Job Title: Engagement Lead
Job ID: 00083639
Location: Lagos, Nigeria
Organisation: Ericsson Nigeria
Overall:
• Accountable for customer centric offerings, including re-use, based on the complete Ericsson portfolio and 3PP.
• Responsible for creating and taking forward offerings to existing or new markets and customers with potential for substantial growth through innovative business and go-to-market models, cross all engagement models.
• Responsible for sales of offerings within respective practice.
• Partner with the KAM/AM in driving customer engagements by providing thought leadership and support in identifying and capturing opportunities.
• Responsible for creating a highly capable and experienced organization, able to work with C-level with customers, long term engagements and to prove Ericsson credibility in the field with successful business cases.
RESPONSIBILITIES AND DUTIES
• Collaborate so that the engagement team performs as one unit and delivers the expected results for pre-sales activities.
• Ensure a continuous customer dialogue – "meet customer every week".
• Initiative and participate in internal competence building and knowledge sharing.
• Understand customer needs, translate them in delivery actions in order to ensure customer satisfaction.
• Support the preparation and participate in SDP meeting.
• Support the commercial management in the subject of Customer Support if required.
• Proactively engage with our customer to create up sales and successfully renegotiations. (e.g., add-on sales).
• Guide the bid/tender office in the GSC India.
• Ability to prioritize and take decisions that serve Ericsson's best interests, rather than one account.
STRATEGIC ROLE
• As part of the EP team, translates customer needs, identified technology and non-technology opportunities into detail offerings, solutions and proposals.
• Provides expertise in customer support value creation and business case modeling.
• Interacts with customers' C-level e.g.: COO, CTO, CMO and CFO units (or their equivalent) and middle management.
• Works closely with the various departments (i.e. competence domain, CS Delivery team, Commercial mgmt and Pricing resources) to meet identified customer and business needs.
• It would be a definite advantage to have a broad high level appreciation of Ericsson products and solutions.
• Follow the customer support engagement model and ways of working.
• Close collaboration with the corresponding managed services engagement leads in order to ensure profitability for both, managed services and customer support.
ACCOUNTABILITIES
• Perform as single point of contact for customers, CU-heads and KAMs – Head of Operations "extended arm" in the customer unit(s).
• Drive customer support engagement activities together with the customer unit(s).
• Implement strategies, processes and directives as well as proactively propose improvements of these.
• Act as a business developer lead and drive profitable up-sales.
REQUIRED COMPETENCIES
Human Competences
• Ability to lead teams in a complex customer organization and complex situations.
• People leadership, senior capability in managing customers including their C-level.
• Relationship building, negotiation, selling.
• Teamwork/team-building (work with others in a professional manner to achieve goal, build trust, motivates)
Business Competences
• Good knowledge of products and systems in the customer network for the customer units.
• Capability to have high level customer interaction, building trust.
• Good knowledge of the customer support product portfolio.
• Good knowledge of customer support delivery.
Professional/Technical Competences
• Ericsson customer support product portfolio
• Capability to work on customer support sales process (the engagement model), tools and methods.
• Good knowledge of the customer support value creation tool
• Good financial understanding
Qualifications
Qualifications and Experience
• 5-10 years' experience of relationship sales
• 5-10 years of experience from ICT industry
• Minimum 5 years in leadership positions for job stage 7 and upwards
• Qualifications and experience may differ depending on size and scope of position
Please note the location of this role is flexible within RSSA.
Job: Engagement Practice
Primary Location: KE-110-Nairobi
Other Locations: NG-Lagos-Lagos, SN-Dakar-Dakar, GH-Accra-Accra
Schedule: Full-time
Job Type: Standard
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