Key Account Manager

Job Description

Who We AreFounded in 2001 by the trio of Sam Darwish, William Saad, and Mohamad Darwish, along with a strong team of telecoms sector engineers, IHS Towers is one of the largest independent owners, operators, and developers of shared telecommunications infrastructure in the world by tower count, with more than 29,514 towers across nine markets. IHS continues to grow and develop its existing positions and offerings in Brazil, Cameroon, Colombia, Cte d?Ivoire, Kuwait, Nigeria, Peru, Rwanda, and Zambia.The OpportunityIHS Towers is expanding our global footprint and we are seeking an individual to join our team in Cairo, Egypt. The Key Account Manager will serve as the main point of contact between IHS and assigned and prospective customer accounts, building value-adding relationships, growing new business opportunities, and driving high levels of customer satisfaction. Customer centricity and collaborative working is fundamental to this role.Key Responsibilities? Act as Customer Account expert, implementing the Country?s and Regional Commercial Strategy to meet and / or exceed sales and service performance targets to maintain and grow IHS Market Share in Egypt. (Targets include, and are not limited to, Service Level Agreements (SLAs), Revenue, Co-Locations etc.).? Have excellent knowledge of assigned Customer accounts, pain points (for end-to-end order to cash & operations chains), and requirements. Co-plan / forecast new business with the Customer.? Lead all Customer engagement. Facilitate and attend customer meetings as required. Provide creative solutions that solve customer challenges while sustaining and / or boosting IHS?s market share.? Assess portfolio, and Customer coverage, identifying capacity gaps to market good locations / opportunities. Identify and proactively seek out new business opportunities to improve Customer results through a variety of mediums such as: Market Research, Sales Calls, Meetings & Presentations etc.? Influence key stakeholders and decision-makers by enhancing existing customer relationships and cultivating new relationships for commercial advantage.? Maintain understanding of Industry and Customers? business models, emerging trends, pain points, decision makers, network plans, and key internal processes.? Establish and chair a formalized cadence of Customer Account review meetings to review performance against targets and discuss new business product / service opportunities.? Have excellent knowledge and awareness of all IHS product and service offerings to enable up- selling and/ or cross-selling to Customers.? Provide excellent Customer support to accelerate new orders. For example, assist drafting service orders as required.? Field Customer queries to the appropriate internal stakeholder, always acting as key Customer interface. Own the Customer Experience Journey ensuring all issues are resolved in a timely manner and maintaining Customer communication.? Track Customer demand ? BTS / colo / amendments.? Input to Commercial Models, (Capex, Opex, Billing & Revenues).? Collaborate with internal teams and stakeholders, such as: Supply Chain, Network Operations, Rollout, RF Planning, Finance and Legal to ensure streamlined and speedy deliverables to Customers.? Communicate regularly with internal stakeholders to maintain understanding and awareness of existing and planned customer projects and issues.? Act as a contract specialist, maintaining current knowledge of contract conditions and terms for assigned Customers. Ensure adherence to company policy regarding generation and execution of all Contract and Legal documents related to sales processes.? Ensure accurate and transparent billing of customers through activities such as ensuring timely bill submission with relevant supporting documents and inputting accurate data into the company?s systems. Review the invoice for accuracy, ensuring the invoice is reflective of the correct billing, including of new business.? Track and report key sales and service indicators. Keep Director, Commercial informed regarding sales performance, opportunities, and customer satisfaction issues across assigned account(s).? Maximize month-on-month collections by following up with customer departments to expedite bill payments.? Draft Customer RFP proposals for internal review / presentation.

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