1. Sales & Market Growth

• 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.

2. Account Management & Customer Success

• 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).

3. Customer Support & Service

• 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.

4. Leadership & Operations

• 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.

5. Regulatory, Legal & External Affairs

• Ensure operations comply with Ugandan education laws, securing the necessary licenses, registrations, and adherence to national educational standards.

• Comply with Uganda's 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 client’s 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.

Requirements

A Degree in business administration, ITC, Business computing, Education and any related field with working experience of 5-8 years in related field
1. Leadership & People Management

• Ability to inspire performance across multiple functions, mentor staff, and communicate effectively with stakeholders at every level.

2. Multi-Function Management

• Exceptional organizational skills to oversee Sales, Account Management, and Support simultaneously, coordinating workflows seamlessly across teams.

3. Strategic Commercial Acumen

• Ability to assess market opportunities, develop go-to-market strategies, and make data-driven decisions — operating as a “mini-GM” for the country.

4. Customer-Centric Approach

• A strong advocate for customer needs, able to build trust-based relationships, listen actively, and champion improvements on the client's behalf.

5. Operational Excellence & Accountability

• Rigorous, data-driven operator who takes ownership of outcomes and adapts effectively under pressure.