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Engagement Lead Job at Ericsson Nigeria
« on: May 11, 2013, 03:30 PM »
Job Title: Engagement Lead

Job ID: 00083639    

Location: Lagos, Nigeria

Organisation: Ericsson Nigeria


•   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.


•   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.


•   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.


•   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.


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 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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Engagement Lead Job at Ericsson Nigeria
« on: May 11, 2013, 03:30 PM »