Specialist - Business CRM Platform.Bayobab

at  MTN

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Bayobab formerly MTN GlobalConnect is a Pan-African digital wholesale and infrastructure services company founded in 2017, and an operating company in the MTN Group. Bayobab formerly MTN GlobalConnect manages MTN’s international and national major wholesale activities, in addition to offering reliable wholesale and infrastructure solutions for fixed connectivity and wholesale mobility solutions that include international mobile services, Voice, SMS, signaling, roaming and interconnect.
Mission/ Core purpose of the Job
A CRM business analyst specializes in customer relationship management platforms, such as Salesforce. Bayobab CRM BSS platform was launched in 2019 and aims to constantly improve the call-to-cash operations for Wholesale space. The digital platform 1.0 serves Wholesale Fixed Connectivity teams. This role will be responsible for leveraging same platform this time for the different FiberCo.
The job duties include organizing and analyzing marketing and customer data, helping sales and service teams deepen their market influence and build long-lasting customer relationships. The role will assist to build the first wholesale fixed & mobility digital platform.

EDUCATION:

• Minimum 3 Year Academic Degree in (Business Administration, Commerce or Marketing/Engineering)English,

EXPERIENCE:

• 3+ years’ experience in digitalization combing strong business and digital solution skills within the telecommunication space, preferably in the wholesale/ enterprise / and carrier environment
• Agile Scrum Methodologies (desired)Wholesale Mobility (voice, SMS, CNS) business experience (desired)

The Business Analyst CRM Platform (Infraco Delivery) will be accountable for the following:

• Assist the involved FiberCo Teams to revamp business processes transforming the Call-to-Cash journey bringing efficiency & reporting KPIs
• Elaborate business requirements needed to build call-to-cash journey
• Collaborate very closely with implementation partner to translate, review & prioritize the necessary business requirements
• Perform UAT for the new releases prior to expose the features to WM teams
• Conduct UAT with key End Users from FiberCo teams, providing showcases of features, correspondent data & guidance for a successful UAT sign-off
• Build CRM Platform playbooks & FAQs
• Conduct End Users trainings for new features & releases
• Onboarding new users providing adequate induction training
• Provide End Users support in collaboration with IT system admin and 2 nd level of support team (SLA for resolving business critical issues to be one hour)
• Analyze & build related reports/dashboards
• Study CRM best practices & benchmarking similar wholesale partners and propose quick wins to meet business need