Earthlinktele

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Consumer Key Accounts Manager

Job Overview

Description

This position is responsible for achieving revenue targets, customer acquisition and revenue growth for the key customers assigned maintaining the highest customer satisfaction rates. This position is responsible for visiting clients, maintaining full support and relation with the customer to handle request immediately, collect market data, updating customer database, monitoring and escalating all customer related requests to ensure all customer requests are handled timely and effectively.

  • Handle all relationship with the major consumer accounts with large number of points or repeaters meeting revenue objectives and meeting customer needs by handling all customer requests and follow-up and ensure 100% Availability answering calls and inquiries from customers.
  • Monitor Daily the Tickets of the assigned customers and follow up on escalation of issues for the customers with the support department ensuring highest customer satisfaction, following up clients different requests upgrade, downgrade, and open new tunnels installation milestones from CRM point of view.
  • Handle answering all client inquiries at all times.
  • Follow up directing client legal inquiries to our legal department while investigating and looking up the feasibility of requested legal revisions as well as security Clearances and handling verification of information to setup the repeaters.
  • Acquire approvals on Point Setup and Towers activation, if rejected then escalate to the Manager by providing detailed analysis of the site survey reports. Handle Point activation for resellers by following up with the concerned department.
  • Follow up with the Consumer Sales Team Leader and Site Survey team to identify the Towers and Repeaters location for the client and ensure they conduct the location site survey including full details of company coverage and number of subscribers of our company compared to competition in the area.
  • Send report of the technical specs of the Tower to be installed and the recommendation of fit for service, communicate with the Resellers regarding site survey results and the needed equipment to finalize the site setup.
  • Coordinate with Sales Operations Points Activation Specialist to ensure data is up-to-date for the client and changes of information is updated regularly.
  • Work with the Regional Consumer Sales Manager on preparing campaign offers, promotional offers for the resellers to increase revenues and create new revenue streams.
  • Ensure sending and updating appropriate data of all towers and points for our company customers and maintain all data of resellers to be fully updated and maintained in databases ensuring changing information in timely manner, entering new resellers/points into the database.
  • Recording all statistics “upgrading, downgrading, new tunnels, stopped tunnels and payments” on sheets and collect into a monthly statistics to ensure proper reporting system.
  • Recording all statistics “upgrading, downgrading, new tunnels, stopped tunnels and payments” on sheets and collect into a monthly statistics to ensure proper reporting system.
  • Prepare sales forecasts for the assigned customers and provide to key account supervisor for the purpose of sales planning and budgeting.
  • Handle Conversion points from competition companies to our company.
  • Ensure sales prices are according to company approved price lists, follow up on any discrepancy and resolve it with Management.
  • Resolve conflicts between resellers in a professional and efficient manner.
  • Handle all requests related to Fiber Optics.
  • Handle all requests from Key accounts of establishing new repeaters and ensure follow up on this task.
  • Follow up with Max section for all requests, complaints, new accounts, transfer….etc.
  • Follow up replacement card with concerned department.
  • Transfer and convert source of buying card for our agents by follow up with the concerned department.
  • Follow up issuance of الكروباتbetween the points as per the resellers request in coordination with other departments.
  • Submit requested reports to Management

Requirements

  • Fair Command of English and Arabic- Written and Spoken
  • Basic use of Microsoft Office (MS Word, MS Excel, PowerPoint)
  • Company’s Policies and Procedures.
  • Relationship based sales to major corporate customers.
  • Solid understanding of business products and services in the ISP industry.
  • Strong network amongest resellers in the region.
  • Consumer Market Trends and Customer Behavior.
  • Business acumen and exposure to all areas of the sales business model.
  • Implementing strategies for winning high volume key accounts.
  • Ability to strengthen relationships with key business clients
  • Knowledge in selling Techniques.
  • Experience in sales or customer service with business accounts required.
  • Strong cold-calling and lead generation capabilities preferred.
  • The ability to work well in a dynamic, fast-changing environment that requires a high degree of multi-tasking with minimal supervision.
  • Good driving record with proof of insurance.
  • Strong interpersonal skills for interacting with employees and clients.
  • Good organizational skills to balance and prioritize work.
  • Must be self-directed and able to work independently.

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