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Customer and Account Management
• Own and nurture the operational relationship with assigned customers, ensuring excellent satisfaction.
• Develop and grow customer accounts through regular engagement, reviews, and needs assessment.
• Conduct support planning and review meetings with customers (and principals, when applicable).
• Ensure ongoing customer alignment by understanding the IT environment end-to end.
Utility Resource and Capacity Management
• Monitor, track, and report on utility resources usage, including forecasts and capacity planning.
• Coordinate hardware procurement, upgrades, and decommissioning/return of assets upon contract expiry.
• Maintain complete and updated inventory records of customer assets.
• Ensure actual delivery meets defined SOWs and SLAs.
Vendor, Principal and Distributor Engagement
• Engage regularly with principals to align their products, solutions, and services focus within accounts.
• Manage ongoing engagement with distributors for product procurement, service provision, and usage billing.
• Ensure timely acknowledgement of usage charges or delivery orders for prompt billing.
Business Development and Revenue Growth
• Identify customer needs for additional services that drive new revenue opportunities.
• Contribute to the development of pricing models, proposals, and operational best practices.
• Prepare quotations and proposals for utility services and present to customers when required.
• Support reporting manager and sub-tower leadership in achieving financial targets.
Project and Service Delivery Support
• Work closely with Project and Service Delivery teams to ensure timely delivery according to proposals.
• Provide input during pre-sales, post-sales, and renewal processes to enhance customer outcomes.
• Collaborate across internal account teams (Sales, Pre-Sales, and Service Delivery) and principals.
Capability and Professional Development
• Acquire and maintain technical and commercial certifications on identified principal technologies and solutions.
• Stay updated on industry and market trends to maintain operational and technical expertise.
• Continuously develop technical and soft skill sets to enhance role effectiveness.
Education and Experience:
• Qualifications: Degree in Information Technology or equivalent.
• Relevant Industry Experience:
- Minimum 5 years of experience in IT solutions, sales, or business management.
- Demonstrated ability to probe customer needs and deliver quantifiable business value.
• Technical & Business Expertise:
- Strong understanding of consumption-based IT solutions and cloud services.
- Ability to present and communicate effectively with business decisionmakers.
- Proven cross-group collaboration skills to progress opportunities through the sales cycle.
- Hands-on experience managing customer issues and initiatives in fast paced environments.
• Preferred Certifications:
- Relevant commercial or technical certifications in cloud, utility, or IT solutions are advantageous.
• Skills:
- Excellent written and verbal communication skills.
- Strong business acumen with customer-centric approach.
- Ability to multitask, adapt to change, and manage high-pressure situations.
- Proficiency in building trust and maintaining long-term customer relationships.
- Desire to work with the latest technologies and act as a customer advocate