• The competence, knowledge and information necessary to perform the role
• Must be an effective communicator
• Keep aware of changing business needs.
• Ensure that the current and future service requirements of customers are identified, understood, and raised with the Account Management team.
• Technical involvement in allocated customers’ issues and providing recommendations in conjunction with Technical Service Teams.
• Ensure that improvement initiatives identified in service reviews are documented as a SIP (Service Improvement Plans) and acted upon and progress reports are provided to customers on a weekly basis.
• Accommodate any existing Service Improvement Plans / Programs within the Service Management process.
• Solutions Implementation with a focus on major and recurring incidents and work closely with resources from different Business Units to determine root cause when a deeper unknown cause is suspected and requires investigation. Involving System Architects, Transmission Networks, Account Managers, Engineers & Specialists. Process re-engineering and work-flow improvement.
• POCs (Proof of Concepts) used to provide clients with tangible corroboration of proposed Changes.
• Coordination of projects to remedy and improve existing services to customers networks.
• Monthly, Quarterly and Annual reviews. This includes a detailed review of all services, SLA (Service Level Agreement) Reporting, billing issues and any relevant strategic issues.
• Ensuring that ITIL best practice is followed.
• Triggering any Service Improvement Initiatives.
• Functions as a point of escalation for Service Management Analysts.
• Escalation of SLA (Service Level Agreement) breaches to Manager Service Management.
• Reporting on all changes, specified per service, process, department and any other Key Performance Indicators that is agreed with the Customer.
• Recommending service improvements and initiates Service Improvement Programs.
• Expedite any major incidents logged by their customers to ensure that service is restored as quickly as possible.
• End-to-end responsibility for ensuring that all Service Level Agreements (SLA) and Operational Level Agreements (OLA) with the customer are met and levels of Service optimized.
• Ensuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent theirVisibility on a customer senior management level.
• Analyse and review Service Performance against the SLAs.
• Organise and maintain the regular Service Level review process with the Customer which covers:
• Review outstanding actions from previous reviews
• Review current performance
• Review Service Levels and Targets (where necessary)
• Agree appropriate actions to maintain / improve Service Levels
• Initiate any actions required to maintain or improve Service Levels and initiate Service Improvement Plans (SIPs) as required by the defined process
• Act as coordination point for any temporary changes to Service Levels required (i.e.: extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider, etc.)
• Attend Change Advisory Board meetings when appropriate.
• Identify improvement opportunities to make Service Management more effective and efficient.
• Ensure that the Service Level Management Key Performance Indicators are met for the assigned Customers.
• Ensure that the Service Management process operates effectively and efficiently
• Ensure that reports on Service Performance and Achievement to the Customer and Vodacom Business are produced, checked, and presented regularly and at an appropriate level.Monitor and manage the perception and expectation of the customers.

QUALIFICATIONS & EXPERIENCE

• The Service Level Manager should possess an ITIL Foundation Certificate and be moving forward to achieve the Practitioners Certificate for his or her specific process.
• A minimum of 3 to 5 years’ experience in an IT or Telecommunications environment is required.
• Proficiency in Microsoft Word, Excel and PowerPoint 
• Matric/Equivalent
   

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Job Description

• The key function of the role is to provide leadership, direction and resource stewardship to a team of senior account managers to drive sales revenue and margin goal attainment across both Private and Public Sector. The role will also be responsible for setting sales quotas and goals, creating sales plans, analysing the market for relevant opportunity and business development, assigning sales territories and building a high-performance sales team and culture. The execution thereof will be conducted within defined vertical segments through a putting in place clear and consistent account management strategies, with a view to create a focus for all segments for deliberate engagement and delivery of organisational goals.
• As a senior sales leader, it will be required that the role be able to engage customers at senior and executive levels, to drive customer business priority alignment with Nexio’s value proposition and offering. An ability to drive alignment with strategic partners and OEMs to drive joint engagement into the market will be key to success in this role. As part of the senior leadership team, the person works closely with the Managing Executive – Sales & Marketing for overall segment sales organization performance, the profitable achievement of segment sales organization goals, and for aligning segment sales objectives with firm business strategy.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations.

ROLE PURPOSE

• The Senior Account Manager (SAM) will facilitate growth in the contribution to Revenue and Gross Profit of Nexio by chiefly developing new business and then managing customer engagements at all levels within the customer business landscape.
• SAM will have enough knowledge of the market conditions from a macro and micro perspective to make informed decisions and provide direction to customers specific to their requirements.
• As a SAM understanding the Industry Verticals and the strategies needed to be effective and offer Industry Specific solutions.
• The SAM will assist in identifying solutions that need to be offered as part of collaboration with internal Nexio pre-sales-, product-, services- support staff with engaging, open communication and teamwork.
• Engaging customers in unison with Nexio’s strategies and passion for service excellence and professionalism.
• SAM engages at customer C-Levels and offers solution and services with a thorough and comprehensive understanding of their organization which supports the continued provision of essential solutions and services in a timely, efficient, and effective manner.
• SAM need to have the ability and is capable of prospecting large enterprises at an executive level and to manage multiple customer accounts efficiently and effectively.
• Exciting the customer and delivering an exceptional experience is part and parcel of the SAM and what the SAM must provide.
• Act as the customer lead to the extended solution and / or service delivery team.
• The above objectives and ability to manage stakeholders and outcomes will be essential to succeed.

ROLE REQUIREMENT

• Alignment with key strategic initiatives as determined by the Board from time to time.
• Keeping abreast of technological changes and how it influences the engagement with the various customer market verticals.
• Complete understanding of Nexio’s annual Revenue and Gross Profit budget deliverables and how each individual AM’s success is imperative to delivering on target and on budget.
• Taking the lead and driving successful customer engagements coupled with engagement from the various Nexio support teams and back-office processes
• Deliver on targeted Revenue and Gross Profit values
• Develop on a continuous basis a pipeline of prospects that will feed into the overall pipeline value of the business and meticulously update and progress pipeline opportunities to purchase orders.
• Thorough understanding of the market and market verticals and their associated technological and business requirements.
• Knowing, understanding and mapping Nexio focused solutions to customer requirements.

Additional Information:

• Being a Nexio Senior Account Manager is a high-profile professional person that is self-motivated and thrives on the challenges faced with customer engagement, self-improvement, fast paced and pressured environments.  A person with a will and a passion for success in a sales role.

TECHNICAL / PROFESSIONAL COMPETENCIES

• A successful Senior Account Manager is a self-motivated individual who can perform at optimal levels under pressure.
• Ideally must be an expert in an enterprise business or industry vertical.
• A good communicator and an original thinker that can offer ideas about generating new sales and effectively deal with people to maintain customer satisfaction.
• Ability to market and close the sale of solutions.
• Negotiation skills to secure accounts at a profit.
• Interpersonal skills to communicate with customers over the phone and in face-to-face meetings.
• Analytical skills to judge the current market and the competition to set accurate pricing.

QUALIFICATIONS & EXPERIENCE

• Matric
• Degree in Business Administration, Marketing, or similar field.
• Post Graduate qualification in Business Administration, Marketing, or similar field will be advantageous.
• 8+ years' experience delivering solution led sales.
• Understanding of sales performance metrics.
• Advanced knowledge of CRM software and MS Office.
• Hands on experience in sales and an ability to deliver.
• Advanced customer experience management capability
• An ability to deliver projects and answer inquiries on time.
• Advanced understanding of value propositioning based on customer needs.
• Satisfaction in a high tech. environment essential.

LEADERSHIP COMPETENCY REQUIREMENTS

• Exceptional team management skills.
• Excellent verbal and written communication.
• Ability to delegate efficiently.
• Extensive industry knowledge with an eye towards the future.
• Diplomacy And Patience
• People Skills
• Strategic Thinking
• Listening
• The Ability To Set And Execute the Vision of the Company