Join Airtel Tanzania PLC as an Enterprise Service Account Manager
Position: Enterprise Service Account Manager
Department: Customer Experience
Reports to: Customer Experience Director
About Airtel Tanzania PLC
Airtel Tanzania PLC, a leader in telecommunications, is dedicated to delivering superior connectivity and exceptional customer experiences. We are seeking a dynamic and results-driven Enterprise Service Account Manager to join our Customer Experience Department. This role is based on fostering strong, personalized relationships with strategic and high-value enterprise clients by providing holistic and integrated service experiences that go beyond standard solutions.
Key Responsibilities:
Strategic Client Management:
- Build and maintain one-to-one relationships with strategic and high-value enterprise customers, understanding their unique business environments and industry dynamics.
- Implement the Client Service Management (CSM) framework and strategic account management (SAM) practices for enterprise services.
Network Performance & Service Delivery:
- Monitor and review customer network performance through regular updates and performance measures.
- Conduct root cause analyses following major outages in collaboration with the NOC and L2 operations teams.
- Identify and deploy strategies to enhance service levels and minimize network disruptions.
Customer Engagement & Reporting:
- Organize monthly service reviews with corporate customers, sharing detailed performance reports on outages, SLA compliance, network usage, capacity planning, and other relevant metrics.
- Provide advisory on capacity planning, network changes, and optimization opportunities to ensure customer satisfaction.
Collaboration for Growth:
- Identify and capitalize on recurring revenue opportunities in coordination with account managers.
- Foster strong, collaborative relationships with key stakeholders within client organizations to create long-term partnerships.
Qualifications and Experience:
- Education: Bachelor’s degree in Engineering or Technology (Telecommunications, Electronics, or Communication).
- Experience:
- 8-10 years of experience in technical operations with a customer-facing role.
- Proven expertise in telecommunications products, network operations, and connectivity mediums (e.g., fiber, RF, satellite).
- Strong knowledge of IPs, routing protocols, and Telco network operations.
Key Skills:
- Analytical mindset with strong problem-solving abilities.
- Proficiency in MS Office Suite.
- Excellent communication skills, including fluency in the local language.
- Customer-focused approach with a "customer-first" mindset.
- Commercial acumen and the ability to identify revenue opportunities.
- Perseverance, proactive attitude, and self-management skills.
- Ability to work collaboratively and build relationships with diverse stakeholders.
Core Competencies:
- Strong organizational and teamwork abilities.
- Self-motivated, enthusiastic, and energetic demeanor.
- Attention to detail and a proactive approach to tasks.
- Confident, assertive, with excellent negotiation and time management skills.
- A commitment to delivering customer-centric solutions.
Why Join Airtel Tanzania PLC?
We are an equal opportunity employer that values diversity and inclusion. Decisions on employment opportunities are based solely on qualifications, merit, and business needs. Join a performance-driven organization where your skills and dedication will be recognized and rewarded.
How to Apply:
If you meet the qualifications and are ready to contribute to the growth of Airtel Tanzania PLC, click the link below to apply:
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