Performance Assurance Lead at Komatsu Mining

Job Purpose

• The Performance Assurance Lead (PA Lead) is the primary customer-facing role responsible for ensuring value realization, technical adoption, and lifecycle support of Komatsu’s Mining Technology solutions. Acting as the single point of accountability, the PA  Lead combines customer success management, performance assurance, and technical-commercial alignment to drive solution adoption, maximize ROI, and strengthen long-term partnerships. The PA Lead ensures seamless collaboration with internal functions, including Sales, Technical Services, and Customer Success, to deliver on customer roadmaps, performance objectives, and value commitments
• This role will oversee technical initiatives to support customer tactical plans, identify growth opportunities through upselling services and grow Ecosystem adoption.

Travel Requirements

• Up to 50% Travel to the rest of  Africa as well as abroad  

Job Requirements
Qualifications/Experience

• Degree in Mining/Industrial Engineering or Computer Science.
• Additional certifications in Mining Technology, Project/ Account Management, or SaaS/ Cloud Solutions (advantageous)

Knowledge/Experience

• 5-8 years of Mining Experience post Graduate Training Program and in Mining Technology, Fleet Management, or Mining Operations.
• 10+ years of experience in mining and/or mining technology experience 
• Strong technical knowledge of IntelliMine® solutions, fleet management, and mine operations
• Proven track record in customer engagement, technical adoption, and value delivery
• Experience in SaaS/Cloud-based solutions and subscription models (advantageous) 
• 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, optimizing value, and achieving measurable improvements.

Job Responsibilities
Customer Engagement & Value Delivery 

• Serve as the primary point of contact for assigned customers, ensuring solution adoption and ongoing value realization.
• Develop and maintain customer roadmaps in alignment with strategic objectives.
• Conduct regular business reviews and communicate solution performance against agreed KPIs.
• Capture customer feedback and translate into actionable improvements across delivery and product teams

Solution Performance & Assurance

• Proactively monitor and optimize system usage, operator adoption, and infrastructure readiness.
• Lead gap assessments and develop work plans with customers to close performance gaps.
• Conduct on-site observations, audits, and coaching to ensure effective use of technology.
• Generate performance, compliance, and ROI reports for customer stakeholders.

Technical Coordination & Support

• Coordinate with Technical Services for issue resolution, upgrades, and deployments.
• Manage escalation processes and ensure timely resolution of system or service issues.
• Provide first-line technical and operational support during site visits, ensuring adherence to performance assurance standards.

Sales & Commercial Support 

• Partner with Solution Sales Managers to identify upsell and cross-sell opportunities.
• Qualify and pass sales leads to the appropriate internal teams.
• Provide input into technical scoping, quoting requirements, and value case development.
• Support recurring revenue protection by ensuring contract deliverables are met through system usage and customer adoption.

Internal Collaboration & Compliance

• Lead Team meetings for assigned accounts, ensuring alignment across Sales, Technical, Customer Success, and RevOps.
• Maintain accurate account and opportunity data in Salesforce CRM.
• Ensure compliance with internal reporting, safety, and travel processes.
• Share customer intelligence and lessons learned to drive continuous improvement.

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.

Safety Leadership

• Promote and maintain a physically and psychologically safe working environment across all Modular/MTS offices, customer sites, and travel locations. 
• Proactively identify and address safety risks, ensuring compliance with local regulations and company policies. 
• Conduct regular assessments to surface hidden risks, escalate concerns appropriately, and hold team members accountable for maintaining safety standards.
• Address interpersonal issues impacting team well-being through timely engagement with HR and relevant managers. Lead by example in safety, fostering a culture where physical and emotional well-being are non-negotiable priorities

Competencies

• 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