Account Managers (5 Positions), Implementation Engineers at Cellulant
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.
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.
Implementation Engineer
(2 Posts)
The Implementation Engineer is an engineer working in the Client Engagement
Team who is responsible for supporting the CETs in as far as the technical aspects of the relationship with the customer are involved.
Responsibilities.
Service Management
- Ensure that all services are implemented and that they operate correctly.
- Ensure that all the relevant monitoring tools are deployed at the customer’s premises.
- Prepare Service Reports for the service management meetings.
- Responsible for service improvement deliverables as far as the customer is involved.
- Respond to escalation from the customer and/or support
Project Design and analysis
- Requirements gathering.
- Translating requirements into technical design – with documentation.
- Co-ordination of development effort – if needed – from Product Development.
- Effort estimation.
Prerequisite analysis.
- Project Implementation and Integration
- Planning of the implementation of projects.
- Implementing of projects at the customer site (if the implementation is on hub, co-ordinate with Hub implementation team to ensure the same is implemented).
- Co-ordination with technical resources at the customer site to be able to deliver the solution.
Closing the sale
- Prepare technical proposal documentation for projects.
- Assist in sales calls where there is a technical aspect of the project that needs to be explained to the customers.
- Deliver the various Technical aspects of the Cellulant Delivery Model.
Technical Relationship
- Build technical relationships with the Engineers and the Engineering management teams at the customers.
- Develop a positive view of Cellulant among the IT staff at the customer’s premises
- Assist in reporting requirements when they arise with the customer.
Key Performance Indicators;
- Prepare Service Reports weekly and monthly for all assigned customers
- Ensure all services are monitored quality of services(QoS) maintained weekly and monthly
- Ensure response to support escalations are within agreed timelines
Project Design and analysis
- Ensure the Business Requirements Document is properly filled
- Ensure all project design documentation is done in a timely and accurate manner
- Ensure estimated effort is adhered to
- Project Implementation and Integration
- Ensure project deliverables are met
- Ensure project quality is in line with agreed tolerances
Closing the sale
- Timely production of all solution documents
Technical Relationship
- Have weekly and monthly interaction with technical contacts for all contracts in the portfolio
- Ensure all agreed reporting requests by customers are responded to in a timely manner
Required Skills & Competencies:
- Preferred: BSc. Computer Science/Software Engineering/IT;
- Extensive experience with Java/PHP programming language;
- Extensive experience with databases – data structures, relational data models, Stored Procedures, PL/SQL;
- Extensive experience of web technologies – XML, JavaScript;
- Experience with application security technologies (e.g. SSL) to ensure secure applications;
- Experience in software life-cycle development (SDLC);
- Preferred experience with Apache Tomcat application server and SOA;
- Preferred experience with Linux , Solaris or UNIX OS’s;
- Candidate should have at least 4-5 years of experience in application development.
- Candidate should excellent interpersonal and communication skills
- Candidate should have experience in high pressure environments/projects
- Candidate should have good presentation skills
- Candidate should have excellent report writing skills
- Candidate should be a an excellent team player
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.
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.
