Customer Experience Manager

**The Company** RightShip is the world's biggest third party maritime due diligence organization, providing expertise in global safety, sustainability and social responsibility best practices. We bring together years of industry expertise with the output from analytics and large data sets to provide our safety and environmental scoring systems, recommendations and consultancy services. Using leading data and technology, we aim to set new benchmarks in environmental protection. We support global initiatives and action influencing practical and impactful change, enabling "win-win" for business and the environment. **What we offer** We offer a place where you know you are contributing to an organization who are constantly working to ensure ships are safe as possible so that crew and cargo are protected. We are passionate about maritime efficiency, safety and sustainability practices. We offer generous rewards. Our base salary is competitive, we support employee wellbeing and provide our employees with a Healthy Living Allowance and our annual incentive scheme is awesome. We have some great talent who are happy to share their experience and skills to help you on your way and we are committed to professional development to make sure your career keeps growing while you're working with us. **What makes RightShip a great place to work at**: RightShip is an equal opportunity employer, and we champion diversity. Our teams are composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities, and generations. We believe that a diversity of experiences makes us stronger—as individuals, as communities and as an organization. Permanent, Full Time Location: Singapore RightShip is the world's biggest third party maritime due diligence organization, providing expertise in global safety, sustainability and social responsibility best practices. We bring together years of industry expertise with the output from analytics and large data sets to provide our safety and environmental scoring systems, recommendations and consultancy services. Using leading data and technology, we aim to set new benchmarks in environmental protection. We support global initiatives and action influencing practical and impactful change, enabling "win-win" for business and the environment. Reporting to the Head of Customer Experience, the Customer Experience Manager (CXM) owns and manages their own portfolio of Customer Accounts. The CXM is responsible for the end-to-end customer journey starting from supporting pre-sales and value engineering, through implementation and customer onboarding, and ultimately with engagement, upsells, and renewals. **Major Responsibilities**: **PRE-SALES VALUE / SOLUTIONS ENGINEERING SUPPORT** - Assist cross-functional teammates in Sales, Marketing, Product to understand and build use cases used to present and conduct demos with prospective customers. - Guide or identify opportunities to match customer pain points to RightShip solutions. **CUSTOMER ONBOARDING / IMPLEMENTATION** - Act as single point of contact for all customer onboarding activities across the entire RightShip suite of products and services. - Own the entire onboarding process from platform enablement to user access and configuration, and follow-up with training. - Walk customers through the basics of the product/service, connecting the high-value features directly to the customers' pain points. **CUSTOMER ENGAGEMENT** - Act as single point of contact for your portfolio of accounts, ensuring customers are engaged, delighted, and supported. - Identify risks, blockers, and obstacles for each account and document and communicate to broader team for visibility and action. - Be the voice of the customer and build a customer feedback loop to report both positive and negative feedback. - Manage customer KPIs across each product/solution and ensure customer is maximizing their value with our solutions. - Identify opportunities for upsell or uplift and loop in the relevant cross-functional team members for sales pitch and demo. - Ultimately, ensure high engagement, usage, support, value realization, and satisfaction to guarantee contract renewals. **CUSTOMER SUPPORT** - Act as first-line manager providing customer service support and play a key role in helping to achieve targets in areas such as productivity or turnaround times. - Act as first point of contact for customer queries, issues, feedback and resolve them, escalating to cross-functional team members and leaders as required. **Qualifications, Skills and Experience**: - Bachelor's Degree or Equivalent Level - Initiate compelling sales conversation that are customer-focused - Manage buyer indifference by knowing the different buying influences - Understand customer needs, issues, motivations, buy-in process - Manage customer resistance by building rapport and maintaining relationships - Navigate customer challenges by question