Kazam - Head - Implementation & Customer Success

Role Overview:

As the Head of Implementation & Customer Success, you will own the end-to-end journey of our B2B enterprise clients (large e-commerce fleets, logistics hubs, CPOs, and corporate partners) from post-sales onboarding to long-term adoption and value realization. This is a high-impact leadership role requiring a rare blend of technical implementation oversight and strategic customer relationship management.

You will lead a high-performing team to ensure zero-downtime onboarding, stellar software adoption, maximum infrastructure utilization, and industry-leading customer retention.

Key Responsibilities:

1. Implementation & Deployment Strategy

- End-to-End Onboarding: Oversee the deployment lifecycle of Kazam's software platform, fleet management solutions, and hardware integrations across client sites.

- Cross-Functional Coordination: Collaborate closely with product, engineering, and hardware teams to ensure smooth setup, protocol alignment, and custom API integrations for B2B clients.

- Project Governance: Standardize deployment frameworks to cut down "Time-to-Value" for enterprise fleet hubs and commercial operators.

- Site & Technical Readiness: Supervise technical site assessments, pilot testing, and system validation to ensure seamless launch operations.

2. Customer Success & Account Management

- Driving Adoption & ROI: Ensure client teams fully adopt Kazam's platform capabilities to drive operational efficiency and maximize their return on investment.

- Retention & Churn Mitigation: Monitor account health metrics closely, proactively resolving technical or operational bottlenecks to keep churn near zero.

- Account Expansion: Partner with the sales team to identify upselling and cross-selling opportunities for new software modules, analytics tools, or hardware upgrades.

- Voice of the Customer (VoC): Synthesize customer feedback, pain points, and feature requests into actionable insights for the Product and R&D teams.

3. Leadership & Operations

- Team Building: Mentor, scale, and inspire a dual team of Implementation Engineers and Customer Success Managers.

- Data-Driven Performance: Establish, track, and report on key performance indicators including Net Promoter Score (NPS), Customer Lifetime Value (LTV), deployment turnaround time (TAT), and SLA adherence.