Customer Success Manager
2 days ago
Key Responsibilities:
- Client Relationship Management: Serve as the primary point of contact for clients, proactively managing relationships and ensuring clear, documented communication (functional support, status meetings, etc.).
- Onboarding & Training: Oversee customer onboarding, including product demos, training sessions, documentation, and presentations to ensure smooth adoption of our solutions.
- Maximise Product Usage: Assist customers in fully utilising our tools and services, helping them gain valuable insights and derive maximum benefit.
- Data Analysis & Reporting: Support clients with data analysis, creating relevant reports, and offering insights to drive decision-making.
- Customer Needs Assessment: Understand client requirements in-depth and recommend solutions by leveraging both existing and new platform features.
- Feedback & Product Development: Gather client feedback and provide input to the product team for feature improvements, including functional specifications.
- Cross-functional Collaboration: Work closely with experts, technical, product, and software teams to resolve client issues and assist in the development of new features.
- Customer Satisfaction & Loyalty: Ensure high customer satisfaction by addressing concerns, building trust, and maintaining a positive company image.
- Ongoing Engagement: Conduct regular meetings with customers to ensure quality engagement levels and maximise the value they get from our solutions.
- Sales Support: Provide technical expertise and product knowledge to support the sales team in customer discussions.
- Pilot Project Management: Manage and oversee pilot projects, ensuring successful implementation and customer feedback.
- Database & Documentation Maintenance: Ensure accurate and up-to-date vessel database management and associated documentation.
Requirements:
- Industry Knowledge: Strong experience in the Maritime Industry with knowledge in Fleet performance would be advantageous.
- Analytical Skills: Strong critical thinking and problem-solving abilities, particularly with data analysis and engineering approaches.
- Communication Skills: Excellent interpersonal skills with a professional demeanor, able to communicate effectively with diverse stakeholders.
- Operational Understanding: Solid understanding of ship operations and the roles/responsibilities of stakeholders involved.
Product Knowledge
Account Management
Sales
Data Analysis
Analytical Skills
Customer Experience
Interpersonal Skills
Critical Thinking
Relationship Management
Customer Success
Project Management
Advocate
SaaS
Communication Skills
Customer Satisfaction
Product Development
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