Customer Success Consultant (FMCG)

Job Description

Job Title: Customer Success Consultant (FMCG)
Location: Kenya (Must have a valid passport)
Employment Type: Full-Time
Experience: 3–5 years in sales operations, system support, or digital sales systems within FMCG
Working Days: 6 days
Expected Travel: 40% travel
Salary: 800 USD per month (Payment in Local Currency)

Job Summary
The Customer Success Consultant will provide operational support for Sales Force Automation (SFA) and Distributor Management System (DMS) platforms. The role ensures timely resolution of user issues, supports automated DMS operations, and maintains system reliability for sales teams and distributor partners. This position is critical in maintaining operational visibility, data integrity, and seamless system functionality across the organization.

Key Responsibilities
• Provide first-line support for all SFA and DMS users within assigned regions.
• Log, track, and resolve system-related issues within defined SLA timelines.
• Escalate complex system issues to the Team Lead or central digital systems team when required.
• Investigate and troubleshoot system errors affecting transaction synchronization, visibility, or reporting.
• Support resolution of system integration or data flow issues impacting DMS performance.
• Provide structured guidance to sales teams and distributor personnel on correct system usage.
• Support onboarding of new users with proper system setup and orientation.
• Reinforce system compliance by identifying misuse or deviations from SOPs.
• Support periodic user retraining and system refresh sessions to maintain consistent standards.

Key Qualifications and Skills
• HND / B.Sc. in Business Administration, Accounting, or related field.
• 3–5 years of experience in FMCG sales operations, system support, or digital sales systems.
• Experience supporting SFA or DMS platforms is an advantage.
• Strong troubleshooting ability for system-related issues.
• Good understanding of data validation and reporting processes.
• Proficiency in Microsoft Excel and basic reporting tools.
• Strong communication and user support skills.

Attitudes & Competencies
• Responsive: Provides timely assistance to system users.
• Detail-Oriented: Ensures accuracy when investigating data or system issues.
• Disciplined: Adheres to operational procedures and reporting timelines.
• Supportive: Provides clear guidance to field users and distributor teams.
• Collaborative: Works effectively with Sales, IT, and Operations teams.

KPIs
• User Support Resolution within SLA ≥ 90%
• System Issue Resolution Time ≤ 24 Hours
• Data Accuracy Validation ≥ 98%
• User Support Satisfaction ≥ 90%

NB: All information will be treated with strictest confidentiality.