Cellulant Account Manager Job in Kenya

Who are we?

Cellulant* is a mobile commerce company. It operates Africa’s number one mobile commerce network and aims to connect 100 million customers to its mobile commerce ecosystem.

Cellulant* was founded in 2003 and has currently operations in Kenya, Nigeria, Tanzania, Uganda, Rwanda, Ghana, Zimbabwe, Mozambique, Malawi, Zambia, Botswana and every year moving into new countries.

To be able to meet these aggressive growth expectations we need to grow our dynamic team. We invite you to be part of that growth by submitting your application to the following role.

Account Manager 

(5 Posts)

Account manager is responsible for increasing customer adoption of Cellulant’s mobile commerce Products & Services and drive transactional revenue for the banks.

S/he is charged with the role of managing the relationship between Cellulant and its customers from an account perspective and to ensure that the clients are engaged at all times. 

In addition the Account manager is required to look at other influencing factors within the company and externally that can help drive growth in the relationship Cellulant has with its customers.

Responsibilities.

Managing Portfolio of clients: The role will involve being responsible for managing a portfolio of clients by;

• Building and developing a good working relationship
• Being responsible for the overall delivery of products and services to the clients
• Building a strategy with the clients to deliver products and services
• Being responsible for the overall delivery of projects on spec, on budget and on time for customers.
• Being responsible for meeting the Financial and Non-Financial KPI’s that are set for each client
• Business development with new and existing clients

Service Delivery;

• Ensure that customers receive the expected level of service from Cellulant and that SLA’s are maintained.
• Ensure the service management framework is adhered to with every client.
• Ensure rapid response to customer queries/complaints.
• Provide critical internal feedback to the necessary stakeholders on internal processes and other areas where improvements can be made to ensure better service delivery

Client Consultation;

• Provide advisory role to customers by providing consultation on digital channels fundamentals; including but not limited to – increasing registrations on digital channels, driving usage and retention, value adding services.
• Identify client requirements and develop digital strategy road map that aligns the clients and Cellulant’s strategic vision.
• Provide insights to clients on the direction of mCommerce and the direction of digital channels to further influence the client’s digital strategy.

Client Awareness;

• Be responsible for understanding the clients’ organization and structure, their digital strategy and related budget & KPI’s
• Provide internal feedback to the business as to the state of the relationship with our clients. Be responsible for driving improvement of distressed relationships and strengthening of good relationships.

Project Management;

• Be the main point of contact with the client during all phases of deployment of products and services.
• Keep the client regularly updated on project status
• Identify, highlight and mitigate against any potential project risk areas and liaise with the client on the same.
• Assist in prioritizing projects in line with the size of the opportunity and the availability of resources.
• Additional responsibilities;
• Provide support and leadership during companywide initiatives where commercial input is required. This involves volunteering for additional responsibilities and deliverables from time to time.
• Represent commercial teams during internal meetings and discussions. Dissemination information to commercial teams and collecting feedback to be shared during these meet

Key Performance Indicators;

• Meet and exceed our (banks) customers’ expectations and improve the overall service levels
• To ensure that projects initiated are within scope and budget.
• Expand our regional footprint through bank acquisitions by sharing knowledge with the other markets
• Increase no. of registered customers
• Drive customer usage
• Maintain client relationships
• Maintain excellent service levels
• Project Management
• Maintain CRM tools i.e. weekly project plan, weekly m-banking performance dashboard
• Increase in re-current revenue
• Increase in product setup fees
• Increase in customer ARPU and CeRPU
• Be involved in companywide initiatives/campaigns where additional responsibilities and deliverables maybe required.

Required Skills & Competencies:

• Have a degree in business related field preferably marketing is desirable.
• Have at least four years’ experience in marketing a product.
• Have at least two years’ experience leading a team
• Have strong people skills as well as management skills
• Be fluent in both English and Kiswahili.
• Have the ability to multitask and work under pressure.
• Good verbal and written communication skills
• Customer service skills
• Strong organizational, time management and prioritization skills.
• Able to take a creative approach to situations and problem solving.
• A skilled team player.

Interested candidates are requested to submit their CVs and a convincing

Interested candidates are requested to submit their CVs and a convincing cover letter to jobs@cellulant.com indicating the job title applied for by 4th April 2014. 

Only shortlisted candidates will be contacted.