Jobs at Duplo

• The Head of Commercial will be responsible for overseeing revenue generation for all aspects of Duplo’s products and leading large-scale partnerships within Nigeria. 
• This role requires a visionary leader with a deep understanding of the fintech and payments ecosystem, strong strategic planning skills, and a proven track record of driving results in a fast-paced, dynamic environment.

Responsibilities

• Commercial Strategy: Develop and execute Duplo’s commercial strategy across all products  for the Nigerian market.
• End-to-End Revenue Ownership: Take full ownership of executing revenue strategies to generate growth.
• Team Leadership: Grow, manage, scale and lead a high-performing sales team to drive sales to enterprise, mid-market and SME business segments as applicable.
• Cross-Functional Leadership: Provide leadership and direction to the Sales, Product and Marketing teams based on customer needs, setting clear objectives to achieve sales targets.
• Research: Conduct market research and analysis to identify growth opportunities, evaluate market trends, and anticipate competitive threats.
• Partnerships: Drive strategic partnerships to accelerate product adoption and grow performance.
• Sales Process Optimization: Review and optimize all sales processes, including forecasting, pipeline management, and sales performance analytics, to optimize sales effectiveness and efficiency.
• Negotiations: Negotiate contracts and agreements, ensuring favorable terms, pricing, and SLAs.
• Client Management: Understand client needs, develop business cases, and act as a trusted advisor to senior stakeholders at target companies, articulating Duplo’s value propositions effectively.
• New Market Opportunities: Identify new market opportunities to grow market share and aid expansion.

Requirements

• At least 10+ years experience in sales, fintech, or corporate banking is required.
• 5+ Years of experience structuring, pricing, and negotiating large-scale partnerships.
• 5+ Years of experience in payments (payment gateway, checkout and crossborder payments) is mandatory.
• SaaS sales experience is an added advantage.
• Proven track record of meeting and exceeding established goals for the business and for partners.
• Ability to work with multiple stakeholders.
• Ability to make decisions in a changing environment, anticipate future needs and drive results.
• Strong sense of ownership and determination to get things done.
• Exceptional communicator (written and oral) with strong interpersonal skills.
• Can-do attitude with a willingness to roll up your sleeves and figure it out.

go to method of application »

Responsibilities 

Customer Onboarding & Enablement:

• Lead onboarding and training calls for new customers using established playbooks.
• Guide customers through initial setup, configuration, and early product usage.
• Ensure customers complete key onboarding milestones within expected timelines.
• Provide follow-up support after onboarding to reinforce adoption and early value realization.

Customer Engagement & Support:

• Act as a primary point of contact for inbound customer support via email and ticketing systems.
• Troubleshoot and resolve customer issues directly using product knowledge, documentation, and internal resources.
• Manage customer support tickets end-to-end using Zoho Desk, ensuring timely and clear communication.
• Identify patterns in customer issues and escalate complex, high-impact, or unresolved cases to Senior Associates or relevant internal teams.
• Communicate resolutions clearly to customers and confirm issue closure and satisfaction.

Journey-Based Customer Success Execution:

• Support defined customer success journeys (e.g. onboarding, activation, early retention) rather than owning individual customer accounts.
• Monitor customer engagement signals such as usage trends, support volume, and training completion.
• Proactively flag churn risks, adoption gaps, and expansion signals to senior team members.
• Execute customer success playbooks consistently across assigned journeys.

Revenue & Commercial Support (Light Responsibility):

• Support renewal and expansion activities, particularly for customers closed end-to-end by interns.
• Assist with tracking renewal readiness, usage alignment, and customer sentiment.
• Participate in renewal or value conversations under guidance when required.

Knowledge Base & Documentation Ownership:

• Create, update, and maintain knowledge base articles across assigned Duplo products.
• Document common support issues, onboarding steps, and troubleshooting guides based on real customer interactions.
• Continuously improve documentation clarity to enable customer self-service and reduce repeat support requests.
• Collaborate with internal teams to ensure documentation reflects current product functionality and workflows.

Customer Success Operations:

• Maintain accurate and up-to-date customer records in CRM
• Log customer interactions, support resolutions, onboarding progress, and key notes.
• Track customer journey milestones, engagement trends, and operational metrics.
• Ensure smooth internal visibility into customer status, risks, and ongoing issues.

Requirements 

• Bachelor's Degree in Business Administration, Customer Service, Information Technology, Computer Science, or a related discipline.
• 2-3 years of experience in Customer Success, Customer Support, Account Management, Operations, or a customer-facing role.
• Experience in a SaaS, fintech, or technology company is an advantage.
• Experience supporting customers through onboarding or product implementation is preferred.
• Strong understanding of customer onboarding and customer lifecycle management.
• Ability to troubleshoot customer issues using documentation and internal tools.
• Experience using CRM, ticketing, project management, and customer reporting tools like Zohodesk, Hubspot, Metabase would be an added advantage
• Ability to document processes and create customer-facing knowledge base articles.
• Good understanding of Microsoft Office or Google Workspace.
• Ability to interpret customer usage data and identify adoption trends.