Enterprise Service Account Manager at Airtel Tanzania

At Airtel Africa, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you.

We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers.

By choosing Airtel, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Africa.

Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.

Responsibilities

• Implementation of the CSM (Client Service Management) Organization & SAM Strategy for the Airtel Enterprise Services with the customers.
• Implementation of Network Performance Measures & Undertake Periodic Reviews of Customer network Performance
• Deliver Root causes analysis following major outage, based on data provided by the NOC and L2 operations.
• Identify and Deploy Measures to Improve Service Levels
• Develop & Nurture Relationships with relevant people at Client Organization.
• Organize a monthly service review with corporate customers, share monthly reports on outages versus SLA, network usage, capacity planning, changes, advise customers.
• Identify opportunities to shore up recurring revenue opportunities in collaboration with account manager.

Qualifications

Educational Qualifications, Skills, Competencies, Attributes, Technical Skills

• Bachelor’s in engineering/technology (Telecommunications/Electronics & Communication).

Relevant Experience (Type of experience and minimum number of years)

• 8-10 years of technical operations and Customer Facing experience
• Analytical skills – use of facts & data, problem solving/solution orientation
• Proficiency in MS Office
• Understanding of Telco Products & connectivity medium (Fiber, RF, Satellite etc.)
• Understanding of Telco Network Operation, IPs, routing etc.
• Good Communication skills & mandatory fluency in OPCO local language
• Customer Focus and Customer first attitude
• Commercial acumen
• Perseverance and go getter attitude.
• Collaborative relationships building & working
• Self-Management and Personal Development

Other requirements (Behavioral etc.)

• General Financial knowledge
• Strong analytical skills
• General Telecommunication knowledge
• Excellent understanding of telecommunication product development processes
• PC literate and absolute understanding and application of project management tools and techniques in a complex systems environment
• Project Management
• General Management
• Stakeholder and Relationship Management