Job Vacancies at d.light

Reporting to: Senior Manager, Atlas Operations

Position Description

The Success Manager will be an indispensable leader in the company and in the software team. This role will be a good fit for you if you are:

• Passionate about providing energy access to off-grid markets
• Comfortable managing diverse groups of partners and communicating with ease across countries, cultures and time zones
• A big-picture thinker able to foresee potential roadblocks and implement thoughtful, cost effective and stage-appropriate solutions
• Able to combine a high competency for data driven management with an ability to communicate effectively to secure buy-in with external parties as well as internal colleagues
• Excited to thrive in a transparent, direct, non-hierarchical environment with relatively lean, high-commitment collaborative teams operating with a clear purpose, and with every action guided by core operating principles

Responsibilities

Maintain and Increase Atlas Effectiveness

• Manage the Atlas support team to provide the first point of contact for Atlas related items, requests and issues coming from our portfolio of Atlas users as well as our internal stakeholders
• Work with the internal team to ensure we are meeting SLAs and other expectations of users and stakeholders, and handling escalations appropriately
• Create and track metrics for user satisfaction with Atlas software and the platform team
• Gain a strong understanding of each customer’s business objectives and help our users optimize their use of our platform to effectively sell our products
• Become an expert in the Atlas software suite and provide recommendations to suit varying customer needs
• Encourage deeper feature adoption and ensure customers grow into advocates

Cross-Functional Collaboration

• Synthesize customer feedback and liaise with all relevant departments to ensure the voice of the customer is consistent and understood by all parties
• Work with Product Managers to feed customer needs into the product roadmap
• Work with the Business Development team to create pre-sales material, deliver product demos, and help leads understand the value of the Atlas platform during the sales process
• Work with the Marketing team to build customer testimonials and referrals, create material for communication with existing customers, and to ensure Atlas marketing initiatives are appropriate for our customer profiles

Onboarding

• Work across departments to facilitate a seamless and thorough Customer on-boarding process
• Employ project management skills and tools to coordinate with d.light’s Expansion, Partnerships and software teams to ensure smooth setup of new country rollouts and partner implementations, ensuring all expectations are set and milestones are met
• Serve as the project lead for software setup, training and use for new user groups

Training

• Provide training to users to ensure they are engaged with the product and the product is optimized for their operational model
• Maintain updated training materials (presentations, guides, videos) for all aspects of Atlas; own the training material development, management and updating of information for users
• Educate existing customers on new features and tools as they’re added to Atlas

Process Development and Optimization

• Develop and document standard processes to drive all touchpoints with external parties, including on-boarding, ticketing and support, pre-sales, and user training
• Improve, optimize, and enforce processes on an on-going basis to ensure efficiency and predictability of our service to customers

Desired Skills and Experience

• 3-5 years of professional experience in an external/client-facing role
• Fluency in English and French (other languages are a plus)
• Experience managing partner relationships, preferably in a software context
• Experience with project management tools and frameworks
• Excellent communication and interpersonal skills
• Ability to create structure in ambiguous situations and design effective processes
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
• Knowledge of customer success processes
• Strong business acumen with track record of solving business needs through software solutions
• Excellent technology skills with an understanding of the intersections of mobile money, SMS, web pages, databases and how they interact
• Deep understanding of PAYGO business models with experience in off-grid energy a plus
• Experience working in both local and distributed teams

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Reporting to: Marketing Director Africa

Position Description

The job holder will manage a group/category of products for d.light and be responsible for pricing and overall promotion of a product category to maximize consumer appeal and growth (in volumes & amounts).

Responsibilities

• The job holder should develop extensive category understanding for d.light products. The job holder will be the subject matter expert in assigned categories and provide thought leadership
• The job holder will develop an insight framework that will provide data inputs into category definition and product hierarchy, provide insight and perspective of the various channel dynamics on assigned categories. Notable here will be:
  • Assesses market competition by comparing the company's product to competitors' products
  • Assesses product market data by calling on customers with field salespeople and evaluating sales call results
  • Facilitates inventory turnover by reviewing and adjusting inventory levels
• The job holder will partner with business to derive category ranging, pricing and promotions across customer channels.
• The job holder will lead category management projects to drive category growth. Notable here will be:
  •  Obtain product market share by working with sales directors/ country managers to develop product sales strategies
  • Support introduction of new products to market by analyzing proposed product requirements and product development programs; preparing return-on-investment analyses; supporting Products Development team with insights & market nuances

• The job holder will recommend the nature and scope of present and future product lines by reviewing product specifications and requirements; appraising new product ideas and/or product or packaging changes. 

Desired Skills and Experience

• Minimum of a degree in a business-related field (BCom / BSc / BA in business administration, marketing or related field)
• 5-7 years of experience working with a leading company (Category Management, Shopper Insights, Sales or related position)
• Demonstrated knowledge of Category Management philosophies, tools and processes and proven record of success
• Demonstrate excellent analytical skills with a strategic ability
• Strong mindset for meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality
• Strong people management skills and the ability to manage and persuade at all levels of the company is essential.
• A thorough understanding of retail insights is essential.
• Good verbal and written communication skills, with an emphasis on tact and diplomacy
• Passion for social enterprise, development of people and environmental benefits
• Good understanding of Smartphones / Value Added Services & Route to Market will be an added advantage