Customer Enablement Manager at Komatsu Mining

Job Overview

• The Customer Enablement Manager plays a pivotal role in ensuring that the company’s mining technology solutions are successfully onboarded and adopted by customers. This position is accountable for driving product knowledge, embedding technology, and delivering outstanding customer experience across multiple regions. The role will build and lead high-performing Customer Enablement team, cultivate long-term client relationships, and ensure that the company's technology is sustainably embedded and adopted.
• This role will oversee people and process initiatives to support customer knowledge and process gaps, identify growth opportunities through upselling services, grow Ecosystem adoption. The Customer Enablement Manager will be a key contributor to the overall Adoption and Sustainability strategy of the business. This role supports a multi-year transformation journey of customer success into a strategic driver of revenue, customer retention, and platform adoption. 

Key Job Responsibilities

Customer Success Strategy & Leadership

• Lead and execute a regional Customer Enablement strategy focused on adoption, retention, and value delivery, aligned with broader business goals. Build and manage high-performing team, ensure proactive customer engagement, and resolve issues swiftly. Oversee training and CM projects and resource planning to deliver measurable customer value, site productivity improvements, and ecosystem adoption. Foster a culture of accountability, innovation, and execution across Europe, South Africa, Africa Central Asia, and India.

Customer Knowledge Management

• Maximize customer knowledge through upskilling of mining technology teams, tailored success roadmaps, and measurable ROI. Drive upsells and cross-sell opportunities, ensure quality Value-in-Use case studies, and strengthen alignment with product teams. Provide clear goals to improve the quality and impact of Performance Assurance deliverables.

Customer Experience & Engagement

• Drive a seamless end-to-end customer journey by enhancing onboarding, engagement, and long-term satisfaction. Lead feedback-driven improvements, rebuild trust where needed, and serve as the escalation point for key accounts while fostering strong, strategic customer relationships.

Internal Business Process

• Implement and maintain robust Quality Assurance systems and the Performance management within the department. Ensure compliance with internal policies, including travel and governance directives, and drive accountability for process adherence across the team.

Human Resources

• Lead and develop high-performing, regionally dispersed team by fostering a culture of accountability, collaboration, and continuous improvement. Ensure alignment with the customer success strategy while addressing underperformance swiftly and professionally. Drive capability building through coaching and mentoring and maintain strong internal and external working relationships. Ensure SMART goals are Cascaded aligned to regional goals.

Compliance

• Ensure full adherence to legislative, customer site, Modular Mining, and Komatsu policies and systems across all countries of operation, always holding team members accountable for compliance.

Qualifications and Experience

Qualifications

• Degree in Mining/Industrial Engineering or Computer Science.
• Additional Qualification in Management will be an advantage.

Experience

• 5+ years of experience in a manager operational excellence or client services role, ideally within the mining technology or industrial sector. 
• 10+ years of experience in mining and/or mining technology experience 
• Proven track record in building, leading, and scaling value delivery teams across multiple regions. 
• Deep understanding of the EMEA, South Africa, Central Asia, and India markets, along with a focus on customer-centric approaches. 
• Demonstrated success in driving customer engagement through roadmaps, knowledge management, and achieving measurable improvements. 

Skills and Competencies

• Exceptional leadership and team-building skills 
• High Quality of Work
• Problem Solving and Solution Oriented
• Strong problem-solving abilities and customer-first mindset
• Excellent communication and relationship-building
• Cross-functional collaboration and influencing skills 
• Must be flexible, receptive to change, and have the ability to adapt quickly to changing business requirement 
• Excellent interpersonal skills, Cultural awareness & sensitivity