Customer support personnel
Manage and support services at country level across all go-to-markets.
Ensure that end to end support services meet customers’ expectations.
Turn EXLS support services into a key sales differentiator.
Take an active role/lead in projects to improve customer services.
Manage Support Partners Accounts (Channel Partners and Subcontractors) across the partner life cycle management: selection, qualification, education, communication, operational performance management, compensation.
Manage communication with Partners (quarterly business reviews (QBRs) ).
Interact with Country (Sales and Country Managers) and Customer Services and Support (CSS) stakeholders.
Own Market Intelligence in Support, benchmarking vs competition and assess legal conditions.
Deploy country support mix strategy & support/service programs with Partners in the Retail Channel.
Deploy local flavor of infrastructure and Supply Chain changes
Education and Experience Required:
Typically experience in the industry, in the Channel environment, Consumer and/or Commercial/Enterprise segments.
Experience in Partner Account Management, in Sales, in Procurement will be valuable assets.
Languages: Excellent skills in English (written & oral). Other languages will be useful.
Knowledge and Skills Required:
Moderate knowledge on resource and services industry
Knowledge of company organization, policies, services offerings, end to end processes, tools, and routes to market is considered an asset. General technical understanding of products.
Problem detection and analysis of root causes
Leading teams to achieve results
Proficiency and familiarity with financial reporting tools
Moderate level of planning, project management and change management skills
Good communication skills & Influence within team.
High level of business acumen:
Understanding business and key success drivers
Ability to bridge operational performance and financial results
Application deadline: N/A
How to apply: Send cv abiomlucky @ edgeafrica . com