Country Sales Manager
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Job summary
The Country Manager serves as the primary commercial leader for Uganda, overseeing an integrated operation that combines Sales, Account Management, and Customer Support into one leadership role.
Min Qualification:
Bachelors
Experience Level:
Mid level
Experience Length:
5 years
Language Requirement:
English
Working Hours:
Full Time - 8 to 5
Applicant Location:
Uganda
Job descriptions & requirements
Country Manager Position
Sales, Account Management & Customer Support | Uganda Market
Role Overview
The Country Manager serves as the primary commercial leader for Uganda, overseeing an integrated operation that combines Sales, Account Management, and Customer Support into one leadership role.
Key Characteristics:
● End-to-end responsibility for market growth and customer success
● Operates as a "one-person general manager" for the country's commercial operations
● Reports directly to: Head of Commercialization
● Manages the complete customer lifecycle: acquisition → onboarding → support → renewal
Key Responsibilities
1. Sales & Market Growth
Objective: Drive new business development and expand Zeraki's footprint
● New School Acquisition: Own and achieve a new sales quota for the market
● Local Sales Strategy: Develop country-specific sales plans aligned with company strategy
● Key Deals & Partnerships: Lead high-stakes negotiations with:
○ Large school networks
○ Educational organizations
○ Government bodies and ministries
○ Strategic partners (telecoms, distributors)
2. Account Management & Customer Success
Objective: Maximize retention and expand existing client relationships
● Renewals & Churn Prevention:
○ Target: ≥97% customer retention (annual churn <3%)
○ Proactive engagement before subscription expiry
○ Monitor and intervene with at-risk schools
● Upselling & Expansion:
○ Target: ~30 product licenses/modules added annually
○ Achieve "3X" upsell quota
○ Drive Net Revenue Retention (NRR) > 100%
● Relationship Management: Serve as primary account manager for key clients, maintain high NPS scores
3. Customer Support & Service
Objective: Ensure excellent post-sales support and user satisfaction
● Support Operations:
○ Maintain fast response times (meet SLA targets)
○ High First Contact Resolution (FCR) rate
○ Target: ~85%+ support satisfaction (CSAT)
● Escalation Management: Personally handle complex, urgent, or sensitive issues
● Process Improvement: Update knowledge base, analyze trends, provide feedback to the Product team
4. Leadership & Operations
● Team Leadership: Manage the local team across all three functions
● Operational Oversight: Monitor KPIs, provide regular reports to the Head of Commercialization
● Budget Management: Optimize spend and ensure compliance with company policies
Regulatory Compliance & Legal Affairs
Regulatory Compliance
● Educational Sector Compliance:
○ Ensure operations comply with Ugandan education laws
○ Obtain necessary licenses and registrations
○ Meet national educational standards
● Data Protection & Privacy:
○ Comply with Uganda's data protection laws
○ Implement robust security measures for student information
○ Train the team on data handling requirements
● Tax Compliance: (in coordination with Finance Team)
○ Support the Finance Team on VAT, income tax, and withholding tax
○ Coordinate with Uganda Revenue Authority
Legal & Contractual Management
● Contract Management: Review and approve customer contracts within authority limits
● IP Protection: Protect Zeraki's intellectual property in Uganda
● Dispute Resolution: Manage customer disputes, coordinate with the legal team when needed
External Relations
● Coordinate with auditors, banks, and mobile money providers
● Maintain relationships with government officials and regulatory bodies
● Work with the Uganda Investment Authority and other agencies
Core Capabilities Required
1. Leadership & People Management
Inspire performance across multiple functions, mentor staff, and communicate effectively with all stakeholders
2. Multi-Function Management
Exceptional organizational skills to oversee Sales, AM, and Support simultaneously; coordinate workflows seamlessly
3. Strategic Commercial Acumen
Assess opportunities, develop go-to-market strategies, make data-driven decisions; act as "mini-GM"
4. Customer-Centric Approach
Champion customer needs, build trust-based relationships, actively listen, and advocate for improvements
5. Operational Excellence & Accountability
Manage operations rigorously, analyze performance data, take ownership of outcomes, and adapt under pressure
Performance Metrics
Success is measured across a balanced scorecard of sales, retention, and support KPIs
Sales Metrics
● New School Acquisition: 100%+ of annual new client target
● Sales Revenue: Achieve ~3X quota coverage
● First-Year Collections: ~95%+ of invoiced amounts collected on time
Retention & Growth Metrics
● Annual Churn Rate: <3% (≥97% retention)
● Upsell/Cross-Sell Quota: ~30 product additions, achieve "3X" upsell target
● Net Revenue Retention (NRR): >100%
● Account Health & NPS: Maintain strong satisfaction scores
Support Metrics
● Support Response Time: High % of tickets answered within SLA (e.g., first hour)
● Issue Resolution Rate: High First Contact Resolution (FCR)
● Support Satisfaction (CSAT): 85%+ positive ratings
Financial Metrics
● Collections & Receivables: 95%+ of renewal revenues collected on schedule
Career Path
This role is designed to scale as the market grows:
Path 1: General Management
● Grow into National Manager or Country Director
● Hire dedicated functional leads (Sales Manager, AM Lead, Support Lead)
● Transition to higher-level oversight of department heads
Path 2: Specialist Leadership
● Focus on one function as the team scales
● Become Head of Sales, Customer Success Director, or similar specialized role
● Hand over other functions to new hires
High-performing Country Managers are well-positioned for senior roles: running larger regions,
Head of Commercial roles, or corporate strategy positions at HQ
Reporting Structure
Direct Report To: Head of Commercialization
Single-point accountability for country performance across all commercial functions
Education
- Bachelor's degree in Business Administration, Marketing, Sales, Information Technology, Education, or a related field.
- An MBA or postgraduate qualification is an added advantage.
- 5–8 years of progressive sales experience, with at least 3 years in a leadership or management role.
- Proven experience selling enterprise software, SaaS, ERP, school management systems, learning management systems (LMS), or other technology solutions.
- Preferred Industry Background
Candidates from any of the following industries would be suitable
- Education Technology (EdTech)
- ERP software
- SaaS companies
- Enterprise software
- ICT solutions
- Digital learning platforms
- School management software
- Cloud services
- Educational publishing with digital products
Compensation: Competitive salary commensurate with qualifications and experience, well-structured performance-based commission, etc
How to Apply:
All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section
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