Enterprise Service Account Manager (SAM)
Airtel Uganda is seeking an experienced Enterprise Service Account Manager (SAM) to implement Client Service Management (CSM) strategies, enhance network performance, and strengthen customer relationships for Airtel Enterprise Services.
Responsibilities
- Implementation of the Client Service Management (CSM) Organization and the Service Assurance Management (SAM) Strategy for Airtel Enterprise Services with Customers**
- Implement Network Performance Measures and conduct periodic reviews of customer network performance.
- Deliver root cause analysis following major outages, using data provided by the Network Operations Center (NOC) and Level 2 operations.
- Identify and deploy measures to improve service levels.
- Develop and nurture relationships with key individuals within client organizations.
- Organize monthly service reviews with corporate customers, sharing reports on outages versus Service Level Agreements (SLAs), network usage, capacity planning, and changes. Advise customers based on findings.
- Identify opportunities to enhance recurring revenue in collaboration with the account manager.
Qualifications
- 8 to 10 years of experience in technical operations and customer-facing roles.
- Bachelor’s degree or postgraduate degree in business or a related field.
Skills
- Good Communication skills & mandatory fluency in OPCO local language.
- Customer Focus and Customer first attitude.
- Commercial acumen.
- Perseverance and go getter attitude.
- Collaborative relationships building & working.
- Self-Management and Personal Development.
Technical knowledge
- Analytical skills – use of facts & data, problem solving/solution orientation.
- Proficient in MS Office.
- Understanding of Telco Products & connectivity medium (Fiber, RF, Satellite etc).
- Understanding of Telco Network Operation, IPs, routing etc.
