Manager: Key Account Management

The Manager (KAM) will manage a group of selected global MNC accounts (1 to 5 small to medium accounts) with a prime focus on increasing share of wallet. The role will work with a diverse team (including but not limited to Sales, Pre-Sales/Solution Architects, Service Managers) to maintain and grow account base and ensure service delivery and customer satisfaction.

MTN is entering a new phase in its lifecycle where operational and commercial excellence has become critical for success. The urgency for change has become more heightened amidst increased competitive intensity across all markets in which MTN operates. The Manager: Key Account Manager must therefore ensure the successful delivery in context of:

• MTN positioning as the best connectivity provider in Africa
• MTN decision to centralise the management and solution creation of Regional MNC accounts
• Rapidly changing ICT environment
• The geographic complexity of MTN’s foot print across Africa
• Management of executive and local shareholder expectations across all 22 OpCos
• Achievement of top quartile operating efficiency and effectiveness through scale and common processes
• Driving growth through business intelligence and standardization to maximize business impact
• Management of customer and supplier expectations
• Enhance MTN position as a leading network and system provider

Constant dynamics and local challenges in the economic, regulatory and legal environments.

The Manager: KAM will be accountable to achieve the following objectives:

• Manage ~1 to 5 regional MNC accounts throughout their lifetime with MTN (existing and potential perspective clients) and across and beyond MTN footprint
• Responsible and accountable for the managed accounts revenue targets
• Deliver account planning and manage pipeline through use of statistical data related to clients and industry trends
• Defend accounts through understanding competitive intelligence and understanding customer’s needs
• Cross-sell and up-sell to existing client to grow account revenues and share of wallet
• Pursue sales opportunities and leads to close new accounts
• Ensure delivery of financial and operational targets
• Liaise with and manage interaction with Local Account Managers for his dedicated accounts within each OpCo and other virtual team members across all relevant functions
• Coordinate operations related to his/her managed accounts with the Local Account Managers within each OpCo
• Partner with bid management organization to build out detailed RFP responses and contract development
• Develop and maintain strong long-term relationships with the key account decision makers
• Evaluates customer preferences, pricing, product terms and conditions to ensure that client requirements are met; gather and analyse data regarding competitor pricing and products and ensure that MTN products and services fit customer requirements
• Provide input into data collection for reporting and forecasting
• Adhere to MTN policies for compliance and sound governance
• Collaborate to provide direction on the service relationship for nominated accounts e.g., interlocks with supporting departments to ensure accurate billing
• Responsible for quality bid and proposal management, identifying and reporting on key risks and issues
• Provide inputs to decisions on new product propositions and services for customers based on his understanding of the customer requirements and needs
• Create reports on sales pipeline and expected RFPs from the account managed
• Develop relationships to guarantee understanding and involvement in the connectivity RFPs issued by of his/her managed accounts in order to increase the chances of conversion for MTN
• Interlock with supporting departments to ensure billing customer service centres are supporting the nominated accounts

Role Deliverables

• Revenue growth
• Account planning
• Pipeline management

MNC account decision making and relationship maps.

• Customer service and satisfaction

Role Dependencies

• Support from Local Account Managers, service managers, sales support, solution architect and MTN Wholesale
• Understanding of the MNC accounts, the market and regulatory context
• Alignment between OpCo and Group functions

Billing and sales support function

Education:

• Minimum 4-year Academic Degree (Sales & Marketing / Finance / IT)
• Post graduate qualification (MBA/CA/Masters as advantage)
• English, French (as advantage)

Experience:

• 3-5 years sales experience in ICT industry focussed on the ISP/Telecommunications sector
• Experience with Multinational Accounts
• Bronze Certified as per MTN Sales Academy Certification process
• Knowledge of sales performance reporting
• Excellent communication skills across verbal, written, and presentation and experience of presenting to senior customers
• Worked across diverse cultures and geographies advantageous
• Experience in global/multinational enterprise, coupled with working in emerging markets
• Proven track record of performance against sales targets
• Fluency in French (desired)
• Basic understanding of the business drivers for the demand of ICT and connectivity portfolio
• Fair understanding of MTN products and solutions

Competencies:

• Business Acumen, Problem Solving, Information processing, Influencing others
• Data interpretation, Judgement, Continuous improvement, Reporting
• Get it done, Communication, Innovative, Agile, Accountable

Other:

Flexibility to travel (local / international)

–           As per MTN DOA

Responsibility towards:

• Direct reports and supporting teams
• Matrix and line reports – Direct reporting to Global Sales Lead
• Key customers – New or existing MNC accounts
• Key suppliers – All MTN business units, third party service providers, customers and OpCos
• Other Relations – Maintain brand, company vision & strategy and internal staff
• Able to create solid relations with middle management and visibility at Cx level
• With the support of the Senior GAM is able to plan and coordinate the 360 client engagement plan
• Operates at a level where is able to handle complaints and escalations at a mid-management level and is able to bring the required MTN team to support with the more senior client members

Leadership and Account Team Management:

• Capable to coordinate and influence the overall account team
• Proactive contributor of ideas
• With the support of the Senior GAM, able to coordinate the ADP implementation, activities and targets
• Open to feedback and positively receives the guidance provided by senior members of the team
• Proactively engages and ask for guidance

Ensures the alignment of expectations with senior members of the team.