NUMBER & TYPE OF JOBS REPORTING DIRECTLY (1ST LEVEL)

Transcription

1 Job Description Job title Key Accounts Manager / Regional Key Account Manager Department Sales Reporting structures Sales Executive DIRECTLY 1ST LEVEL Chief Strategy Office REPORTING 2ND LEVEL NUMBER & TYPE OF JOBS REPORTING DIRECTLY (1ST LEVEL) NUMBER & TYPE OF JOBS REPORTING INDIRECTLY (2ND LEVEL) Main purpose To achieve and exceed the sales order intake target for account portfolio by managing the customer relationship at all levels especially the C, D & E levels, ensuring customer satisfaction and identifying, creating and pursuing new opportunities and revenue growth for the portfolio. ACCOUNTABILITIES & RESPONSIBILITIES Strategic Sales Management Sell DFA products and services to assigned client portfolio Identify and cross sell new DFA products and services through diligent, robust and thorough account management principles Forge or develop high level relationships (C, D and E levels) with the intention of expanding our market share and make DFA the preferred partner of with assigned portfolio to ensure incremental business for DFA products and services Engage executive leadership in creative solutions to influence future order intake As per set targets Through monthly contact meetings with clients Regular contact meetings with clients Quarterly / annual strategy meetings Job Description 1

2 ACCOUNTABILITIES & RESPONSIBILITIES Prepare account strategy outlining the sales account plans, forecasts and pipeline management for new and existing clients Understand customer strategic, tactical and operational strategy. Effectively solve problems and manage risk to ensure that set targets are met. (mitigate risk at all times) Optimal retention of existing business and or clients by maintaining at least 95% renewal of business and prepare proposals and tenders in accordance with sales and pricing business rules. Understanding of prospective client s business and product /services requirements. Develops and lead the Implementation of the Account Strategies based on an appropriate understanding of customer situation, its needs and industry trends. Ability to understand and articulate the DFA value proposition Strategic and conceptual selling using solution selling approach into new clients Assist with the preparation of contractual agreements. Drive and supports new products, services and solutions into the account. Manages pre - and post-sales support areas to ensure seamless introduction of new product services and propositions to accounts. Represent client interest within DFA to ensure that service adjustments are done where necessary Promote DFA brand by being true DFA ambassador in the industry. (exemplary and professional) Where required assist in expediting payment by the client. Account plans aligned to targets Attend monthly meetings with SDM and NOC All expired services to be renewed at all times Engage clients on the product / service offering to end under every time during service meetings with NOC Always attend meetings where contractual / SLA matters are discussed with clients Product presentation at least once a year New product presentation at least once a quarter to clients Highlight parking bay issues during Sales and cross functional invocoms Engage client every time client has missed one or two payment Customer Relations Ownership Oversee and coordinate the relationship between team members in own organization with their counterparts in allocated accounts. Develop a positive relationship with the relevant stakeholders in the account, prioritising communication at C - and Executive level. Set up strategic product / service meetings on quarterly and or half yearly to facilitate DFA client top management engagement. Reporting Careful and accurate forecasting and reporting and in a timely manner as requested from time to time. Provide monthly sales forecast reports as and when required. Present monthly / weekly qualified sales Quarterly strategy discussion meeting Budget annually, forecasting every time there are changes, they should be highlighted during invocoms Job Description 2

3 ACCOUNTABILITIES & RESPONSIBILITIES pipeline/forecast to ensure that red flags are raised on time. Ensure that CRM is an accurate reflection of pipeline status Secure reliable business intelligence relevant to new business opportunities and provide feedback at weekly sales Invocoms. KAM to ensure that they obtain sufficient Product Sales /Technology / Solutions / Services Training to enhance their knowledge of DFA offering. Participate and take ownership during weekly Sales Invocoms especially parking bay issues which may affect the order intake. Account Management Drives growth in allocated accounts through the introduction of new products and services (increase number of products and services we provide) Increase market growth. As per the company strategy business opportunities will be filtered accordingly and then presented at the ORF Forum Take ownership of the new business opportunity and the business case up to the signature of the contract. Identify and evaluate value creating business opportunities individually and in collaboration with Solutions architects / TAMs Identify strategic fit and prioritise opportunities and pursue and implement identified opportunities Leading the sales opportunity & customer interface for the proposal to ensure that information is provided to the Bid team to improve the bid and thereafter to close the sale. Leading the process to convert the new sales opportunity into an order Regular visit to customers, and expedition of issuing of orders (Facilitate all customer-related contact sessions like meetings, quarterly review, strategic planning sessions Provide constant feedback regarding the link maintenance performed by DFA maintenance department to ensure that DFA deliver on its promise Facilitate the process: Pre-empt complaints as first point of contact for clients Influence future tender publications by ensuring that they are aligned with DFA solutions. Liaise with Technical Account Manager and Planner to obtain their (technical) inputs in designing customer solutions Receive order request / mandate from customer by coordinating both technical and commercial pro- Zero deviation from what is right Provide information on weekly basis during invocoms Highlight all learning topics during sales and cross functional invocom and where necessary arrange training with relevant department Weekly participation during Sales invocoms Highlight at new and potential opportunities during Sales invocom Every time there is a contractual matter to be sorted out with client Assist clients at all time to ensure that their offering to their clients in done in the quickest possible utilising DFA products and services At least one a week phone call and or a visit At least once a month with SDMs Zero complaints from clients As and when there are potential tenders in the pipeline for clients All solutions to be issued with transmission plans from TAMs Job Description 3

4 ACCOUNTABILITIES & RESPONSIBILITIES cesses. Compile the commercial offering based on the link planning information Influence customer strategy to enhance competitive advantage as most customers are resellers of DFA services (fibre). Align client needs to DFA product offering Ensure that ATPs are send to client on time and signed one are returned by clients timeously. Train and organise training for clients on new products and services to ensure that clients understand DFA product suite. Add value to the DFA entrepreneurial climate in line with corporate values Ongoing assessment of DFA delivery to ensure that client loyalty and future business is guaranteed Understand competitor services in the market to enhance your product knowledge Communicate effective customer engagement solution approaches Ensure that information that is send to client, put on the system is correct through constant liaison with relevant admin at all times. After-sales services Arrange monthly or quarterly meetings with clients to ensure that the NOC / Operations keeps them client up to date with all the new and changes to client services and more importantly ensure that that NOC management engage at the right levels to enable you to solicit new business based on NOC link performance report. Work according to standard operating procedures to manage customer expectations by maintaining close relationship with portfolio management Advise customers / partners on being competitive in the market, for example on amount and type of fibre and how to save costs Continuously stay abreast and be involved with client business plans in order to keep them informed of how DFA plans to improve / enhance their product offering. All ATPs to be signed within 5 working days. Quarterly Live DFA values Ensure that your clients participate in annual customer / brand survey Always understand and give feedback to product management Ensure that sales admin gets all the right information to enable them to get all the required information for your quotations to client Monthly service meetings Job Description 4

5 ACCOUNTABILITIES & RESPONSIBILITIES Sales Targets Increase sales volumes, especially on existing DFA network to ensure return on investment Draw up comprehensive sales plans: Compile and present to Sales Executive (Sales Forecast which becomes target). Yearly Ensure sales target variance is regularly tracked against account pipeline Budget Management Develop and control annual budget and forecasts / pipeline on monthly basis Yearly Prepare and control both sales and expense budgets Admin Obtain customer enquiries for services and ensure that quotations are done timeously: Generating quotes Receiving and processing orders Ensure that ATPs are sent and collected from clients on time. Manage CRM system (such as generating of reports) Miscellaneous & General Perform any other strategic function related to your duties and responsibilities that may be assigned from time-to-time by management. All the time Ad hoc Competencies and Minimum Requirements: COMPETENCY DEFINITION 1. Leading & Deciding 1.1 Deciding & Initiating Action Takes responsibility for actions, projects and people; takes initiative and works under own direction; initiates and generates activity and introduces changes into work processes; makes quick, clear decisions which may include tough choices or considered risks. 2. Supporting & Co-operating 2.1 Working with People Shows respect for the views and contributions of other team members; shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well. Job Description 5

6 2.2 Adhering to Principles & Values Upholds ethics and values; demonstrates integrity; promotes and defends equal opportunities, builds diverse teams; encourages organisational and individual responsibility towards the community and the environment. 3. Interacting & Presenting 3.1 Relating & Networking Easily establishes good relationships with customers and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others. 3.2 Persuading & Influencing Gains clear agreement and commitment from others by persuading, convincing and negotiating; makes effective use of political processes to influence and persuade others; promotes ideas on behalf of oneself or others; makes a strong personal impact on others; takes care to manage one s impression on others. 3.3 Presenting & Communicating Information Speaks fluently; expresses opinions, information and key points of an argument clearly; makes presentations and undertakes public speaking with skill and confidence; responds quickly to the needs of an audience and to their reactions and feedback; projects credibility. 4. Analysing & Interpreting 4.1 Writing & Reporting Writes convincingly; writes clearly, succinctly and correctly; avoids the unnecessary use of jargon or complicated language; writes in a well-structured and logical way; structures information to meet the needs and understanding of the intended audience. 4.2 Applying Expertise & Technology Applies specialist and detailed technical expertise; uses technology to achieve work objectives; develops job knowledge and expertise (theoretical and practical) through continual professional development; demonstrates an understanding of different organisational departments and functions. 4.3 Analysing Analyses numerical data and all other sources of information, to break them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgements from the available information and analysis; demonstrates an understanding of how one issue may be a part of a much larger system. 5. Creating & Conceptualising 5.1 Learning & Researching Rapidly learns new tasks and commits information to memory quickly; demonstrates an immediate understanding of newly presented information; gathers comprehensive information to support decision making; encourages an organisational learning approach (i.e. learns from successes and failures and seeks staff and customer feedback). 5.2 Creating & Innovating Produces new ideas, approaches, or insights; creates innovative products or designs; produces a range of solutions to problems. 5.3 Formulating Strategies & Concepts Works strategically to realise organisational goals; sets and develops strategies; identifies, develops positive and compelling visions of the organisation s future potential; takes account of a wide range of issues across, and related to, the organisation. 6. Organising & Executing Job Description 6

7 6.1 Planning & Organising Sets clearly defined objectives; plans activities and projects well in advance and take account of possible changing circumstances; identifies and organises resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones. 6.2 Delivering Results & Meeting Customer Expectations Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals. 6.3 Following Instructions & Procedures Appropriately follows instructions from others without unnecessarily challenging authority; follows procedures and policies; keeps to schedules; arrives punctually for work and meetings; demonstrates commitment to the organisation; complies with legal obligations and safety requirements of the role. 7. Adapting & Coping 7.1 Adapting & Responding to Change Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences. 7.2 Coping with Pressure & Setbacks Maintains a positive outlook at work; works productively in a pressurised environment; keeps emotions under control during difficult situations; handles criticism well and learns from it; balances the demands of a work life and a personal life. 8. Enterprising & Performing 8.1 Achieving Personal Work Goals & Objectives Accepts and tackles demanding goals with enthusiasm; works hard and puts in longer hours when it is necessary; seeks progression to roles of increased responsibility and influence; identifies own development needs and makes use of developmental or training opportunities. 8.2 Entrepreneurial & Commercial Thinking Keeps up to date with competitor information and market trends; identifies business opportunities for the organisation; maintains awareness of developments in the organisational structure and politics; demonstrates financial awareness; controls costs and thinks in terms of profit, loss and added value. Working Conditions Travelling will be required Knowledge, skills, and qualifications Grade 12 National Diploma or Bachelor's Degree in Sales and Marketing or a related tertiary qualification (or studying towards one) 2 years' practical Sales, Project Management or Account Management experience in the telecommunications or related industry Proven track record in exploring new business opportunities Valid driver's licence Ability to multitask and work on several projects simultaneously Job Description 7

8 Effective communication skills Good verbal and written communication skills Presentation skills (to prospective and existing clients) Ability to coordinate meetings between different disciplines Ability to interact with other departments Ability to work accurately and maintain service standards under pressure Good networking skills Ability to work independently and within a team Strong conflict management skills Strong selling and negotiation skills Creative thinking and problem solving skills Ability to adapt and respond to changes Work towards meeting set targets Good decision-making skills Determination to meet company goals and objectives Computer literate in MS Office Excel, Word, PowerPoint, etc. Adherence to and compliance with all budget requirements e.g. cell phone, expenses, entertainment and fuel Ability to identify and execute client needs / requirements Personal attributes Flexible and open-minded Able to work under pressure without supervision Good social and interpersonal skills Displaying passion for quality service Meticulous and attentive to detail Highly motivated, innovative and enthusiastic Approvals APPROVED NAME SIGNATURE DATE Analyst Job Holder Line Manager Job Description 8

9 HR Manager Job Description 9