Challenge:

Global rapidly growing organisation, headquartered in London but with customer operations distributed across Africa, Asia, LatAm. Local resources reporting centrally created misalignment and bottlenecks, especially in the context of fast evolving product & market strategies.

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Solution:

Empowering local leadership with full control of local teams. Local leaders would report into a centralised leadership team rather than one person. Restructuring of sales commission model to accommodate new market dynamics. Introduction of a Global Customer Success department within operations.

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Outcome:

Devolving decision making and day to day budgetary recommendations to local Country Managers created more cohesive teams and quicker decisions. Country Managers reporting to a team centrally gave them quick access to all resources and support directly and made communications easier and quicker. New market sales compensation plans increased motivation and activity whilst customer sign up also increased. Customer Success essentially changed the mindset from onboard quickly to make the customer successful by giving Customer Success Managers overall implementation.