GRADE 10
DEPARTMENT Hosting
Management
REPORTING TO Hosting
Senior Manager
KEY RESPONSIBILITIES
Account Management & Client Service
• Act as
the primary point of contact for assigned hosting clients, managing day-to-day
service delivery, client needs, requests, escalations, and complaints while
ensuring high levels of satisfaction and service quality.
• Accountable
for managing the delivery of contracted outsourced hosting services, ensuring
compliance with SLAs, agreements, and contractual commitments.
• Coordinate
and liaise with internal stakeholders and support functions (operations,
finance, legal, IT, HR, recruitment, payroll, facilities, etc.) to ensure
smooth service delivery, issue resolution, and effective communication.
• Prepare
and lead regular business review meetings, calibrations, and feedback sessions
while maintaining a strong understanding of client business priorities,
objectives, and pain points.
• Resolve
operational and service-related issues impacting account performance and
recommend improvements to enhance service delivery and client experience.
Revenue
Growth & Farming
• Identify
upselling, cross-selling, and account expansion opportunities, develop account
growth plans, and proactively address risks related to revenue, account
continuity, and client satisfaction.
• Build and
maintain strong relationships with key client decision-makers through
continuous engagement and proactive account management.
Lead Management & New Business Development
• Handle incoming
leads, conduct proactive lead generation, and coordinate proposals, pricing,
agreements, and contracts with internal stakeholders to support business
growth.
• Work
closely with marketing and sales teams to align on campaigns, events, outreach
activities, and commercial initiatives.
Reporting, Governance & Continuous Improvement
• Track and
report on account performance, service metrics, pipeline, revenue, forecasts,
and trends, ensuring commercial terms, renewals, and contractual obligations
are implemented and adhered to.
• Contribute
to continuous improvement of service delivery, commercial processes, tools, and
client-facing materials through recommendations and enhancement initiatives.
KNOWLEDGE, SKILLS & PROFESSIONAL EXPERIENCE
INTERPERSONAL SKILLS
Result Orientation - Operational Awareness - Building
Networks - Coaching & Mentoring - Customer Centricity
TECHNICAL SKILLS
• CRM &
Pipeline Management
• Commercial
Proposal & Contract Management
• Account
Performance Reporting & Forecasting
LANGUAGE SKILLS: Proficient in English
PROFESSIONAL EXPERIENCE
3–5+ years of experience in account management, commercial,
or customer success roles (preferably in BPO, outsourcing, telecom, or
hosting).
EDUCATIONAL BACKGROUND
Bachelor’s degree in Business, Commerce, Marketing, or
related field.
