Rollout Customer Success Specialist

Role Objective

Hungry Lion, on behalf of Servios, is seeking a proactive and technically strong Rollout Customer Success Specialist to support Zenios rollouts and ongoing operations across Africa. This role owns end-to-end customer operations from store rollout and go-live stabilization to L2 support and pre-sales, acting as Zenios’s local technical and operational representative.

The successful candidate will support store-level implementations, monitor operational performance, manage escalations, and serve as the key link between HQ technical teams and local operations. This is a hands-on, customer-facing role requiring strong system knowledge, coordination skills, and accountability during critical rollout periods.

Key Responsibilities

• Participate in store rollouts and post-go-live stabilization
• Monitor and track in-store activities and system performance
• Collect local operational feedback and drive continuous improvement
• Provide onsite and remote operational support
• Handle L2 functional and technical escalations
• Act as the primary customer success contact for rollout communications
• Support presales activities, including onsite solution validation
• Bridge HQ technical teams with local store operations
• Diagnose issues, prioritize based on business impact, and coordinate resolution

Experience & Background

• Experience in store rollout, system deployment, or operational support
• Prior involvement in multi-store implementations (preferred)

Technical & Operational Skills

• Strong POS and Back-Office knowledge (inventory, recipes, cash management, multi-store operations, payments)
• Solid understanding of store processes and inventory/sales/reporting flows
• Understanding of integrations and fiscalisation logic
• Ability to perform system diagnosis and performance tracking
• Experience managing operational issues and escalations
• Capability to support both onsite and remote operations

Analytical & Personal Competencies

• Strong analytical and problem-solving skills
• Ability to prioritize issues based on business impact
• Proactive mindset in preventing repeat incidents
• High ownership and accountability
• Ability to work under pressure during go-live periods
• Strong communication skills and customer-facing presence
• English proficiency