Account Manager Enterprise Sales at eStream Networks

About the job

• Key Account Manager is responsible for handling all accounts (customers) in the company.
• He or She is the Lead point of contact for all client matters, anticipate the client's needs, work within the company to ensure deadlines for the client are met, and help the client succeed. 
• This role will also maintain and manage existing customer revenues and upsell where possible to increase revenue and profitability of the company.

Duties and responsibilities

Strategic Responsibilities

• Work with the Head of Sales to develop and implement corporate vision; sales policies, process and procedures; account retention, and sales strategies/plan. 
• Acquire a thorough understanding of customer needs and requirements.
• Appraise existing product features and develop a go-to-market strategy. 
• Develop and expand trust relationships with a portfolio of assigned clients by: 
• constantly engaging the customer both official and unofficial.
• continuously proposing solutions that meet their business objectives to avert churn.

General Expectations

• Conceptual Thinker - Executes strategic initiatives to achieve business objectives.
• Problem Solver - Has the mental agility to identify and solve customer challenges promptly.
• Improvement Driver - Executes and identifies opportunities for revenue growth. 
• Technical / Analysis and Problem-Solving Responsibilities
• Effective and timely planning of resources (human and material) towards achieving client retention and assured revenue. 
• Generate revenue targets for all the company’s products through upselling existing customers; retention fulfilment, and client support. 
• Ensure the correct products and services are delivered to customers promptly
• Serve as the link of communication between assigned customers and internal teams
• Resolve any complaints and problems faced by customers and deal with complaints to maintain trust
• Maintain regular progress reports and forecasts to internal and external stakeholders using key account metrics

General Expectations

• Results Achiever - Produces sustainable business results 
• Operationally Astute - Set priorities correctly; plan, organize, and execute your weekly activities to achieve your weekly expected results. 
• Interpersonal, Relationship Management & Collaboration
• Collaborate with service management, network operations, and commercials to provide top-quality service at all times for all existing customers. 
• Provide input to costing and realistic pricing for all company products for corporate customers.

Communication 

• Seek and provide regular important and useful updates and feedback to HOS and other stakeholders.
• Generate and submit daily and weekly reports of all sales activities to HOS to make good business decisions.

Customer Focus 

• Identify customer needs and suggest appropriate service/solutions to meet the needs. 
• Provide platforms to receive customer feedback.
• Ensure prompt resolution of customers' complaint.

Competency Requirement

Education & Work Experience

• A university degree in HND or a bachelor's degree in any discipline/ field.
• Minimum of 3-5 years relevant (Sales) experience in ISP or Telecommunication 
• Experience in Account Retention in the Telecommunications and ICT Industry
• Knowledge of SLA management, lead generation, lead closure, and customer relationships, preferably in the Telecoms and ICT industry, will also be an advantage

Certifications

• Information Technology Infrastructure Library (ITIL) 
• Certified Sales Professional (CSP). 

Skills & Abilities

• Oral and written skills
• Relationship management.
• Time Management
• Strong communication and interpersonal skills with an aptitude for building relationships with professionals of all organizational levels
• Good organizational skills.
• Good knowledge of Microsoft Suites, especially Word, Excel sheets, and PowerPoint Presentation
• Ability in problem-solving and negotiation.

 KPAs

• Maintain Monthly Assured Revenue Targets. 
• Minimize Customer Churn.
• Percentage growth in subscriber base.
• Percentage growth in product offering.
• Maintain a high standard of customer relationships.
• Percentage level of customer satisfaction.
• Strict compliance to eStream ISO 9001 Procedures.

Working conditions

• You may be required to sit in cold (air-conditioned) rooms for a long time.
• You may occasionally work off-site