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Full-time
Senior Manager – Enterprise Customer Enablement (Re-advertised) Job at MTN Uganda
MTN Uganda
Job Description
To provide specialized industry technical knowledge, design and deliver on ICT solutions that meet the needs and demands of Business Enterprise customers. The position carries the technical responsibility for design authority, technical excellence, service delivery and support from simple to complex cost-efficient ICT solutions to enterprise customers. on GSM, Non-GSM, and converged services platforms. The scope of the portfolio includes providing exceptional customer service and support to enterprise customers with focus on both GSM and Non-GSM services among which include connectivity, communication, digital enablement services, Converged Services, IT Platform capabilities /capacities and Managed ICT Services.
Duties, Roles and Responsibilities
- Expert Solution Architecture: Build, maintain and manage continuous technical relationships within corporate customers and partners to ensure high levels of satisfaction through consultation and technical design.
- Client Experience: Management of large, technically complex bids and proposals. Ensure customer satisfaction by designing and conceptualizing complex solutions and after-sales service for customers that are revenue-generating, deliverable and supported by the business.
- Governance and Control Measures: Ensure alignment with Group EBU sales and solutions architect’s processes and customer service best practices. Strict compliance to relevant policies and procedures
- Lead and manage a team of customer enablement professionals, ensuring they have the necessary skills and knowledge to deliver exceptional customer service and support.
- Defining the solutions/products/services strategy and communicating these both internally and externally. Develop short and long-range customer enablement solutions goals, objectives and operations plans.
- Drive the implementation of customer enablement solutions that enables high Q0S and ensures the SLAs are met.
- Identify value propositions to the marker that can be realized by existing network infrastructure & designs.
- Understand the overall ICT needs of corporate customers and consistently seeks to build systems and processes that deliver on the customer’s underlying needs.
- Co-ordinate and work with multiple engineering/projects teams for the managing and planning of programs, projects and tasks aimed to deliver business solutions.
- Support the Sales team in the Bids preparation process.
- Minimize CAPEX and OPEX spending in technology in collaboration with CTIO and their teams.
- Assists in the preparation of the Business Solutions Business Plan by preparing the departmental budget and business plan. Identifying CAPEX/OPEX requirements operational and personnel requirements to achieve strategic objectives.
- Negotiate delivery dates and resource plans with internal stakeholders.
- Assist internal process improvement initiatives for the sales, delivery & support of Business Solutions
- Assist internal stakeholders with understanding the products and provide system automation networking and customer support for the suite of products that make up the environment.
- Follow up and verification of SLA of products and services delivered.
- Interact with Network, IT functions and Data Support Teams for the follow up of clients and to ensure a better quality of service to clients as per the signed Contracts and SLAs
- Ensure flawless technical support to customers.
- Responsible for the interface & coordination with Technology and Procurement groups.
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
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Read the detailed job description, Roles and Qualifications.
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