Support and assist the Senior Account Manager with the implementation and management of operational and promotional plans within assigned accounts, ensuring effective delivery and support of strategy and macro-plans as defined by the Key Account Manager.

Key Tasks: Indicates those KPA’s that are essential to the position itself. These are normally specific to the incumbent, the job and the function. Excludes role and leadership / management.

Input into Operational Planning

•   Provide input into operational and promotional planning which will ensure revenue growth within an allocated portfolio of accounts.
•   Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
•   Recommend ways to exploit new opportunities to grow the business further
•   Provide input into the fine tuning of processes, systems and support in line with changing work practices.

Account Management

•   Maintain a thorough knowledge of commercial terms of agreements and manage and grow commercial relationships within assigned portfolio of accounts.
•   Carry out commercial relationship obligations (or assist into) within allocated portfolio of accounts, after commercial agreements are concluded.
•   Assist with the management and maintenance of account and promotional plans for an assigned portfolio of accounts.
•   Provide assistance with the end-to-end management of sub-portions of the RSM’s accounts under the RSM’s supervision.
•   Manage one or more allocated accounts in line with regional / channel strategy and macro-plans as defined by the channel / sub-channel / regional    managers.
•   Resolve escalated issues or escalate as appropriate.
•   Implement innovative promotional activities in line with Marketing and channel objectives, requirements and guidelines.
•   Increase MTN’s Brand presence continuously by increasing MTN influence within the allocated portfolio of accounts.
•   Provide input into the forecasting of acquisition numbers, retention numbers and stock required for the allocated portfolio of accounts.
•   Liaise with relevant areas to ensure delivery of SLA for the assigned portfolio of accounts (e.g. supply chain, billing, etc).
•   Support in the identification of P&S information and training requirements for staff within allocated portfolio of accounts and liaise with    Marketing and Training to ensure provision of effective information and training as required.
•   Provide regular feedback on competitive threats to MTN business and advice on product/service enhancement requirements.
•   Provide feedback on MTN’s risk exposure regarding the financial performance of the allocated portfolio of accounts and provide recommendations as    appropriate.
•   Prepare reports on account performance as required.

Customer Service and Satisfaction

•   Build and maintain solid relationships with all stakeholders.
•   Provide on-going support to existing accounts and work actively towards creating new profitable revenue streams through new accounts.
•   Ensure all customer queries are attended to and resolved within agreed SLA’s.
•   Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product.
•   Consider the implications of actions to be taken for the customer / the effect of actions on the customer.
•   Provide advice on the best approach to reach the best results.

Quality Control

•   Utilize sound practices that comply with best practice, legislation or other regulations / parameters / guidelines.
•   Maintain quality standards that will enhance the customer experience and cost efficiency.
•   Work consistently according to standard operating procedures.
•   Analyse situations and take necessary action to ensure quality is maintained.
•   Seek feedback from clients/ stakeholders and continuously seeks ways of improving on quality and customer service standards.

Supervisory / Leadership / Managerial Tasks:  Refers to the responsibilities for directing, guiding, motivating and influencing others.

•   Adopt a customer centric approach
•   Build employee relations and collaborative teamwork
•   Build professionalism, loyalty and commitment to the organization
•   Communicate actively and effectively resolving any potential conflicts that may arise
•   Have the self insight and flexibility to adapt to different situations
•   Live the MTN Brand – change and influence employees behaviour

Minimum Requirements – minimum necessary, and not the ideal / preferred should be included.
Education:
•   Minimum of 3 year Degree / Diploma in Commerce ( Sales / Financial  /Marketing / Communication) or related

Experience:
•   At least 3 years of experience in the telecoms industry
•   Experience in Account Management is essential, preferably in fast moving industry
•   ICT Experience (GSM) is preferable
•     Minimum of 3 years’ experience in a area of specialisation; with experience in supervising others
•     Experience working in a medium  organization

Training:
•   Products and Services
•   Telecommunications
•   GSM technology
•   Contract appreciation and business related courses

Competencies
Skills / physical competencies:

•   Planning skills – plan, prioritise, resource allocation and deliver on time
•   Analytical skills – weighing up the pro’s and con’s; making sense of information
•   Computer literate
•   Problem solving skills
•   Conflict management skills
•   Communication skills
•   Negotiation skills
•   Presentation skills
•   Ability to meet deadlines
•   Project management skills
•   Business acumen
•   Presentation Skills

Behavioural qualities:

•   Assertive – being tough when necessary without fear or favour
•   Courage and conviction – challenging the status quo and breaking down silo barriers to performance, and overcoming resistance to change
•   Resilience – to repeatedly challenge despite setbacks and resistance
•   Proactivity / initiative – to introduce ongoing changes to maximise productivity and influence the future
•   Focused and priority driven – staying focused amidst the multiple demands and expectations
•   Innovative
•   Customer centricity
•   Accuracy and attention to detail
•   Decisive and action-oriented
•   Diplomacy and tact
•   Relationship builder – strong people focus
•   Operate with integrity (high ethics)
•   Pressure / stress tolerance
•   Consultative
•   Perseverance
•   Team-orientation
•   Ability to take initiative and work both in isolation and be a team player
•   High balanced leadership
•   Relationship building both internal and external
•   Integrity
•   Effective Communicator.
•   Ability to handle fast pace and rapid change in a consultative manner

General working conditions/ Inherent requirements/ Tools of trade (e.g. shift work, drivers license (code), vehicle (make) specific tools (e.g. dial in facility, special cell phone, etc), special clothing, environmental requirements, etc.)

•   Flexible working hours
•   Flexibility to travel (local)
•   Constant pressure to meet extremely tight deadlines

KPA Quality Standards/ Measures (KPI’S for job)

•   Achievement of sales, retention, customer development and revenue targets for the assigned accounts
•   Accurate forecasting of acquisition numbers, retention numbers and stock required within assigned accounts
•   Customer satisfaction index
•   CMAT targets
•   Achievement of customer and internal KPA’s
•   Timely reporting and the accuracy thereof
•   Implementation of operational and promotional plans