Account Manager

To drive Enterprise sales growth, revenue, profitability and customer retention through effective account management, business development and pipeline management. The role analyses customer, sales and revenue performance, identifies growth opportunities, provides forecasts and management reports, and recommends data-driven actions to improve customer value and commercial performance.

Purpose of Job (Responsibilities)

Key Results Areas (Accountabilities)

1. REVENUE GENERATION AND SALES

GROWTH

• Generate revenue from the sale of Enterprise products and services in line with agreed sales and revenue targets.

• Develop new B2B business opportunities across relevant digital, mobile money and traditional Enterprise services and convert qualified opportunities into sustainable revenue.

• Maintain focus on profitable growth, customer retention and collection of billed revenue within the assigned portfolio.

• Identify cross-sell and up-sell opportunities that expand customer value and strengthen Zamtel share of wallet.

2. ACCOUNT MANAGEMENT AND

CUSTOMER RETENTION

• Develop and maintain trusted relationships with assigned customers and serve as a primary commercial interface for day-to-day account requirements.

• Acquire a thorough understanding of customer needs, business priorities and service expectations and translate them into relevant commercial actions.

• Coordinate resolution of customer issues and complaints, following agreed actions through to closure in order to maintain trust Human Resources (2012) and satisfaction.

• Conduct regular account reviews and proactively manage retention risks, service concerns and relationship gaps.

3. BUSINESS DEVELOPMENT AND

PIPELINE MANAGEMENT

• Identify, qualify and progress new sales opportunities within existing and prospective customer accounts.

• Maintain a healthy sales pipeline with clear opportunity values, stages, probabilities, next actions and expected closure dates.

• Coordinate internal stakeholders required to develop proposals, commercial offers and solutions that respond to customer equirements.

• Track conversion performance and take corrective action on stalled, ageing or low probability opportunities.

4. CUSTOMER NEEDS ANALYSIS AND

SOLUTION DEVELOPMENT

• Gather and document customer business requirements and work with relevant technical and product teams to shape appropriate solutions.

• Analyse customer usage, service performance, spend and business needs to identify improvement and growth opportunities.

• Present proposed solutions and value propositions clearly, ensuring alignment to customer objectives and Zamtel commercial requirements.

• Confirm agreed deliverables, timelines and responsibilities and follow through implementation issues affecting the customer.

5. REVENUE ASSURANCE, BILLING

AND COLLECTIONS

• Ensure invoices and relevant billing information reach customers on time and follow up payments to minimise debt accumulation.

• Monitor billed revenue, collections, aged debt and account-level revenue performance and escalate material variances or risks.

• Work with Finance, Billing and other stakeholders to investigate billing discrepancies, disputed charges and Human Resources (2012) collection challenges.

• Support accurate revenue recognition and account reconciliation through timely customer and internal follow-up.

6. OPERATIONAL PROCESSES AND

CUSTOMER SATISFACTION

• Ensure established Enterprise sales, account management and customer service processes are consistently followed and documented.

• Coordinate fulfilment of agreed customer deliverables within committed timelines and escalate service or delivery risks early.

• Monitor customer satisfaction and service experience within the assigned portfolio and coordinate corrective actions where required.

• Maintain appropriate customer records, approvals, correspondence and supporting documentation for operational and audit purposes.

7. BUSINESS ANALYSIS,

FORECASTING AND COMMERCIAL

INSIGHTS

• Analyse sales, revenue, collections, pipeline, customer usage and profitability data to identify trends, risks and commercial opportunities.

• Prepare revenue and sales forecasts using current pipeline, historical performance and customer intelligence, and explain material variances.

• Develop customer and portfolio insights that support account planning, customer segmentation, retention and targeted growth initiatives.

• Recommend data-driven actions to improve conversion, revenue quality, customer value and commercial performance.

8. REPORTING, CRM DATA

MANAGEMENT AND CONTINUOUS

IMPROVEMENT

• Prepare accurate weekly, monthly and quarterly reports covering revenue, sales pipeline, collections, customer activity, risks and key account actions.

• Maintain complete and current customer, opportunity, activity and forecast information in approved CRM and reporting systems.

• Provide concise management commentary on performance against targets, key variances, emerging risks and required Human Resources (2012) interventions.

• Identify process, reporting and account management improvements and support implementation of agreed corrective actions.

Qualifications & Experience

Attributes and Skills

• Relevant tertiary qualification in Business, Marketing, Commerce or a related field.

• A degree in Business or a related field is an added advantage.

• Minimum of three (3) years’ related experience, preferably in the telecommunications or FMCG industry.

• Relevant experience in B2B/Enterprise sales, customer account management, business development or related commercial operations.

• Working knowledge of customer relationship management, revenue forecasting, market trends, commercial contracts and customer retention processes.

• Practical ability to use Microsoft Office and CRM/reporting tools for data analysis, forecasting and management reporting.

Key Skills:

• Enterprise sales and account management.
• Business development and pipeline management.

• Business analysis and data interpretation.
• Revenue forecasting and financial analysis.
• CRM data management and reporting.
• Customer needs and requirements analysis.
• Problem solving and decision making.
• Presentation, negotiation and stakeholder management.

Key Attributes:

• Customer focus.
• Commercial awareness.

• Analytical thinking.

• Relationship building.

• Integrity and professionalism.

• Team orientation.

• Flexibility and adaptability.
• Assertiveness and follow-through.