Head Of Customer Success – Africa

Location: Lagos, Nigeria

Department: Customer Solutions

Role Purpose

The Avanti Vision is to provide mission-critical satellite capacity to defence and communications industry customers. This exciting new role is at the heart of our customers’ experience with Avanti, making sure that they get the best out of their service with us.

The Head of Customer Success provides leadership for a team of Customer Success Managers located within Africa, with an emphasis on enablement, operational efficiency, planning, and as such, is a crucial interface externally and internally.  You will focus on Africa Carriers, Angola & Africa Master Distributors, as well as deployment management and on boarding.

The role holder will lead from the front developing and maintaining robust processes for the consistent delivery of Avanti’s offerings, ongoing measurement of performance and continuous improvement of the teams’ capabilities, processes and skills.

Key Accountabilities

Leading the Team

  • Set the strategic direction for the Customer Success team in Africa, providing oversight and directing by communicating the team’s strategy with focus on pan-African carrier customers and master distributors
  • Develop and lead a strong Customer Success team developing a strong performance culture with clear objectives;
  • Hire, motivate and retain high performing employees through effective performance management and career development activities;
  • Track and review the team’s progress on an ongoing basis, celebrating successes and managing failures;
  • Act as the senior advocate of the Customer Success Team, representing the function in internal forums and with senior stakeholders;
  • Continue to build and upskill team on technical satellite knowledge and awareness of the competitive landscape;
  • Identify and deliver service improvement activity across the team by focusing on the customer on-boarding process and service roll-out planning and execution.

Supporting Business Growth

  • Develop a good understanding of your customers business to help ensure they get so much value out of Avanti’s satellite network that they can’t live without it;
  • Be a trusted advisor for your customers and an expert on what Avanti offers. Able to confidently discuss and demonstrate the power of the Avanti network;
  • Develop customer relationships that promote retention and loyalty working closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction;
  • Engage with the relevant internal Avanti stakeholders and the customer to help implement and support service pilots on-the ground;
  • Interpret customers’ requirements to the Solution Architects and Product Delivery teams by communicating the customers’ requirements and liaising with the customer where necessary, to support the solution design;
  • Able to understand and interpret satellite link budgets and communicate the results back to the customer;
  • Work with virtual bid teams to support delivery of customer proposals and contracts.

Supporting Service Management

  • Work with the associated Sales Director/Account Manager to support delivery of the overall account plan, helping to identify areas for capacity expansion, renewals, drive customer advocacy, and assist sales to help identify areas for growth by proactively communicating and keeping up to date with Avanti network changes and evolution of products and services;
  • Develop a deep understanding of the customer’s technology and how they use and integrate Avanti’s service to deliver their SLAs to their end users;
  • Ensure customers get the in-life service they signed up for, against the contracted SLAs ensuring that the services deliver the desired outcomes;
  • Own the content of the Onboarding pack, working with the respective subject matter experts on the content;
  • Identify the relevant Onboarding requirements for new customers and agreeing and documenting a joint plan between the customer and Avanti internal stakeholders on which on-boarding modules need to be delivered;
  • Conduct a timely ‘Welcome to Avanti’ meeting and provide a high-level overview of On-Boarding activities. Working with Avanti internal stakeholders, identify and where relevant be responsible for the delivery of necessary onboarding modules to the customer, to ensure they understand Avanti’s processes, procedures, including;
    • Customer Portal training and access to log in credentials, OSS training
  • Liaise with the customer to provide regular monthly/quarterly plans on performance against SLA, forecasting for capacity and equipment to support revenue generation;
  • Responsible for proactively keeping customers up to date with Avanti’s products and services to help keep customers up to date with new products and services;
  • Act as the interface between the customer and Customer Service Desk where necessary to provide timely responses and resolution to escalations and customer queries.

Supporting Deployment

  • Where relevant, act as the interface between the customer and Avanti technical organisation for Deployment planning and rollout activities;
  • Responsible for identifying customer training requirements, providing in-person training where required;
  • Identify customer knowledge gaps, agree and document a joint plan between relevant Avanti internal stakeholders and the customer to close gaps and upskill the customer;
  • Identify logistics requirements to support delivery in the field including identifying 3rd party partners where necessary.

Key Skills and Experience

Essential

  • Proven experience in managing a team in multiple geographic locations and cultures;
  • Account and project management skills;
  • Good command of the English language (both written and verbal);
  • Passionate about satellite technology and comfortable with technical lingo;
  • Able to make a customer smile, even from behind a phone or computer;
  • Proven experience in a Customer Service role or Sales Support role;
  • A true team player who can work collaboratively with all levels across the organisation;
  • Strong relationship management skills;
  • A Nigerian National or must hold a VALID visa to work in Nigeria;
  • Ability to travel on short notice for short term assignments. This is a customer-facing role that requires travel to customer locations up to 30% of the time, based on the needs of the business.

Desirable

  • A relevant degree in engineering or computer science, or similar qualification;
  • Relevant service delivery experience with VSAT platforms;
  • Relevant work experience at a satellite operator or satellite service provider.

In addition to the above responsibilities, the jobholder is required to perform other reasonable duties as assigned by the line manager from time to time.

To apply for this role please complete the form below

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