Enterprise Service Account Manager (SAM)

• Implementation the CSM (Client Service Management) Organization & SAM Strategy for the Airtel Enterprise Services with the customers.
• Implementation of Network Performance Measures & Undertake Periodic Reviews of Customer network Performance.
• Deliver Root cause analysis following major outage, based on data provided by the NOC and L2 operations.
• Identify and Deploy Measures to Improve Service Levels.
• Develop & Nurture Relationships with relevant people at Client Organization.
• Organize a monthly service review with corporate customers, share monthly reports on outages versus SLA, network usage, capacity planning, changes, advise customers.
• Identify opportunities to shore up recurring revenue opportunities in collaboration with account manager.

•  8-10 years of experience in technical operations and Customer Facing experience.
• Bachelor’s degree or post graduate in business or any 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.