Grace M.

Experience

• 

  Safaricom PLC

  Aug 2010 - Apr 2019

  • Grew baseline revenue by 10% across product lines for key accounts – (Coca-Cola East and Central Africa, Amadeus, East African Breweries Limited, UAP- Old Mutual Group, General Electric, Huawei Technologies and Oracle Systems) year on end.• Instigated strategies promoted customer loyalty, rolling out new solutions that grew revenue baseline.• Supported customer across a wide variety of customized products to suit the needs, improving through proactive strategies and engagements that enabled greater customer satisfaction and loyalty.Customer Trusted Advisor• On-boarded new customers with combined efforts from the account management team such as Nestle, Intercontinental Hotel from Orange network EMC, Astrazeneca.• Proposed cost cutting efficient mobile data solutions for Sanofi, Intercontinental Hotel and Amadeus providing customer satisfaction without affecting the total baseline revenues.Internal Stakeholder and Partner Relationships• Led and coordinated internal stakeholder meetings and discussions, providing end-to-end solutions to corporate clients and creating an internal road map that links the customer with Safaricom with a holistic approach in customer management.• Coordinated external partners such as the global account managers (GAMs) and global service managers (GSMs) instrumental in unlocking opportunities managed by Vodafone on a global scale.• Offered superior end-to-end account management to corporate accounts consistently attained a superior net promoter score, hence ensuring that majority if not all customers were promoters.• Prompted acknowledgement, updates, resolution and feedback of customer needs and requirements, which assisted in keeping the customers loyal. Show less • Directed end-to-end management of customer marketing campaigns in liaison with Brand Managers.• Established addition value by enhancing content and structure to briefs received from internal stakeholders to deliver customer centric communication.• Adhered to outlined marketing processes in follow-up of implementation on marketing activities.• Drafted reports of brand communication activities and internal campaigns.• Assisted in proof reading and verification of quality standards of the 2018 calendar marketing material before production, quick turn-around and delivery by agency and supplier upon providing feedback. • Provided administrative aid for projects related to market, meetings schedule and minutes of meetings.• Liaised with advertising agencies, print suppliers, freelance talent, and marketing services.• Improved NPS by providing timely, speedy and efficient fulfillment of requests made to brand marketing communications team, partners and customers internal.• Improved team and cross-functional efficiency through the effective use of resources. Show less • Retained 100% and 5% growth of defined baseline revenue (across all products) within the given period.• Averted Churn by < 1percentage of Baseline Revenue.• Minimized Credit Notes for the TML to less than < 0.5percentage of Baseline Revenue.• Identified opportunities for cross selling, upselling and stimulating organic growth in the accounts under management and assign identified leads.• Proactive ring-fencing strategies with the aid of trend analysis from the CVM team.• Achieved an NPS of at least 90% as per internal measurement mechanisms and ensure improvement of benchmark NPS.• Resolved all support issues within agreed upon timeframes and SLAs. • 95% adherence to service level agreements.• Initiated customers to Loyalty Contracts and engage customers for redemption.• Effected 95% of Customer Base are up to date on their loyalty redemptions.• Handled customers feedback within 2 hours of query or issue resolution, • >99% Quality SRs captured on Siebel by raising service requests accurately.• Compiled and share with Line Manager, issues pending past SLA as well as weekly Management report.• Submitted timely weekly & ad hoc reports.• Shared minutes & meeting notes within 24hours.• Updated SDPs for top 15 are available on shared folder. Show less

  • Account Manager, Enterprise Business Unit (EBU)

    Sept 2017 - Apr 2019

  • Consumer Business Unit (CBU), Brand and Marketing Communications

    Apr 2017 - Aug 2017

  • Relationship Executive, Customer in Life

    Jan 2012 - Mar 2017

  • Customer Service Executive, ECOM Services

    Jan 2011 - Dec 2011

  • Brand Manager-Tusker, East African Breweries Limited (Marketing Department)

    Aug 2010 - Dec 2010
• 

  Dimension Data

  Apr 2019 - Apr 2023

  Account Relationship Specialist, Foundational Accounts

  • Oversaw customer relationship management and sales initiatives, revenue growth by identifying new revenue sources and leveraging on cutting-edge ICT solutions for improved business efficiency.• Deepened relationship with Board Members, C-suite Executives and Head of Departments in building partnerships.• Fostered collaboration and engaged with stakeholders, including the Business Review Board Members, the monthly Account Forum with the respective Business Units and the Steering Committee on delivery of services against the agreed Service Level Agreements.• Championed service delivery excellence by motivating and inspiring key team members, consistently achieving and surpassing Service Level Agreements.• Grew revenues through creation of new and or alternative revenue sources and Leveraging of ICT to drive business efficiency & effectiveness. • Acted as the customer’s first point of contact for all solution offerings.• Drove client satisfaction by ensuring that services delivered according to agreed service definitions and Service Level Agreements by leveraging on key relationships with stakeholders in the business units.• Integrated Solution Selling Tools such as Account Development Plans, Opportunity Maps, and Service Improvement Plans, engaged with Large Enterprise customers that improved the buying process.• Contributed to the pre-sales processes by providing information, determined the effort required to deliver and advised on optimal way to approach client or filter out what was not relevant to the client.• Motivated team members and rewarded outstanding performance against Service Level Agreements.• Consulted legal representatives and resolved contract escalations that provided confidence and commitment in accordance with contract governance.• Negotiated and resolved contractual issues, addressed failures to meet contractual obligations, safeguarding client satisfaction and trust. Show less

• 

  SEACOM LTD

  Apr 2023 - now

  Key Account Manager, Enterprise Business

  • Developed and implemented key account strategic plans that improved customer engagement levels with a retention rate of 95%. • Designed business relationship strategies and seamlessly coordinated interactions with clients. • Strengthened and nurtured key customer relationships that grew sales revenues. • Attained an in-depth understanding of customer environments, thereby identified and addressed unique needs and requirements.• Deepened key stakeholders engagement levels with C-Suite Executives, Board Members and Partners• Applied advanced Solution Selling Tools, such as Account Development Plans and Opportunity Maps, to optimize engagements with Large Enterprise customers that amplified the buying process.• Collaborated with Service Delivery Team in providing excellence in service and product delivery that doubled on customer satisfaction level.Sales Pipeline Management and Growth• Spearheaded Sales Pipeline Management by meticulously maintaining customer leads and opportunities in Salesforce.com.• Collaborated seamlessly with cross-functional teams advancing qualified leads through the sales process, ultimately achieving deal closures.• Revitalized the sales funnel effectively, consistently achieving at least 80% of committed monthly sales deals and maintaining a 3 X Cover on the Sales Pipeline on a quarterly basis, including securing at least four Major deals (>MRC $3k) per quarter.• Rejuvenated engagements in sales activities to expand the Sales Pipeline, attending a minimum of 15-20 customer or partner meetings weekly.• Orchestrated the timely engagement of all stakeholders, including Pre-Sales and Product teams, to ensure the accuracy and feasibility of customer submissions.• Provided precise and up-to-date weekly, monthly, and quarterly forecasts of closed sales.• Assisted in the management of customer payments (Debtors days) when required, contributing to SEACOM's financial health and stability. Show less