Job Description

Role Purpose

To implement the companyxe2x80x99s retention strategy in order to maximise the existing customer base thereby ensuring a high percentage level of in contract customer base. To identify opportunities where solutions can be implemented through up and cross selling initiatives, to retain and increase the revenue base. To provide sales support where required for all renewal and retention opportunities.

Customer Satisfaction: Build and Maintain Relationships

To build and maintain relationships with internal and external customers in order to retain customer base. Engage regularly with KAMs weekly and monthly to identify and drive retention opportunities. Engage regularly with external customers in order to drive retention opportunities. Communicate with KAMs on all cross and upselling opportunities to retain existing customers. Contribute to the increase in NPS performance.

Renewals & Retentions

Focus on out of contract and contract coming of out contract in 30/60/90 days. Provide support to Enterprise, wholesale, SME, Government and Partnerships
Create pipeline opportunities for Kams and for voice/NBB/Internet contact customers to offer renewal campaigns. Ensure in contract performance is> 80%.

System / Product Knowledge

Familiarise yourself with both Cloudsense and SFDC in order to load orders. Develop and good understanding of all LIT products and solutions in order to have meaningful customer engagements. Develop an in depth understanding of competitor products and solutions in order to retain, cross and upsell LIT services. Develop and good understanding of all LIT products and solutions in order to have meaningful customer engagements.

Manage Accounts

To manage a set of accounts within a nominated sales vertical in order to provide feedback and analysis within a focused area. Provide proposals for the creation of retention and renewal opportunities which can be handed over to the KA. Generate an in-depth analysis of the existing contractual customer base within the specified vertical, in order to identify retention and renewal opportunities. To manage a set of accounts within a nominated sales vertical in order to provide feedback and analysis within a focused area.

Data Integrity

Take ownership of data integrity within specified vertical, to ensure accurate reporting.Ensure that the CRM and Billing systems are synchronized and up to date.Engage with revenue assurance, Finance and IT on a monthly basis to maintain data integrity.Log and track change requests on specified system in order to fix discrepancies relating to data changes.

Grade 12Essential

Business qualificationDesirable

3 years Exposure within the ICTEssential

3 years Experience within the sales environment of an ISP or TelcoDesirable

3 years Clear understanding of the telecommunications industry together with product offerings in the South African market. Essential

Liquid Tech (Pty) Ltd.