SimbaNET (K) Limited is part of The Wananchi Group and one East African’s leading internet, data and entertainment companies, first Triple Play brand, incorporating broadband internet, cable television and voice services.1. Job Title: Client Relations Manager
Effective Date: Immediately
Business Unit: SIMBANET Com Ltd
Report to: CRM Head
Key Responsibilities / Job Profile
CRM is responsible for handling client accounts.
They foster the relationship between the company and the customer as well as handle any projects, accounts, or issues that might be relative to that client.
These managers liaise frequently with the customer to assure them of their importance and this helps to build the customers respect and trust.
The CRM Team leader must know how their client’s money is spent, and what service they are receiving.
They send documents, information sheets, pamphlets, and samples to reassure the customer.
As a Team Leader they are also manage customer accounts, and must be able to manage them effectively and prioritize the various customer tasks.
If there are any concerns or developments that may affect the timeline, quality or duration of the project the manager has the responsibility to inform the customer.
Duties and Responsibilities:
Utilize, review and update the customer database (ERP) – invoice, contract and online database should match.
Ensure customer retention is number one priority
Provide support and reassurance to customers
Learn and Understand customer business to help you serve them better
Analyse customer data and information in order to improve customer satisfaction through constant service improvement, proactive contract reviews and upsells
Increase the company’s profits through upselling and offering different services that SimbaNET provides that are relevant to customer business
Ensure timely billing and any billing problems are addressed expeditiously.
Ensure collection of customer payments are in line with our credit policy.
Ensure customer contracts are updated and signed immediately after any service or price change.
Prepare and distribute relevant information from the company to customer timely and pro actively.
Respond to client communications or queries and resolve any client issues
Network with key customer contacts to enhance good business relationshipJob Outputs:
Meet and exceed monthly collection target consistently
Produce daily and weekly reports on collection, customer visits, upsells, downgrades, activations and terminations
Customer meeting minutesRequired Skills:
Be able to communicate effectively – verbally, in print and on the phone
Be detail oriented
Be able to Multi task and handle several client accounts
Be able to manage time and projects effectively
Be able to work along with teams
Have knowledge and experience in using Microsoft Office Software
Have efficient networking skills
Have initiative, motivation and focus
Have extensive knowledge of the company’s products and services
Be professionalRequirements
Must have experience in relevant customer handling jobs, sales or marketing
At least 3 years working experience in a similar field and role
Must be fluent in English and Swahili.
French and Mandarin will be added advantage.
Must have University or College degree.
Degree in Business Management or accounting is an added advantage.2. Job Title: Sales Accounts Manager
Effective Date: Immediately
Business Unit: SimbaNet Kenya Limited
Report to: Sales Manager
Annual Targets: Monthly target is US$ 50,000 per month
Profile and Main Purpose of the Job:
The SimbaNET Sales Account Manager will work within the SimbaNET Sales Department and will report to the Corporate Sales Manager on Daily Activities.
It is expected that the As Sales Account Manager will independently and manage sales within the SimbaNET Sales Department and at the Customer.
The Main Focus will only be Sales & Collection, Client Relations.
The Sales Account Manager will independently produce and manage quotations/proposals /tenders and will submit them to the Customer under the supervision of the Corporate Sales Manager.
The target will be to close all sales calls.
Key Responsibilities:
(a) Identifying and developing suitable Corporate, Government and Regional Prospects to approach for selling SimbaNET and Group Products, Solutions and Services
(b) Carrying out sales tasks associated with the Sales & Marketing department
(c) With the approval of the Corporate Sales Manager; Negotiating rates for proposed product or solutions
(d) Creating and building relationships and database with prospects with focus on Corporate, Government
(e) Drafting Agreements and following up with the customers for signing; Follow up payments of customers after the invoice has been raised
(f) Liaising with other departments on a quick and smooth implementation and commissioning of the projects.
To achieve prescribed level of sales and performance in key areas and maintain a pipeline of opportunities.
To work and collaborate with internal departments, pre and post sales, to ensure that all aspect of the sales are achieved effectively and on time.
To pro actively establish relationships with partners, key business organizations, government bodies and other bodies where required.
To provide regular feedback from the marketplace on the effectiveness and suitability of the products and services and new product requirements.
To prepare and submit weekly reports as requested by sales management.
To attend sales and training meetings arranged by the company and Sales Management as appropriate.
To provide a positive and professional image of the role and the company both to customers and colleagues at all times.
Identifying and developing suitable prospects to approach for selling company Products, Solutions and Services
Negotiating rates for proposed product or solutions.
Building a reputable client database
Drafting Agreements and following up with the customers for signing after receiving an LPO
Following up with the Project Team on a quick and smooth implementation after receiving an LPO.
Follow up payments of customers after the invoice has been raised – 1st Payment only.Overall Responsibilities:
Corporate, Government and other Vertical market - Pursue large special projects and all tenders that are viable and profitable.
Collections - Work with government and projects accounts to ensure payments that are due are made in a timely fashion
Information Exchange – Submit detailed and accurate weekly and monthly reports
Client Relations
To ensure the customers’ expectations are met, that they get their money’s worth, collection, ensure all customers have valid contracts, customer visit and feedback, customer retention.
To manage and administer customer accounts including schedule of activities, costs, invoicing and follow-up.
Responsible for fore fronting the Client Relations team, which shall be overseeing the building lasting business partnerships with our corporate clients
Responsible for all aspects of a Client Management Process to ensure a high level of satisfaction
Implement a solution to a client by ensuring that all key project aspects are delivered within a timely and professional manner
Ensure all clients has valid contractsSpecific Responsibilities:
Sales Activities
Assist the Corporate Sales Manager if required particular on: Sales for the range of products; Direct sales to regional end users where appropriate; Quotations;
Marketing support; Exhibitions
Collections
Work with the Client Accounts Manager to assist in efforts to collect amounts from various government entities and affiliates
Provide accurate feedback on progress made in weekly and monthly reports
Information exchange
Submit detailed and accurate weekly and monthly reportsTargets: The overall company targets for the year 2014 is USD 2.1 MILLION
Requirements:
A degree or HND in any commercial related field or Information Technology or any other suitable discipline.
Minimum of 3 years corporate selling experience in Telecommunications – ISP, PDNO, GSM operators, Resellers etcetera.
Should have good knowledge of customer relations and vastly networked.
Good knowledge of (but not limited to) - Wimax, Fiber and VSAT technologies, would be an added advantage
Ability to multi task and deliver on other tasks as may be assigned by the superiors from time to time, with minimum supervision.
Of good temperament, right attitude, innovative and responsive in carrying out their duties.Required Competencies:
Excellent communications skills and strong negotiation skills
Fluent in English (written and spoken) and Kiswahili (spoken)
Ability to grasp the fundamentals of Sales and manage the cycle
Ability to quickly grasp concepts, work under pressure, deliver to meet deadlines
Must be self‐driven, motivated, enthusiastic, positive and pleasant individual who is result oriented
Ability to interface and communicate professionally and politely at all levels within a corporate environment
Must have emotional maturity to enable them to work with customers who may sometimes be upset
Must pay attention to detail to ensure all aspects of customer satisfaction are covered
Must be a team player and can demonstrate the ability to work with the various departments within the company to achieve the shared Vision
Ability to accurately report sales figures, trends and customer requirements
Ability to assume responsibility for accuracy and timeliness of work product
Ability to manage staff as well as facilitate change
Willingness to work irregular hours, weekends, and holidays as in when neededPersonal Characteristics:
This individual must have a strongly developed sense of responsibility and work commitment.
He/she must be highly motivated and eager to learn.
He/she should be able to follow instructions and plans of action.
Professional and personal ethics are essential.
Most importantly, this individual should have a positive attitude towards work and view it as a means of intellectual achievement as well as that of living.
Respect, Openness, FlexibleHow to Apply
Qualified and interested candidates send their application and CV torecruitment@simbanet.co.ke indicating the position you are applying for on the subject line not later than 13th February 2015.
SimbaNET COM Kenya is an Equal Opportunity Employer and will offer competitive compensation to the right candidate.
Only shortlisted candidates will be contacted
