Role SummaryThe Sales Excellence (SE) Team Leader owns the Sales Excellence function: a team of 3 SE Owners accountable for getting every new Octane customer's fleet actually using the product in its first three months after go-live. Where Onboarding & Activation makes a customer able to transact and Account Management owns the relationship after month 3, Sales Excellence is the accountable owner of the gap in between - driving subscribed vehicles to their first transaction, running structured zero-transaction recovery, and giving customers a fast technical answer when something blocks them. The Team Leader runs that team: staffing, coverage, escalation, and the cadence that keeps every account moving toward the activation target, while representing SE's needs and results to the Director of Operations Excellence.
Reports ToDirector of Operations Excellence.
Team leadership & coverage
- * Own the duty roster that covers every customer WhatsApp group outside each SE Owner's working hours, so every account has round-the-clock coverage without any one person being always-on.
- Coordinate the round-robin assignment of new accounts across the 3 SE Owners.
- Onboard and ramp new SE Owners - tool access, process, and the first-week playbook.
Escalation & risk
- * Sit as the escalation point above the SE Owners: duty / Live Ops → SE Owner → SE Team Leader → leadership. Unblock anything an SE Owner cannot clear alone.
- Own SE load-per-owner as a capacity metric; when it flags red, raise a hiring trigger to the Director of Operations Excellence rather than letting service quality slip.
- Escalate Gate-2 waiver disputes and Gate-3 handover-acceptance disputes that reach team-lead level.
Cadence & performance
- * Run or co-run the weekly Activation Review with the Sales and Onboarding & Activation leads: activation % vs. target, stuck customers, coverage gaps.
- Represent Sales Excellence in the monthly Cohort Review - what handed to Account Management, at what activation %, and the lessons from it.
- Own the team's contribution to the weekly tracker snapshot delivered to the Director of Operations Excellence.
- Accountable for the team's aggregate activation outcome: every SE Owner hitting - or being actively helped toward - x% of subscribed vehicles transacting within 60-90 days of go-live.
Process & quality
- * Enforce ticket discipline: no customer group action request is worked without a ticket logged first.
- Audit that response SLAs are held (5 minutes for full customer groups, 10-15 minutes for limited groups during business hours; 10-20 minutes after-hours via duty coverage).
- Own the handover quality bar into Account Management: the handoff brief completes on schedule, the handover protocol run cleanly, no account left in an ambiguous ownership state.
Cross-functional coordination
- * Primary SE-side counterpart to Onboarding & Activation (readiness handoff), Sales (fleet-growth conversion and upsell), Account Management (the month-3 handover), and the after-hours duty function.
Required Qualifications
- * 3+ years leading a customer-facing operations, customer success, or activation team in a B2B subscription, fleet, fintech, or logistics business - with direct people-management experience (not individual-contributor account ownership with informal mentoring).
- Demonstrated ability to run a team against a hard, measurable target (e.g. activation rate, time-to-value, SLA adherence) and to diagnose why a given account is off pace.
- Analytically strong: reads the team's KPI dashboard (activation %, load-per-owner, SLA adherence) fluently enough to spot what's actually driving a number off target before it's flagged to them, and turns that read into a specific corrective action - not just a status report upward.
- Comfortable owning escalations and making real-time judgment calls under a live SLA - response windows in this role are minutes, not days.
- Fluent in Arabic and English; customer-facing scripts and checklists run in both.
- Working fluency with a ticketing/helpdesk platform and a BI/dashboard tool for tracking team- and account-level metrics.
Preferred Qualifications
- * Experience standing up or reshaping a customer-activation function from scratch - this is a newly formalized role on a team built from a repurposed group.
- Familiarity with fleet, fuel, or mobility operations.
- Experience owning a structured handover between teams (e.g. onboarding to success to account management).
Success Metrics
- * Team-wide activation %: 50% or more of subscribed vehicles transacting within 60-90 days of go-live, measured month-to-date against forecast.
- Zero-transaction follow-up cadence held: no vehicle goes more than 7 days between follow-ups in its first 3 months.
- Response-SLA adherence, audited weekly: 5 minutes (full groups) / 10-15 minutes (limited groups) in business hours; 10-20 minutes after-hours.
- Ticket-discipline compliance: 100% of logged group action requests carry a ticket before work starts.
- On-time handover rate: handoff brief complete on schedule; handover protocol closed on schedule, for every account.
- SE load-per-owner held within the sustainable band on the capacity dashboard; hiring triggers raised before the metric goes red, not after.
Must-have
- * 3+ years directly managing a customer-facing operations/success/activation team, in B2B subscription, fleet, fintech, or logistics.
- Fluent Arabic and English (customer scripts run in both).
- Has run a team against a hard, trackable target and can talk concretely about diagnosing why one account is off-pace vs. another.
- Comfortable with a ticketing tool and a BI/dashboard tool for tracking metrics - this isn't a spreadsheet-only role.
- Can read a KPI dashboard and turn it into an action, in their own words, not a canned answer. In the interview, put a real (or realistic) activation/SLA dashboard in front of them and ask what they'd do about it
