Enterprise Service Account Manager (SAM)

• 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.

• 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.