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About the role:

• The role provides the required and much needed Pre-sales, Technical and Operations related support to the Enterprise Services Business for efficient and timely Service delivery within the service value chain.

Responsibilities

Prompt and effective solution delivery

• Responsible for initial solution design and client information gathering (including pre-installation site survey) for all enterprise projects.
• Coordinate with 3rd party vendors in order to deploy enterprise solutions and for enterprise core network maintenance and support.
• Coordinate closely with enterprise support team for trouble ticket resolutions, logging and closure.
• Coordinate with enterprise sales team concerning the submission of proposals to clients.
• Attend technical sales meeting along with sales managers in order to capture client’s request for service provisioning.
• Keep a project tracker for all ongoing enterprise services implementation from order to completion in close coordination with network and provisioning team and publish such tracker periodically (daily, weekly or forthrightly) for the benefit of sales and enterprise team.
• Provide all required documentation including approval process for implementation kick-off of all enterprise service provisioning (crf and any other supporting documents). 
• Provide the enterprise sales team with the job completion certificate for customer concurrence and endorsement to mark the completion of service provisioning and billing commencement.
• Coordinate the billing and invoicing of enterprise customers based on signed job completion certificates.

Strong Support Structure

• Monitors all alarms and measurable parameters on the enterprise network monitoring application/tools in order to compile a weekly/monthly KPI report and include bandwidth utilization. 
• Drive the resolution of all enterprise link outages and faults in coordination with enterprise operations team with regular updates on resolution paths and action plans.
• Supervise and ensure proper quality assurance on all 3rd party installations on enterprise client sites.
• Coordinate the technical support activities of 3rd party vendors both during and after enterprise service implementation.
• Assist in the resolution of all client outages and push repeat issues to problem management team for prompt fixes and compile weekly fault resolution reports to track service reliability trend.
• Carry out and track spares as part of ensuring MTTR when replacement items are required at CPE as subset of outage resolution on client site.

Service level agreement compliance

• Ensure compliance with the MTTR Clause in the contractual agreement with clients through proactive monitoring of service activity on each account
• Minimize churn through effective management of customer and organizing Service review meetings at intervals.
• Ensures prompt resolution of Network related issues in order to maintain the maximum service availability. (Avoid penalty payouts /Unnecessary Revenue deduction).
• Confer with SLA performance manager and compile all outage reports for Enterprise managed accounts and make it available to Enterprise Sales Account Managers for reconciliation of such report with the customers when required.
• Assist with other documentations which might be required to keep track of (Enterprise service catalogue) - Enterprise circuits and database including Technical and commercial details.

Qualifications

Educational Qualifications  

• Bachelors in Computer Science Engineering, Electrical Electronics with Computing Option or any other IT related courses
• Professional qualifications in Networking such as CCNA, CCNP or higher will be an added advantage.
• ITILv3 and any service management exposure is desirable

Relevant Experience 

• Minimum of 5 years of work experience with 1-2 years of relevant experience in Telecom Industry. 
• Relevant experience in IT/telecom enterprise services networking environment will be preferred. 
• Good Sales techniques overview and exposure.
• Extensive knowledge of Microsoft office suite (MS Project, Word, Excel, Visio and Power Point) will be required.
• Good knowledge of Agile or any process improvement techniques.

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Responsibilities

Responsible for the implementation, acquisition & retention strategy for prospective and existing accounts in sector of assignment

• Visit a minimum of 5 Corporate Organizations per day, 25 visits per week, 100 visits per month, therefore for 6 months = 600 visits
• Encourage and develop opportunities to have Airtel presence in all Corporate Organisations  in your sector
• Create opportunities to run presentations of Airtel Corporate products to sector of assignment
• Create symbiotic relationships in events sponsorship with Corporate Accounts all in a view to drive sale of our corporate products and revenue growth. 
• Create exceptional opportunities to sell special products like E1 PRI, Data Centre Services and Smart Advertising in the sector
• Grow (upsell/cross-sell) the usage of Corporate products in the sector allocated to you

Responsible for evolving account development plan and relationship management process for accounts in sector of assignment guided by the signed service level agreement

• Drive the sale and activation of the above products across the sector.
• Maintain and manage database of all Corporate customers in your sector
• Update the top 20 accounts KPI dashboard weekly to effectively access Airtel’s RMS

Responsible for analysis of competitor’s activities as well as relevant market development and proposing pre-emptive counter measures

• Monitor the activities of competition and develop or recommend counter measures to win competition.
• Reporting of various CUG packages by Competition and customers special promotional activities.

Responsible for the day to day management of all customer’s concerns and enquires

• Develop good relationship management processes with both existing accounts and prospective customers.
• Liaise with Support teams to ensure prompt and adequate resolution of all customers’ complaints

Responsible for the weekly and monthly reports on customer activities, bill delivery and collection in the sector of assignment

• Report timely, of all initiatives, potential prospects, queries, challenges, call plan and new sales made in your sector Every Friday 4.30pm
• Follow up with respective Service Executives and Finance to ensure bills are delivered and payments received promptly

Responsible for Revenue Assurance

• Encourage all existing customer to pay their bills timely to avoid barring.  
• Reduce debt portfolio and churn within sector.
• Escalate all price review and service quality issues to avoid churn

Qualifications

Educational Qualifications  

• A University Degree in Business Administration, Marketing or related course

Relevant Experience 

• Must have 2-3 years preferably in FMCG, Consumables & telecom
• Must have 2-3 years of experience in managing Corporate Accounts 
• Candidate should be committed to the common goals and values of the organization