Customer Success Strategy & Leadership
Lead and execute a regional Customer Enablement strategy focused on adoption, retention, and value delivery, aligned with broader business goals. Build and manage high-performing team, ensure proactive customer engagement, and resolve issues swiftly. Oversee training and CM projects and resource planning to deliver measurable customer value, site productivity improvements, and ecosystem adoption. Foster a culture of accountability, innovation, and execution across Europe, South Africa, Africa Central Asia, and India.
Customer Knowledge Management
Maximize customer knowledge through upskilling of mining technology teams, tailored success roadmaps, and measurable ROI. Drive upsells and cross-sell opportunities, ensure quality Value-in-Use case studies, and strengthen alignment with product teams. Provide clear goals to improve the quality and impact of Performance Assurance deliverables.
Customer Experience & Engagement
Drive a seamless end-to-end customer journey by enhancing onboarding, engagement, and long-term satisfaction. Lead feedback-driven improvements, rebuild trust where needed, and serve as the escalation point for key accounts while fostering strong, strategic customer relationships.
Internal Business Process
Implement and maintain robust Quality Assurance systems and the Performance management within the department. Ensure compliance with internal policies, including travel and governance directives, and drive accountability for process adherence across the team.
Human Resources
Lead and develop high-performing, regionally dispersed team by fostering a culture of accountability, collaboration, and continuous improvement. Ensure alignment with the customer success strategy while addressing underperformance swiftly and professionally. Drive capability building through coaching and mentoring and maintain strong internal and external working relationships. Ensure SMART goals are Cascaded aligned to regional goals.
Compliance
Ensure full adherence to legislative, customer site, Modular Mining, and Komatsu policies and systems across all countries of operation, always holding team members accountable for compliance.
