Service Account Manager | Airtel Kenya | Telecom Customer Management Careers | Apply by 2nd May 2025

Service Account Manager | Airtel Kenya | Telecom Customer Management Careers | Apply by 2nd May 2025

ESSENTIAL JOB DETAILS

• Position: Service Account Manager

• Employer: Airtel Kenya

• Location: Nairobi, Kenya

• Industry: Telecommunications / Business Services

• Employment Type: Full-Time

• Experience Required: 3–5 Years in Technical Operations and Customer-Facing Roles

• Education Level: Bachelor’s Degree in a Business or Technology-Related Field

• Application Mode: Online via Airtel Careers Portal

• Application Link: Apply Here

• Application Deadline: Thursday, 2nd May 2025

INTRODUCTION

Do you possess a passion for customer success, a deep understanding of telecom networks, and a relentless drive to improve service delivery?

Airtel Kenya, part of Airtel Africa Group, is seeking a motivated and customer-centric Service Account Manager to join its dynamic Airtel Business Services team in Nairobi.

As a Service Account Manager, you will be responsible for enhancing the customer experience, maintaining high service standards, resolving technical challenges, and building strong client relationships for Airtel’s corporate customers.

If you are proactive, commercially astute, technically savvy, and thrive in a fast-paced environment, this is your chance to join one of Africa’s most innovative telecommunications brands.

ABOUT AIRTEL AFRICA

Airtel Africa is a leading provider of telecommunications and mobile money services, with operations in 14 countries across Africa, serving over 130 million customers.

Guided by a bold vision and an entrepreneurial spirit, Airtel champions innovation, customer-centricity, resilience, and diversity in everything it does. The Group is deeply committed to building digital ecosystems that enrich communities and transform lives by connecting millions to voice, data, and financial services.

At Airtel, employees are part of a vibrant, passionate, and unscripted culture that embraces change, drives transformation, and celebrates wins together.

Joining Airtel Kenya means becoming part of a winning team determined to shape the future of Africa’s telecommunications landscape.

ROLE PURPOSE

The Service Account Manager is responsible for:

• Proactively managing client relationships for Airtel Business corporate customers

• Driving operational excellence through service performance reviews, SLA management, and technical issue resolution

• Identifying service improvement opportunities and collaborating with internal teams to implement changes

• Acting as the primary point of contact for assigned enterprise customers regarding service delivery matters

The role blends technical expertise, customer service excellence, and commercial acumen to ensure seamless connectivity solutions that delight Airtel’s business customers.

MAIN RESPONSIBILITIES

Customer Management Responsibilities

• Participate in the implementation of the Client Service Management (CSM) strategy for Airtel Business

• Develop strong, strategic relationships with key stakeholders within customer organizations

• Conduct regular service review meetings with assigned corporate customers

• Share monthly reports on outages, SLA performance, network usage trends, capacity planning updates, and scheduled network changes

• Identify new upsell opportunities within accounts to shore up recurring revenue in collaboration with account managers

• Develop customized customer operations guides and maintain updated customer network documentation

Service Delivery and Technical Responsibilities

• Execute proactive service quality reviews, monitor network performance, and analyze service-level agreement compliance

• Deliver root cause analysis (RCA) reports for major service outages or incidents

• Implement and track Service Improvement Plans (SIP) for chronic fault issues affecting customers

• Coordinate closely with Network Operations Centers (NOC) and Level 2 (L2) support teams to resolve technical faults

• Manage customer notifications about scheduled network maintenance activities or service-affecting events

Operational Excellence Responsibilities

• Ensure service assurance and continuity through proactive monitoring of customer circuits, connectivity mediums, and service parameters

• Track service credits reconciliation in case of SLA violations and ensure timely closure of open service requests

• Escalate major service risks and systemic challenges to the management team with recommendations

• Provide feedback to internal departments on operational gaps or needed enhancements in product delivery

• Stay updated with technological advancements relevant to Airtel’s connectivity services such as fiber optics, RF (Radio Frequency), satellite communications, IP networking, routing, and switching

Internal Collaboration Responsibilities

• Work collaboratively with Enterprise Account Managers, Sales Teams, Technical Support, Product Teams, and Billing Units to ensure holistic client servicing

• Actively contribute insights to new solutions design, deployment strategies, and customer onboarding initiatives

• Foster a collaborative environment by participating in cross-functional meetings, training sessions, and knowledge sharing forums

Reporting and Documentation Responsibilities

• Submit detailed customer service reports, outage summaries, and SIP progress updates to management

• Maintain accurate records of customer communications, complaints, resolution timelines, and preventive measures

• Contribute to enterprise customer retention strategies by ensuring superior service experiences

QUALIFICATIONS, COMPETENCIES, AND EXPERIENCE

Academic and Professional Qualifications

• Bachelor’s Degree in Business Administration, Information Technology, Telecommunications, Computer Science, or a related field from a recognized institution

Work Experience

• Minimum of 3 to 5 years working in technical operations and/or customer-facing roles within the telecommunications sector

• Practical exposure to managing service delivery for enterprise customers in a B2B environment

Technical Knowledge Requirements

• Solid understanding of telecommunications mediums such as Fiber Optics, RF, and Satellite Communications

• Working knowledge of Telco Network Operations, IP networking, routing, and network performance management tools

• Experience working with CRM systems, SLA monitoring dashboards, and reporting tools

Core Competencies and Attributes

• Customer Centricity: Ability to anticipate, understand, and exceed customer expectations

• Strong Communication: Excellent verbal and written communication skills for technical and business audiences

• Analytical Thinking: Ability to synthesize network performance data, identify trends, and recommend actions

• Problem Solving: Quick and structured approach to resolving service-related technical challenges

• Commercial Acumen: Ability to identify upsell opportunities and support account growth strategies

• Resilience: Thrive under pressure and remain focused on achieving goals despite challenges

• Collaboration: Excellent interpersonal skills to work across departments and teams

• Proactivity and Ownership: Entrepreneurial attitude with a bias for action and problem ownership

WORKING ENVIRONMENT AND CULTURE

At Airtel Kenya, you will thrive in:

• A dynamic and fast-paced work environment where innovation is celebrated

• A diverse and inclusive team committed to personal and professional growth

• A high-performance culture focused on customer success, operational excellence, and market leadership

• Opportunities to work on exciting projects that impact millions across Kenya and Africa

BENEFITS OF WORKING AT AIRTEL KENYA

• Competitive salary and performance bonuses

• Career progression opportunities across Airtel’s African operations

• Comprehensive learning and development programs

• Dynamic, entrepreneurial work culture

• Access to employee wellness programs and support structures

APPLICATION PROCEDURE

Interested candidates who meet the outlined qualifications and competencies are invited to apply online:

• Visit the Airtel Kenya Careers Portal and complete the online application form

• Upload an updated resume and a compelling cover letter demonstrating your relevant experience and passion for customer service excellence

• Ensure that the application is submitted before the deadline

Application Link: Apply Here

Application Deadline: Thursday, 2nd May 2025

Please note: Only shortlisted candidates will be contacted.

Airtel Africa is an equal opportunity employer. Women, persons living with disabilities, and individuals from marginalized communities are strongly encouraged to apply.

COMPANY CULTURE AND VALUES

At Airtel, we live by our core values:

• Customer First: Always put customers at the center of every decision

• Innovation: Embrace change and new ideas to drive transformation

• Entrepreneurial Spirit: Act with courage, energy, and a sense of ownership

• Diversity and Inclusion: Celebrate uniqueness and leverage diverse talents

• Simplicity: Strive for clear communication and efficient execution

Joining Airtel means joining a company that believes in doing ordinary things in extraordinary ways. It is a place where your ideas will be heard, your work will make a difference, and your future will be bright.

ADDITIONAL ENGAGEMENT

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