SME 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

SME Account Manager

Primary objective of the job: 

The Account Manager is responsible for the management of sales and relationships with our small and medium enterprise customers, ensuring their long-term success. The Account Manager role is to manage a portfolio of assigned customers, develop new business from existing clients and actively seek new opportunities. The Account Manager will develop an ongoing business relationship with strategic clients and provide solutions to their business needs, thereby meeting or exceeding sales, profit and customer experience targets, which requires a thorough understanding of the assigned industry segment.

Main Duties and Responsibilities:

• Leads the client’s account planning cycle ensuring client’s needs and expectations are met.
• Achieves or exceeds targets assigned by the business.
• Maintains an effective business relationship with the client's executive team, leading meetings, presentations and proposals.
• Is responsible for identifying opportunities and proposing solutions to customers, using the most effective approach.
• Is accountable for total customer satisfaction, market share, profit and revenue within the client base (assigned quota).
• Assists in negotiating customer contracts involving others as necessary and helps ensure compliance by all parties.
• Has a significant impact on customer satisfaction.
• Participates with the sales and cross-functional teams in the planning of programs and strategies.
• Utilizes quality principles in the development and assessment of client proposals and deliverables.
• Effectively manages the development, delivery and presentation of client proposals.
• Effectively qualify, negotiate and close opportunities.
• Adeptly uses Salesforce for accurate sales forecasting through understanding of the client’s business cycle, financial constraints, evaluation criteria, concepts and attitudes of key client decision makers.
• Uses internal resources effectively to meet objectives in each call, opportunity and situation.
• Competently identifies and executes solutions for complex problems associated with management of the account.
• Effectively communicates with Digicel Business management on account and territory plans, sales forecasts, customer satisfaction issues, competitive analyses and other key data.
• Uses strong communication (verbal and written) skills in building client relationships, proposals and deliverables.

REPORTING

• Analyze and project the financial performance in comparison to established goals/targets and understand any deviations that may pose commercial or other form of risk to the business.
• Responsible for the preparation of quarterly, monthly and weekly forecasts.

ACCOUNTABILITIES AND PERFORMANCE MEASURES

• Maintains high customer satisfaction ratings that meet company standards.
• Completes required training and development objectives within the assigned time frame.

Academic Qualifications and Experience Required:

• At least 4-5 years’ experience in customer-facing activities in a B2B environment.
• Sales & Telecommunications experience is a must.
• Proficiency with IT software such as Excel, power point, Word, etc. is a must.
• Ability to communicate clearly and concisely both verbally and written.
• A technical solution expertise in a comparable sales role.
• Very good understanding in GSM, LTE as well as in ICT solutions.

Functional Skills:

Project Management & Execution

• Highly self-motivated, self-directed, and attentive to detail
• Excellent organizational and time management skills
• Strong, innovative and creative problem solver and strategic thinker
• Excellent execution skills and ability to measure and impact of execution
• Interprets the feedback from relevant functional areas and converts them into action plan
• An entrepreneurial spirit with the ability to think strategically and act tactically

Analytical Skills

• Evidence of aptitude in analyzing problems, identifying alternative solutions, projecting consequences of proposed solutions actions and implementing recommendations in support of goals.

Communication & Team Work

• Proven ability to work in a team-oriented, collaborative environment
• Communicates with clarity, coherence, cordiality, openness and transparency
• Experience communicating and working under stressful conditions

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 Account Manager is responsible for the management of sales and relationships with our small and medium enterprise customers, ensuring their long-term success. The Account Manager role is to manage a portfolio of assigned customers, develop new business from existing clients and actively seek new opportunities. The Account Manager will develop an ongoing business relationship with strategic clients and provide solutions to their business needs, thereby meeting or exceeding sales, profit and customer experience targets, which requires a thorough understanding of the assigned industry segment.