Head of Customer

Nexleaf Analytics is a nonprofit technology company with a unique bottom-up approach for bringing data-driven impact to public health interventions in low- and middle-income countries. Our purpose-driven team of sales, manufacturing, public health and program experts, engineers, product managers, and data scientists designs sensor technologies and data analytics solutions to address global public health challenges. Our flagship product, ColdTrace, is a sensor and data analytics solution that provides monitoring and actionable insights to improve the efficacy, reliability, and sustainability of vaccine distribution in the hardest-to-reach places.

Who We Are Looking For

We are looking for an experienced, customer-obsessed leader to join Nexleaf’s leadership team. You will be responsible for building a sustainable business around the sale and successful adoption of ColdTrace across Africa and Asia. Doing so will require maintaining an integrated focus on our customers and end users, and designing appropriate solutions that meet their needs, from sales to delivery to customer support.

This role requires a leader who brings a commercial lens to addressing challenges in global health. You are willing to roll up your sleeves, build from scratch where needed, and can bring best practices that span the customer journey. You bring an unwavering commitment to meet Ministry of Health needs across Africa and Asia , but do not need to be a global health expert yourself. Our ideal candidate can bring in sales revenue and customers, while also delivering quality service and establishing processes to address questions, concerns, and feedback as they arise. If the idea of owning the customer journey from sales to support across Africa and Asia excites you, we’d love to talk!

This is a full time remote position based in Kenya, and will report directly to the CEO.

Responsibilities:

• Leadership
  • As part of the leadership team, inform organizational strategy and growth, hold the bar for performance utilizing a coaching mindset to uplevel everyone around you, and champion our culture of feedback, iteration, and bottom-up decision making driven by country needs
  • Set the strategy for the customer team, and build a globally distributed team to support the customer journey from sales to customer delivery, to customer support.

• Sales
  • Own the sales pipeline, forecast, and pricing strategy
  • Identify and build relationships with the most efficient and effective sales channels, including with UNICEF and UNDP
  • Build and maintain long lasting customer relationships by partnering with them to understand their needs
  • Assess current processes and tools used in ongoing sales operations, identify opportunities for improvement and implement them

• Customer Delivery & Account Management
  • Help customers extract the most value from Nexleaf’s product.
  • Deliver an excellent customer experience, from onboarding (training and device installation), to supporting product utilization and continuing education, at scale, in a variety of contexts
  • Understand and support the long-term relationships needed with Ministries of Health to ensure successful delivery of our solutions
  • Assess the health of our existing customer relationships, communicating this information internally to inform organizational strategy.

• Customer Support
  • Develop our strategy, including processes and resourcing, for providing high quality and cost effective support to customers
  • Assess and identify gaps in customer support, driving efforts to gather insights that can be used to inform future improvements
  • Ensure that technical issues are captured, aggregated, and diagnosed to drive product and process improvements
  • Design solutions that engage users to leverage our customer support

Why we’ll hire you

• You are a natural leader and mentor, committed to developing team members, influencing others, and amplifying the talent around you
• You have a track record of inspiring a culture of decision making rooted in data
• Deeply curious, bringing great listening skills and an ability to ask powerful questions to unlock insights and perspectives from others.
• You are masterful at giving and receiving feedback and building trust even in challenging situations with internal and external stakeholders.
• You are biased toward action, and possess a track record as an exceptional collaborator
• You have an ability to ruthlessly prioritize in the face of impossible choices, and you don’t hesitate to roll up your sleeves and tackle something hands-on when that’s what the situation calls for
• You have experience collaborating with the Product team to build a solution that will deliver value.

Requirements

• 7+ years managing high growth teams
• Demonstrated experience across the customer pipeline: from sales to customer delivery and customer support.
  • This includes knowledge and expertise in leveraging data to build customer strategy
• Experience hitting sales targets
• Proven success in scaling customer delivery and customer support teams, including through technology and process improvement .
• Ability to build and drive customer support metrics to maintain high quality, cost effective support strategy
• Demonstrated experience partnering with product teams to build continuous feedback loops

Benefits

• Amazing start-up culture that's purpose-driven and highly collaborative
• Fast-paced, high performing team focused on learning and getting better every day
• Paid Time Off, including a 1 week summer break and 1 week end of year-end closure
• Flexible work hours
• Medical Benefits