Global Account Manager
As a world leading mobile telecoms company, we deliver innovative products and services to customers in Europe, Middle East, Africa, Asia Pacific and the United States. In fact, we have a presence in 100 countries and counting. Right now, we’re looking for people to join one of our fastest growing business units: Vodafone Group Enterprise.
This is your chance to join a truly international team. You’ll broaden your exposure and gain insights from a wide range of perspectives. Equally important, you’ll also have the chance to build yourself a successful, long-term career
To manage global customer relationship for VGE accounts aligning operating companies, affiliates and partners and to drive profitable and long-term revenue contribution, customer satisfaction and increased market share from integrated product, service, converged/unified communications and mobile solution offerings.
Key accountabilities and decision ownership:
Impact on the business
Ensures delivery of all financial targets including revenue, connections for voice and data, market share and net margin contribution, as well as responsible for the delivery of the P&L
Responsible for developing and implementing account strategy to ensure delivery
Establishes appropriate relationships with Vodafone customers and leverages those relationships to win new business
Ensures virtual team works collaboratively with all other functions within Vodafone to drive the Vodafone Global Enterprise agenda and ensure alignment
Works with OpCo corporate sales areas and customer Fulfilment and delivery areas to ensure that international and national strategies are aligned, complementary and deliver to customers
Customers, supplier and third parties:
Key company liaison responsible for developing strong one-to-one long term relationships with key decision makers/ influencers up to C Level.
Supports new product, service, converged/unified communications and mobile solutions into account. Works in partnership with Customer Fulfilment and pre and post sales areas to ensure seamless introduction of new product services and propositions to accounts Formulates strategies to market for nominated Vodafone Global Enterprise accounts in conjunction with the Propositions and industry segments area.
Assesses customer and market trends and provides timely and accurate revenue forecasting.
Drives accelerated revenue growth by identifying potential markets for new and existing products and services in targeted accounts
Leadership and teamwork:
Leads the opportunity-driven account teams.
Ensures customer representation at key VGE sounding boards such as Customer Advisory Board (CAB) and other key hospitality events (F1)
Introduces new products and propositions to key decision makers within the customer through relationship and stakeholder management at C level within all key customers. Understands up front through engagement at the right business level the customer’s strategic and operational issues.
Decides quality levels, functionality and capability of services for specific customers in conjunction with the Global Service Manager; ensures Service Improvement Plans are followed-up upon and that NPS targets are met.
In conjunction with Marketing develops a go-to-market strategy as indicated in Account Plan based on an appropriate understanding of customer situation, its needs and industry trends.
Leads virtual team across Operating companies, geographies, and data. Works in partnership with the Global Service Manager (but has overall account responsibility).
Innovation and change
Actively participate in preparation of customer meetings designed for customer C level
Liaise with Vodafone Global Enterprise Senior Management as required for executive level sponsorship programme
Core competencies, knowledge and experience:
Knowledge and experience
- Deep understanding of the customer’s business, it’s market and industry alongside key decision-makers and influencers in account organization
- Ability to translate customer’s objectives and strategy into relevant VGE propositions
- Experience selling across multi towers.
Key performance indicators:
Account Plan which is shared within Vodafone and ideally with customer
Set-up long-term relationship strategy including involvement of Vodafone C-levels; this includes C-level briefings and de-briefings
For each relevant opportunity a Winning Complex Sales (WCS) opportunity roadmap
Regular Revenue Assurance to ensure all customer’s global revenues from all its subsidiaries are correctly reported
Setup and maintain Share-of-Wallet report together with customer contracts and expirations (incl. competition contracts)
E2E Order management
OPA Operational Improvement Plans
Financial (limits/mandates etc.)
P & L responsibility for all opportunities to increase customer value measured in Revenue and TCV
Non-financial (customers/staff etc.)
Co-responsible for Net Promoter Score (NPS)
Provides input into the assessment of members of the account team
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