Area Head of Customer Success Southern Africa and Islands - ZACPT20 - Cape Town - Centennial Place, 2nd Floor, East Block | A.P. Moller - Maersk Job

Would you like to be part of a value-driven, commercially oriented international environment where we enable global trade every day? We are hiring an Area Head of Customer Success to join our team in South Africa.

The Area Head of Customer Success serves as a strategic partner to the Area Sales Manager, helping to shape and drive the growth agenda through data-driven performance management, clear prioritization, and alignment with business objectives. In this role, you will lead a team of Customer Success Partners and a Customer Solutions & Opportunity Lead, focused on driving growth both short term and in line with our multiyear plans, strengthen customer retention, ensure sales process discipline, and delivering consistent, high-quality customer experience.

You will be responsible for driving operational excellence across all customer success activities, building team capability, and ensuring high standards of execution. The role also plays a critical part in embedding governance, tools, and best practices to ensure consistency across Customer Success while supporting business growth and customer value.

WHAT WE OFFER:

When you join Maersk, you’ll find that the world is your workplace. You’ll work in a culturally diverse, stimulating environment, surrounded by new ideas and different ways of doing things. We believe in individual performance within highly professional teams supported by our distinctive values. To us teamwork means acceptance, respect, dedication, and the idea that we can achieve more when we all pull together.

Living our values means competing in the marketplace in an ethical way so our name is synonymous with being a credible and valuable business partner. Through Constant Care and Humbleness, we strive to prepare for the future, while never forgetting that our customers and competitors are key to our ability to improve. In our daily work, Uprightness and Our Employees mean that transparency and accountability in everything we do go hand in hand with being an inspiring, challenging place to work. At Maersk, we take pride in hiring the best person for the job – irrespective of gender, age, nationality, or religious belief.

KEY RESPONSIBILITIES:

Growth & Business Performance:

• Drive revenue growth and support the execution of the Area Business Plan through effective customer success strategies focused on retention, churn mitigation, and maximizing growth.

• Serve as a key strategic partner to the Area Head of Sales and Sales Leadership Team, helping to steer the commercial agenda and deliver sustainable short-, medium-, and long-term business outcomes.

Drive Customer Success operational excellence and standardization:

• Ensure consistent adoption of regional Customer Success processes, standards, tools and governance models across the Area.

• Drive adherence to minimum sales and Customer Success standards across Customer Success Partners and customer solutions.

• Ensure transactional and administrative activities are executed in line with agreed offshoring, OTS and process compliance requirements.

• Support regional process improvements, pilots, system rollouts and continuous execution discipline initiatives.

Lead Customer Success execution and capability:

• Lead, coach and develop Customer Success teams to improve execution quality, engagement consistency and operational effectiveness.

• Drive consistent execution of account planning, Sales Incentive Programme and Customer Success activities across the Area.

• Improve onboarding, retention and customer engagement execution consistency while increasing team productivity and prioritization.

• Strengthen execution discipline and capability development to improve customer outcomes and scalable operating performance.

Develop and drive customer solutions and pursuit management from: 

• Support pursuit execution through collaboration with the Customer Solutions & Opportunity Lead and Sales teams ensuring customer and commercial alignment.

• Translating customer needs into actionable customer specific value propositions - solutioning and whiteboarding with customers.

• Identifying cross-vertical opportunities and bundle relevant products.

• Facilitation of business case creation and financial projections with Solution Engineers

• Management of solution opportunities and handover to implementation as well as timely, high-quality customer responses.

• Driving cross-functional and cross-Area collaboration within and outside the OMEB process. Scale, Institutionalize & Enable.

Ad hoc:

• Support regional and Area initiatives as required.

• Maintain local data quality and adherence to regional governance standards.

• Support continuous improvement initiatives across Customer Success activities.

WHO WE ARE LOOKING FOR:

Someone with:

• A relevant tertiary qualification (preferred)

• At least 7 years of experience driving sales strategy and execution within the Supply Chain and Logistics industry

• Experience working within complex global matrix organisations.

• Proven success leading and developing teams in a fast-paced, high-volume environment

• Demonstrated experience driving growth and business development initiatives

• Experience leveraging AI, automation, and process improvement methodologies to enhance sales effectiveness and operational excellence (highly advantageous)

• Proficiency using data analytics tools

• CRM proficiency (Salesforce preferable)

• Stakeholder management (internally and externally)

• Ability to deliver high-quality results with accuracy and attention to detail, even under pressure

• Attention to detail

#LI-JP1

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing  [email protected].