Enterprise Service Account Manager at Airtel

Responsibilities

• Implementation 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 cause analysis following major outage, based on data provided by the NOC and L2 operations. 
• Identify and Deploy Measures to Improve Service Levels (SIP).
• 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

• Years of experience: 8-10 years of technical operations and Customer Facing experience.
• Bachelor's degree in a management field: Master's degree will be an added advantage. 
• Good knowledge of CX and Enterprise Business an added advantage.
• Good Communication skills & mandatory fluency in OPCO local language.
• Customer Focus and Customer first attitude.
• Commercial acumen o Perseverance and go getter attitude.
• Collaborative relationships building & working.
• Self-Management and Personal Development.
• Analytical skills – use of facts & data, problem solving/solution orientation.
• Proficient in MS Office.
• Understanding of Telco Products & connectivity medium (Fiber, RF, Satellite etc).
• Understanding of Telco Network Operation, IPs, routing etc.
• Speaking local language as well, located in-country.