Account Relationship Manager at Safaricom Kenya

The Account Relationship Manager at Safaricom will manage an assigned list of Strategic Accounts (TML-Target Market List). The key objective is to drive driving segment propositions and business revenues to exceed targets. This will be through acquisition and retention of baseline under their management. 

Account Relationship Manager Job Detailed Description 

• Customer Acquisition & Revenue Growth
• Identify growth prospects (New/Up-sell/Cross-Sell) within the TML
• Drive identification and adoption of relevant segment propositions
• Device strategic plans for Relationship penetration and ensure implementation of tactical plans including pipeline management.
• Proactive Relationship performance management and tracking
• Grow Solution Sales within assigned TML; through acquisition and penetration.
• Provide thought leadership and Insights from customers engagement
• Relationship & Baseline RETENTION
• Develop and execute customer ring fencing strategies
• Stimulate existing prepositions within assigned TML
• Develop strong relationships at CXO and wider Buying Centers to understand mid-to-long term customer objectives.
• Churn Management
• Contract Management: Follow up on all existing contracts & renewal.
• Provide insight into the refinement of customer journey processes
• Timely response to customer correspondence (not later than 24 Hrs.)
• Flag potential escalations timeously. 

Relationship Account Development Planning 

• Formulate and manage customer relationship through up-to-date Account Development Plans.
• Leverage company assets (events & activities) to nature relationship with key stakeholders (CXO & Buying Centre). 

Reporting

• Manage reporting cycles (daily, weekly, and monthly).
• Strict adherence on use of CRM (SFA) systems for progressing customer orders and reporting.
• Timely circulation of customer meeting minutes (Not later than 24 Hrs.) 

NPS

• Drive Net Promoter Score by:
• Maintaining strong and deep relationships with accounts under direct management
• Follow through on all customer issues until closure.
• Maintaining communication with the customer throughout the entire customer journey. 

Requirements for Account Relationship Manager Job 

• A Bachelor’s degree
• At least 3 years exposure in Service and/or Customer management for major corporate clients, commercially savvy with detailed understanding of the technologies the company is selling and issues that typically arise
• Industry certifications would be an added advantage.