Area Head of Customer Success

About

Would you like to be part of a value-driven, commercially oriented international environment where we enable global trade every day? An opportunity exists for an Area Head of Customer Success to join our team in Nairobi, Kenya.

The Area Head of Customer Success acts as a strategic partner to the Area Sales Manager driving the Sales Leadership Team (SLT) agenda, team insights, identifying where to prioritize focus and ensuring alignment with regional strategy. You will work closely with the Regional Pipeline and Performance Lead to identify most critical performance enhancing areas and actions, aligning same with the Area Sales Manager and driving actions via the SLT. This role also runs sales coverage execution at Area level and supports Sales Managers through the process, in addition to leading a team of Customer Success Partners (CSPs) and Customer Solutions Partner.

Key Responsibilities

• Drive Customer Success Partner standardization, ensuring value add to Customers

  • Ensure standard process and system adoption for CSPs.
  • Adhere to offshoring of transactional tasks to OTS as per defined offshoring catalogue, ensuring demarcation between CSPs and OTS.
  • Drive adherence to sales minimum standards for CSPs.

• Drive Sales Performance and Productivity

  • Leverage insights tools and drive performance actions in a streamlined Region/Area model with close collaboration with Regional Pipeline and Performance Lead to support the Area Sales Manager as a strategic partner.
  • Influence and drive performance enhancing actions via SLT.
  • Drive scalability of local Integrated Solutions across customers through the Customer Solutions Partner.

• Act as a Strategic Partner to Area Sales Manager

  • Align Area execution with regional sales strategy and tools.
  • Drive the sales coverage process, supporting the Area Sales Manager ensuring that we administrate and run the plan timely and to a high standard.
  • Leveraging insights from Regional Sales Operations to drive prioritization and actions within SLT.

• Ad hoc

  • Support with pilots, system rollouts, and gembas.
  • Maintain local data hygiene to meet regional and global standards.

Who We Are Looking For

Someone with:

• Relevant bachelor’s degree in supply chain management/logistics/supply chain or maritime studies
• Between 7 – 10 years’ experience in end-to-end supply chain management and execution
• Proven experience leading a team in high volume logistics operations
• Proficiency using data analytics tools
• CRM proficiency (Salesforce highly preferable)
• Stakeholder management (internally and externally)
• Ability to demonstrate delivery with high accuracy
• Ability to work under pressure in a fast-paced environment
• Attention to detail

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