Service Account Manager at Airtel

Service Account Manager Responsibilities

• The role holder duties will include but not limited to:
• Actively participate in the implementation of the CSM (Client Service Management) organization and the Service Account Management strategy for Airtel Business Services. 
• Undertake periodic reviews of customer network performance and implement network performance measures 
• Deliver root cause analysis for major outages based on data provided by Network operations and L2 operations.
• Identify and deploy measures to improve service levels
• Develop and nurture relationships with relevant people at the Customer’s 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 respective account managers
• Develop and drive service improvement plans (SIP) to address chronic faults
• Deliver customer Service Level Agreement (SLA) reports with the support of the Network Operations Centre and network team
• Develop customer operations guide and maintain customer network documentation
• Organize monthly service review meetings, share monthly reports on outages against Service level agreements, service credits reconciliation, network usage, changes, capacity planning and recommendations
• Notify customers about scheduled network maintenance works. 

Qualifications

Qualifications, Competencies and Behaviors required:

• Undergraduate degree in a business-related field with at least 3-5 years of technical operations and Customer Facing work experience 
• Working knowledge of telco connectivity medium e.g. Fiber, RF, Satellite etc and understanding of Telco Network Operation, IPs, routing etc
• Customer centric with good communication skills 
• Sharp commercial acumen with analytical and problem-solving skills
• Resilient with a go getter attitude. 
• Collaborative with good interpersonal skills 
• Proactive with an entrepreneurial mindset

In the vibrant Kenyan job market, finding the perfect career opportunity has never been easier. Whether you’re looking for Jobs in Kenya or exploring Kenya Jobs, our platform is your ultimate destination for a seamless Job Search Kenya. We specialize in Recruitment Kenya, connecting top talent with leading companies across the nation. If you’re in the process of Hiring Kenya, our extensive database and targeted job listings ensure you find the best fit for your team. Start your journey with us today, where opportunities in Kenya are just a click away.