Country Sales & Customer service Operations Manager
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Job Summary
Own and deliver a new sales quota for the Uganda market driving new school acquisition.
Develop a country-specific sales strategy aligned with overall company direction.
Lead high-stakes negotiations with large school networks educational organizations government bodies/ministries and strategic partners such as telecoms and distributors.
Drive renewals and prevent churn proactively engaging clients before subscription expiry and intervening with at-risk schools.
Lead upselling and expansion efforts across the existing client base to grow product adoption and revenue.
Act as primary account manager for key clients maintaining strong relationships and high customer satisfaction (NPS).
Maintain fast SLA-compliant support response times with a high First Contact Resolution (FCR) rate.
Personally manage complex urgent or sensitive escalations.
Drive continuous improvement updating the knowledge base analyzing support trends and feeding insights back to the Product team.
Lead and manage the local team across Sales Account Management and Support functions.
Monitor KPIs across the business and report regularly to the Head of Commercialization.
Manage budget optimizing spend while ensuring compliance with company policy.
Ensure operations comply with Ugandan education laws securing the necessary licenses registrations and adherence to national educational standards.
Comply with Ugandas data protection laws implementing strong safeguards for student information and training the team on proper data handling.
Support the Finance team on tax compliance (VAT income tax withholding tax) and coordinate with the Uganda Revenue Authority.
Review and approve customer contracts within set authority limits protect our clients intellectual property in Uganda and manage customer disputes in coordination with the legal team.
Maintain relationships with auditors banks mobile money providers government officials regulatory bodies and the Uganda Investment Authority.
Ability to inspire performance across multiple functions mentor staff and communicate effectively with stakeholders at every level.
Exceptional organizational skills to oversee Sales Account Management and Support simultaneously coordinating workflows seamlessly across teams.
Ability to assess market opportunities develop go-to-market strategies and make data-driven decisions operating as a mini-GM for the country.
A strong advocate for customer needs able to build trust-based relationships listen actively and champion improvements on the clients behalf.
Rigorous data-driven operator who takes ownership of outcomes and adapts effectively under pressure.
Required Skills:
Technical business development experience in IT Network CCTV Access Control Fire Detection Fire Suppression VMS PIDS C3 and integrated solution design. Proven track record in leading technical operations teams along with separate project-specific delivery teams. Minimum ten (10) years of security service experience with at least 5 years in a senior position in the commercial security service industry. Technical understanding of commercial security and integrated technology solutions. Demonstrable experience in delivering innovative integrated solutions for clients where their risks/losses were better mitigated/reduced and delivered operational and cost efficiencies. Solid appreciation of financial models and proven ability to deliver stretching financial and non-financial targets. Experience in developing individuals and fostering their career advancement including suitable coaching and mentoring abilities. Proficiency in ICT and Communications Competencies A visionary leader energetic with the ability to transform inspire and motivate teams to produce quality output within strict timeframes Strategic and logical thinker ability to see the big picture and formulate strategies for the company and contribute to the achievement of the companys overall objectives Demonstrate ability to build cohesive teams and provide others with clear direction and sets measurable and achievable goals for subordinates Enthusiastic results-oriented with excellent communication and presentation skills Influential with an ability to work and interact with internal and external stakeholders at all levels Commitment to results customer-focused and goal-driven Ability to grow support and develop talent within the department High moral standing with impeccable integrity
