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  • Posted: Mar 18, 2023
    Deadline: Not specified
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    MainOne is a leading provider of innovative telecom services and network solutions for businesses in West Africa. Our world-class infrastructure enhances the productivity and profitability of our customers. Since its launch in 2010, MainOne has developed a reputation for highly reliable services to become the preferred provider of wholesale Internet servi...
    Read more about this company


    Customer Experience Manager


    • The Customer Experience Manager is responsible for overall customer satisfaction and retention and all the intricate details involved in that process.
    • These intricate details include the purchasing, provisioning, service usage and performance, updating of network services (planned/unplanned maintenance, upgrades/downgrades, contract renewals, etc.), monitoring of trouble reports for effective resolution, resolution of billing and payment issues and prompt resolution of any customer escalations.
    • Accordingly, the Customer Experience Manager shall be responsible for ensuring that all these touchpoints are effective, meet specified KPIs and coordinate for the most optimal customer experience.

    Specifically, other responsibilities include:

    • analyzing customer data to understand and accurately anticipate customer expectations and requirements– even before the customer articulates them and provides personalized attention. This helps resolve customer issues faster and more accurately.
    • creating actionable insights that preempt negative customer experiences through a thorough analysis of customer data and feedback
    • providing a focus on SLA management and customer satisfaction across the relevant customer base.
    • defining appropriate schedules and coordinating formal customer review meetings
    • collaborating with all relevant technical teams in managing planned and unexpected operational and technical events
    • providing support for all customer satisfaction issues and ensuring adequate root-cause analysis is conducted and a corrective action plan is followed through in each case
    • ensuring that relevant internal processes and methodologies are specified and followed in line with business requirements and customer expectations
    • developing and driving initiatives towards exceptional customer experience
    • ensuring that data on all customer-facing portals are accurate and up-to-date and ensuring proper follow-up when data indicate any anomalies for prompt and effective resolution
    • monitoring all customer-facing portals for significant service disruptions, incidents, or issues; tracking status and facilitating questions for, or status updates to the relevant teams as needed.
    • developing feedback and complaints procedures for Customer use (post-incident survey, customer satisfaction survey, etc.)

    Qualifications, Skills & Competencies

    • Bachelor's degree in relevant disciplines
    • Postgraduate/relevant professional qualifications will be an advantage.
    • 10-12 years experience with at least 5 years in a senior Service Delivery role.
    • Excellent Interpersonal Skills
    • Strong IT Skills: Word, Excel, Powerpoint
    • Decisive and able to meet aggressive delivery timelines.
    • Self-starter and proactive
    • Mature and able to coordinate diverse teams and functions to achieve a common goal and priority.
    • Detailed-oriented and able to take ownership of assigned tasks.
    • Organized and comfortable handling multiple priorities
    • Good understanding of the Company’s products and services, internal operations and critical customer SLAs as well as supporting internal OLAs
    • Strong communication skills and a high energy level
    • Able to be patient with and handle demanding customers.
    • Strong commercial and financial awareness

    Demands of the Job

    • Problem-solving skills
    • Ability to work under pressure
    • Ability to handle the challenges that come with the job.
    • Capable of multi-tasking, managing time and prioritising workload.
    • Ability to collate and interpret data from various sources.
    • Willingness to learn and develop new skills.
    • Actively seek innovative ways of improving existing systems and processes.
    • Very good understanding of Main One’s products and processes
    • Ability to work with minimal supervision
    • Confidentiality

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    Data Center Customer Solution Architect


    • Primary responsibility is the seamless delivery of approved high quality data center solutions to the business which meets signed off customer requirements on time and up to global standards for MainOne customers.
    • Present and explain technologies to customers, guide them through requirements gathering, and formulate data center solutions.
    • Gather requirements, create accurate Solution Overviews, High-Level Designs, bills of Materials (BOM), and write proposals and Statements of Work (SOW) for data center solutions.
    • Will lead from Pre-sales solution formulation through project deployment; including bid preparation and customer interface resulting in solutions architecture proposals and delivery for data center solutions.
    • Manage multi-faceted DC projects with diverse stakeholders. A track record of successful DC project management is important. Build and maintain a strong relationship with customers and internal teams.
    • Work closely with the Data Center Planning and design team for Capacity and resource planning.
    • Interfaces with key vendors to develop customer solutions.
    • Assist internally to create and maintain documentation, templates, processes, and other collateral for use by Sales and marketing teams.
    • Works closely with other Solution Architects to create functional specifications, and low-level technical designs.
    • Develops all the required technical documentation, drawings, and release notes content at feasibility stage to be provided to the project manager for project delivery.
    • Assists with DC demand planning, scheduling and managing of projects.
    • Attends customer / internal customer facing meetings as required to properly gather requirements and understand the business need
    • Coordinate with Data Center Consultant or suppliers for CFD Analysis on Hyperscale solutions.
    • Ensures adherence to IT Architecture principles and guidelines.
    • Delivers effective communications both written and verbal.
    • Updates job knowledge by attending educational opportunities and training events

    Qualifications, Skills & Competencies

    • Bachelor’s Degree or equivalent in Information Communication Technology, Engineering or Computer Science
    • Cisco CCNA/CCNP Data Center
    • CDCDP (Certified DC Design Professional, DCDC (DC Design Consultant)
    • PMP, Prince 2 or other industry equivalent
    • At least five (5) years of experience in proposal development, designing architecture, and implementing Data Center Solutions.
    • At least five (5) years industry experience
    • Design, planning, and deployment of data center solutions for Hypersacalers, Enterprises and public sector customers
    • Proven success and experience selling data center technology solutions and services to small businesses, enterprises and global customers.
    • In-depth level knowledge of networking technologies including but not
    • Experience in relating business requirements to system and infrastructure
    • Experience with Data Center designs and set-up including structured cabling. 
    • Sound commercial business understanding and risk aware
    • Experience in telecom architecture.
    • Excellent communication, presentation and leadership skills
    • Creative, collaborative and innovative approach.
    • Proactive with a positive 'can do'
    • Set up and maintain a best practice library of company proposals and architectural designs proposed to customers with success and conversion rate
    • Team player / Ability to work independently / Ability to work with little supervision

    Demands of the Job

    Strong background in solution design with focus on Data Centre Collocation/Cloud technologies

    • Background in IT/Telecom industry.
      • Leadership skills and Problem solving
      • Prioritizing workload of self and others
      • Written and verbal communications
      • Contract review/negotiation and influencing skills.
    • Relationship Management and Analytical Skills

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    Corporate Finance & Treasury Manager


    • The Manager will be responsible for defining and negotiating where applicable the appropriate capital structures for all business transactions including loans taking into consideration the business needs, corporate liquidity, risk management, accounting, and legal/policy requirements.
    • He or she will manage the organization’s liquidity, investments and loan books.
    • He or she will utilize an analytical approach and methodical thinking in managing a range of transactional and advisory work within the Finance Department.  

     Other responsibilities include

    • Forecast cash flow positions, related borrowing needs, funds available for investment and ensure all obligations are met as and when due by maintaining adequate funding of the cash position and effective treasury management.
    • Negotiate bank charges and fees to obtain lowest transaction costs for the enterprise.
    • Advise management on the liquidity aspects of its short and long term planning.
    • Invest funds for optimal returns.
    • Maintain banking relationships and work with bankers to ensure minimal charges on bank accounts.
    • Manage funds and minimize forex exposure.
    • Advise on exchange and interest rates risk mitigating hedge products where this may be beneficial to the group.
    • Arrange for and manage debt financing as required.
    • Maintain a system of policies and procedures that impose an adequate level of control over treasury activities across all business entities.
    • Ensure the policies are reviewed as necessary and adhered to by team members.
    • Contribute to the strategic planning and development of the organisation.
    • Supervise the input and handling of financial data and reports for the company's automated financial systems.

    Qualifications, Skills & Competencies


    • Bachelor’s Degree in any numerate course.
    • CFA, MBA and any other professional certification such as ICAN/ACA/ACCA would be an added advantage.
    • Six (6) to eight (8) years of relevant experience in Banking Operations, Treasury Management and/or Corporate and Investment Banking with at least two (2) years’ experience in a supervisory role.

    Competencies Required:

    • Strong Quantitative Skills
    • Research Skills
    • Proficiency in MS Office
    • Superior Analytical and Problem Solving Skills
    • Impeccable Attention to Detail
    • Strong Leadership Skills
    • Exceptional Interpersonal and Communication Skills
    • High level of integrity and professionalism, especially in dealing with confidential information
    • Time and Priority Management Skills.
    • Excellent negotiation skills.

    Demands of the Job

    • Have regular updates on financial management issues and cash management strategies.
    • Able and willing to work long hours and meet tight deadlines.
    • Knowledge of finance, accounting, budgeting, and cost control principles including IFRS and IAS.
    • Knowledge of Federal and State financial regulations.
    • Able to communicate effectively in person, in writing and over the telephone with individuals and at C-level with a wide variety of organisations and audiences.
    • Able to research, analyse and interpret complex information and produce clear verbal and written reports.

    Method of Application

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