Position: Manager; Service
Location: Dar Es Salaam Head Office - Tanzania, Tanzania
Job ID: VDEBU41
Role purpose:-
To ensure service delivery to corporate customers who have subscribed to Vodacom services are always being maintained and receive top class support. And ensure that all requests related to service delivery to customer are managed under set SALs together with proactively provide service support with frequent feedback to customers, Key account managers, Sales managers and business support desks as frequently as possible.
Key accountabilities and decision ownership
- Provide first level support to corporate customers
- Manage and resolve customers’ complaints efficiently and effectively.
- Liaise with Account Managers regarding all aspects of customer’s issues.
- Assist follow up on operation of business desk
- Ensure full knowledge of all VTPL products and services.
- Maintain Customer relationship in order to avoid churn.
- Individually responsible for Top 15 accounts.
- Handling and providing customers with solutions related and value added services.
- Handle all renewal activities while ensuring customer full compliance.
- Handle all handset related queries while ensuring that Sales Team is frequently made aware/trained with newer versions as they surface in market.
- Ensure that VTPL acquires Lion share into all serviced accounts.
- Drive all customer clinics and service projects
- Drive accounts development planning time to time
- Ensure smooth transition of acquired customer that fall under service qualification
- Provide necessary analytical reports relative to accounts performances
- Identify any risk of accounts and provide necessary actions required timely.
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Core competencies, knowledge and experience
Customer – Centric Attitude: Put customer at the centre of everything
Customer – Centric Attitude: Put customer at the centre of everything
Powerful Communicator: Able to communicate effectively with their teams.
Empathy to Customer: need to solve the difficult customer situations.
Motivator: Self-Motivation and Team motivation
Master of priority: Proactive strategy execution
Problem Solving Skills: Ability to provide timely solutions.
Recommended:
Must have technical/ Professional qualifications:
University degree or MBA advantage
3 to 5 years’ work experience is sales/service provision
Experience in support, billing, technical and system development/planning within the ICT/Managed Outsourced services space/GSM space
Drafting and defining BRS (Business Requirement Specifications) documentation
Experience with go-to-market and customer experience journeys
Online & self-service portal experience.
Ability to report sales figures, and trends
Role purpose:
• 3 to 5 years in sales management
• Proficiency in English and at least one other language
• Ability to work and manage in an ambiguous/changing environment
• Proactive, self-motivated, ability to work independently, prepared to cold-call
• Proven results in successful account acquisition and development in an enterprise multi-national environment
3 to 5 years’ work experience is sales/service provision
Experience in support, billing, technical and system development/planning within the ICT/Managed Outsourced services space/GSM space
Drafting and defining BRS (Business Requirement Specifications) documentation
Experience with go-to-market and customer experience journeys
Online & self-service portal experience.
Ability to report sales figures, and trends
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Position: Enterprise Sales Manager
Location: Dar Es Salaam Head Office - Tanzania, Tanzania
Job ID: VDEBU40
Role purpose:
Responsible for Leadership, P&L, Account Relationships, and Team Development of Sales Team at Vodacom Tanzania. ESM is to ensure that sales targets are met through selling into new accounts and further penetrating existing accounts and customer relationship are maintained and improved. ESMs are also the ambassador of Vodacom Enterprise Tanzania ensuring that other Vodacom Functions receive support and that Enterprise is fully integrated and where necessary aligned to Vodacom processes and governance.
Key accountabilities and decision ownership
• Delivers against annual targets on Revenue and TCV while keeping operational expenses of team to budgeted levels.
• Responsible for the in country acquisition of Vodacom Enterprise accounts and delivery of profitable, long term business of those accounts to Vodacom
• Works collaboratively to provide direction on the service relationship for nominated accounts
• Inputs to decisions on new propositions, product mix and services for customers
• Identifies opportunities for revenue growth – translates customer needs into solutions that enables both the customer and Vodacom profitability
• Account management with full P&L responsibility for an Vodacom Enterprise
• Introduces new innovations and concepts to key decision makers within the customer through relationship and stakeholder management of CEO’s and Sales Directors within all key clients. Understands up front through engagement at the right business level the customer’s strategic and operational issues.
• Develops integrated and partnered sales, customer fulfilment and pre and post sales strategy for accounts which drive through all areas of the customers’ business with Vodacom.
Core competencies, knowledge and experience
• Lead Conversations: Taking control for business conversations and negotiations to maximize revenue growth.
• Prospecting: Finding needs in the marketplace keeps the pipeline full of potential customers for new business.
• Upselling: Need to be able to identify opportunities for expansion revenue.
• Time Management: Self-management in sales accountability for a sales team activity day-to-day
• Drive Buying Decisions: Encourage companies to make a purchase essential.
• Problem Solving: Good problem solving skills as we all encounter problems on a daily basis
• Sales Relationship Building
• Excellent Sales Planning
• Solution Selling
• Sales Strategic View
• Team driven, motivating and inspiring,
• Excellent communication skills articulate and considered exemplary telephone manner.
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Must have technical/professional qualifications:
• University degree in Business Administration or MBA advantage• 3 to 5 years in sales management
• Proficiency in English and at least one other language
• Ability to work and manage in an ambiguous/changing environment
• Proactive, self-motivated, ability to work independently, prepared to cold-call
• Proven results in successful account acquisition and development in an enterprise multi-national environment
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