Customer Solution Manager - Millicom Tanzania

Customer Solution Manager

Overall purpose

The Customer Solutions Manager (CSM) has the overall responsibility to address the Customers' technical requirements and needs by selling competitive solutions through a consultative approach. This may involve several product areas, services, 3rd party products and business solutions.

The CSM supports the Key Account Manager and/or Core 3 team by defining technical solutions as well as the development and implementation of technical sales strategies towards the Customer.

Good Customer relationships are the determining factor for business success.

The CSM also provides technical support to the delivery project in the form of customer and project interaction with regards the technical solution. The CSM is also accountable for the change management of the technical solution throughout its lifecycle.

Responsibilities

Relationship Management

Customer relationship building with Customer's Clevel and their organisations. This should include the CTO, CIO, CMO teams as a minimum.

Pre-Sales

• Understand the Customer's network and business strategies.
• Clearly define and capture the Customer's requirements.
• Manage virtual teams to define and prepare cost effective technical solutions fulfilling the Customer's requirements based on available Business Solutions. Coordinate work between different Engagement Practice / solution / product areas and sites included in a customer solution while matching the proposed solution with the existing network.
• Ensure solution is professionally documented.

Configuration Management

Keep a master plan of the Customer's network architecture.

This includes:

• Network diagrams
• Solution maps
• Feature lists
• Licence records
• Solution descriptions
• Network evolution plan

Ordering

Ensure accurate, detailed BoQ's are prepared for order placement and ensure orders are processed in shortest possible time.

• Verdi cart update in anticipation of customer PO.
• Ensure Installation Engineering confirms complete BoQ

Personal Development:

• Create a personal development plan and ensure planned training is being attended
• Self study - read product related information
• Obtain and read competitor business intelligence.

Mentorship

• Mentor and develop local / more junior CSM's competence in line with required CSM Competence profile and objectives.
• Close cooperation with Line Management for support and follow up.

Project Support:

• Ensure proper solution handover to delivery project.
• Support the CPM and project teams (Ericsson Customer) in understanding the technical part of the contracted solution including the final BoQ, feature list and SoC as well as third party products to be delivered.
• Ensure detailed network design is done according to contracted solution.
• Ensure integration of the network as designed (can be delegated to Solution Architect or Project Technical Manager when applicable)
• Participate in Customer project meetings and steering committee meetings when required
• Resolve technical queries regarding functionality and licensed capacities of contracted solutions.
• Handle change requests from technical perspective (network impact, customizations',
• ordering BoQ, advise ACR/CFR of commercial implications).
• Ensure final integrated solution is properly documented for handover to support.

Experience

• Minimum 5 Years in the Telecoms/IT industry and relevant professional experience in dealing with Telecom operators.
• Must have a good overall understanding of telecommunications technology and network operator business as well as a sound knowledge of working in a technical sales environment.
• Ericsson product portfolio and business process knowledge is an advantage.

Qualifications

• Degree in Engineering or equivalent (Communications, Informatics or related Telecoms/IT qualification)

Job

Specialist Sales

Primary Location

TZ-02-Dar es Salaam

Schedule

Full-time

Job Posting

16-Jan-12

Unposting Date 30-Jan-12

	Customer Solution Manager - Millicom Tanzania