Corporate Account Manager

What we’re looking for;

In keeping with our current business needs, we are looking for a person who meets the criteria indicated below

Reporting to the Industry Vertical Lead, the role purpose is as highlighted below;

The role is responsible for managing, retaining and growing a portfolio of corporate customers by developing strong customer relationships, understanding their business needs, identifying and converting revenue opportunities, and ensuring high levels of customer satisfaction.  The holder will focus on winning new business, deepening existing relationships, and maximizing customer lifetime value through a combination of competitive acquisition strategies and strong account management.
At its core, the role leads with fixed connectivity as the anchor product, using it as a strategic entry point to penetrate new accounts and displace competitors. By leveraging superior network capabilities and service reliability, the role ensures strong differentiation and establishes a foundation for long-term customer relationships.
A key priority is driving the adoption of converged solutions, integrating fixed, mobile, cloud, security, and digital services into tailored offerings that address customer needs holistically. This approach enhances customer value, improves stickiness, and increases the organization’s share of wallet across accounts. The role ensures that customers transition from single-product relationships to multi-product, high-value partnerships.
The role is also accountable for growing Average Revenue Per Account (ARPA) and expanding wallet share through targeted upsell and cross-sell initiatives. By identifying new use cases and aligning solutions to customer business objectives, it drives incremental revenue and strengthens account profitability.
In addition, the role ensures customer retention and loyalty by proactively managing relationships, addressing service gaps, and delivering consistent value. Through structured engagement such as monthly service reviews, the role monitors performance, resolves issues, and identifies new growth opportunities, ensuring a high-quality customer experience.
The role works closely with cross-functional teams including sales, product, network, and customer experience to ensure seamless delivery and execution of solutions. It also leverages customer insights and market intelligence to continuously refine strategies and maintain a competitive edge.
Ultimately, the role delivers increased market share, stronger customer relationships, and sustainable revenue growth, driven by competitive acquisition, converged solutions adoption, and exceptional service experience.

Health & Safety
•Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work.
•All employees have a responsibility to adhere to safety, health, and wellbeing policies, guidelines and procedures in all actions and decisions.

Acquire Customers from Competition
•Identify target customers within competitor portfolios
•Develop and execute competitive win-back strategies
•Position differentiated value propositions to displace competitors
•Drive new customer acquisition targets
•Build strong engagement with newly acquired customers
•Track conversion success rates from competitors
•Strengthen market share through competitive wins

Lead with Fixed
•Position fixed connectivity as the primary entry point
•Drive adoption of fixed solutions across target customers
•Align fixed offerings to customer needs
•Use fixed as a foundation for account penetration
•Strengthen fixed-led sales strategy execution
•Grow fixed customer base and usage
•Deliver fixed-led revenue growth

Drive Adoption of Converged Solutions
•Promote bundled offerings across customers
•Drive multi-product adoption within accounts
•Position converged solutions in customer engagements
•Increase uptake of integrated service offerings
•Align solutions to customer requirements
•Track adoption levels across customer base
•Deliver growth in converged solution usage

Grow ARPA & Wallet Share
•Increase revenue per account (ARPA)
•Expand services within existing customer accounts
•Drive upsell opportunities across product lines
•Identify opportunities to grow customer spend
•Strengthen account monetization strategies
•Track wallet share growth per customer
•Deliver incremental revenue from existing base

Retain Customers
•Maintain ongoing engagement with customers
•Identify and manage churn risks proactively
•Strengthen customer relationships
•Ensure consistent service delivery
•Address customer issues to support retention
•Track retention performance metrics
•Deliver improved customer retention rates

Conduct Monthly Service Reviews
•Schedule and conduct structured monthly reviews
•Assess service performance against expectations
•Discuss customer needs and priorities
•Identify areas for improvement
•Ensure follow-up on agreed actions
•Maintain consistent customer touchpoints
•Use insights to drive account growth

Drive Adoption of Converged Solutions (Reinforced)
•Reinforce value of integrated solutions to customers
•Continuously promote converged offerings
•Increase penetration across customer base
•Ensure consistency in solution positioning
•Drive repeat adoption and usage
•Align solutions with evolving customer needs
•Deliver sustained growth in converged offerings usage
 

•Bachelor’s degree in Business, Sales, Marketing, ICT, or related field; postgraduate qualification is an advantage
•5–8+ years’ experience in B2B sales, customer acquisition, or account management within telecom, ICT, or technology environments
•Strong understanding of fixed connectivity solutions and converged product offerings
•Proven track record in acquiring customers from competitors and growing existing accounts
•Demonstrated ability to drive ARPA growth, wallet share expansion, and customer retention
•Experience in managing customer relationships and conducting structured service reviews
•Strong commercial acumen, negotiation skills, and stakeholder management capability

Safaricom is the leading technology company in East Africa. Our purpose is to transform lives by connecting people to people, people to opportunities and people to information. We keep over 60 million customers connected across Kenya and Ethiopia, and play a critical role in the society, supporting over 1.13 million jobs both directly and indirectly while our total economic value was estimated at KES 1.1 trillion ($ 8.5 billion) for the 12 months through March 2025.

Listed on the Nairobi Securities Exchange and with annual revenues of close to KES 388 billion as at March 2025, Safaricom provides connectivity through wide range of technology. Our 2G, 3G, 4G and 5G network in aggregate covers over 99% of Kenya’s population.

We run the world’s largest mobile payment system and Africa’s largest Fintech, M-PESA, the world’s first mobile money transfer system. By empowering millions of customers to transact, save or borrow money through their mobile phone, M-PESA has driven financial inclusion in Kenya to 84.8% of the adult population in 2024, from a low of 26.7% in 2006, and generated over KES 161 billion in revenue as at FY25.

Our subsidiary, Safaricom Telecommunications Ethiopia, has deployed world class network and services to contribute to Ethiopia’s digital transformation.

Safaricom is an equal opportunity employer, actively recruiting staff from different backgrounds reflecting the communities that we serve. We are committed to equal gender representation at all levels.

As part of our ongoing commitment to the Sustainable Development Goals (SDGs), we continue to work towards improving energy and resource efficiency in our network and facilities to reduce carbon emissions and our fuel consumption. We remain committed to becoming a Net Zero carbon-emitting company by 2050.