ICT Senior Account Manager

Company description:

Digicel Group Limited

Job description:

About Digicel

Digicel is a leading digital connectivity and communications provider, delivering modern wireless and fiber networks across 25 markets in the Caribbean, Central and South America. Serving nine million customers through mobile, home, and business solutions, we play a critical role in enabling economic participation and digital inclusion in the region. Our commitment to strong governance, inclusive access, and long-term value creation is embedded in how we operate every day. Backed by our DIGI values—Diversity, Integrity, Growth, and Innovation—our 5,000 employees are focused on driving impact for the customers, communities, and countries we serve.

Visit www.digicelgroup.com for more.

Job Title

ICT Senior Account Manager

Primary objective of the job: 

The ICT Senior Account Manager is accountable for the end-to-end management and life cycle of all new and complex ICT clients across multiple verticals. The primary role is to grow our existing base through selling mainly ICT solutions and acquisition of new mobility solutions and effective management of their new business funnel. Finding new business is a critical part of the role through networking, cold calling, leveraging existing clients to build a pipeline of new opportunities.

Main Duties and Responsibilities:

• Responsible for managing the end to end billing cycle and dealing with under agreed contractual SLA’s any queries the account may have.
• Accountable for managing the handset allocation fund as well as effectively communicating with the customer through the agreed lines of communication.
• Responsible for debt management. 90-day debtors are to be kept to a minimum and where necessary, ensuring that agreed payment plans are put in place and enforced. 
• Conduct regular account reviews, quarterly at a minimum or monthly if the size of the account dictates such.
• Document all customer meetings in Sales Force ensuring that actions, owners and timelines are noted and tracked.
• Responsible for maintaining a strong relationship with the areas that drive demand into Sales and Service Directorate, and for ensuring an up to date roadmap of demand is maintained to allow planning and alignment of priorities and resources in Sales and Service channels.
• Required to influence the shape and scope of programs to ensure they create outcomes which are aligned with the Sales & Service goals and strategy.
• Employ strong relationship management skills as well as robust project/program planning, governance, tools and techniques to ensure all risks, issues and dependencies are managed and impacted stakeholders are always appropriately engaged through clear engagement and communication strategies.
• Take the lead on all change demands from assigned accounts, influencing the scope, outcomes, planning and delivery of change programs and initiatives to lead the business in any integration.
• Liaise with wider delivery teams beyond Sales and Service, ensuring they are aware of and focused on the strategic goals of the directorate and that the wider teams in Sales and Service are engaged through effective communications and timely engagement of Sales & Service subject matter experts.
• Must build strong and credible relationships with key stakeholders, owners and sponsors across Sales & Services directorate and wider business, influencing and being personally accountable for communicating progress and driving action to ensure achievement of deliverables and business benefits.
• Required to maintain and improve an excellent segment, commercial and channel knowledge across S&S, owning and managing cross channel alignment meetings, ensuring proposition and category alignment is maintained and dependencies are identified and managed.

• Any other duties as assigned by the  – Team Leader, the Service & Account Director and the Chief Commercial Officer.
• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Academic Qualifications and Experience Required:

• At least 5 years experience selling into the public sector and government accounts.  Knowledge of framework agreements and the ability and gravitas to work with and navigate large organisations.
• Minimum 2-3 years B2B or direct sales & field based or telephone cold calling experience.
• Ideally, a first degree in Management / Marketing / Sales or equivalent qualifications.
• A Diploma in Management Studies or equivalent or management training incorporating the management of Human Resources and the concepts of Managerial Accounting and Budgetary Analysis.
• Knowledge of functions & operations of the Telecommunications industry.
• Knowledge of security, cloud, mobile, wireless, fixed voice & data products & service offerings.
• Working knowledge of CRM & contact management systems, e.g. Salesforce.com

Functional Skills:

You will have strong leadership and influencing skills, including communication to senior stakeholders, as you will be expected to communicate at CEO / CIO level, plus excellent relationship management skills and the ability to negotiate and build effective relationships across Sales & Service and Digicel Group.

• Knowledge of Cloud services, Virtualization, Security, WAN, MPLS, IPLC, DPLC
• Experience of managing and reporting pipeline through use of SalesForce.com
• Proven track record in B2B & Business Solutions Sales
• Provide consultancy, design and development services to Digicel’s Corporate Clients
• Interface directly with customers on technical issues where necessary
• Experience in understanding and positioning Business Solutions to the Corporate market
• Excellent analytical and organizational skills
• Ability to assist in the design of networks, services, systems architecture, systems as well as the

• development and integration of overall solutions

DISCLAIMER:

This job description indicates the general nature and level of work expected of the incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent may, and probably will be asked to perform other duties as required.  Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.

Profile description:

The ICT Senior Account Manager is accountable for the end-to-end management and life cycle of all new and complex ICT clients across multiple verticals. The primary role is to grow our existing base through selling mainly ICT solutions and acquisition of new mobility solutions and effective management of their new business funnel. Finding new business is a critical part of the role through networking, cold calling, leveraging existing clients to build a pipeline of new opportunities.