Customer Success Manager

**JOB SCOPE
Customer Success is vital to our long-term profitability. We will not be successful unless our customers are receiving considerable value from our service and continue to purchase on a recurring basis. As such, we need a team of Managers with the sole objective of ensuring success for our customers.

The Customer Success Manager owns the transactional performance of all the customers’ accounts within their customer cluster. They are responsible for success of each customer’s end-to-end journey from booked sale, through the entire customer lifecycle, including renewals and invoicing.

This is a line management position with the following direct reports
- Deployment Manager
- Service Manager

The Customer Success Manager bridges the gap between the Commercial Team (Business Development Manager and Area Sales Manager) and their operationally focused Customer Success Team. Together they have complete accountability for the success of their customers.

The Customer Success Manager must:

- Be involved in pre ‘closed won’ discussions to ensure the commercial proposal agreed is feasible for operational deployment
- Work very closely with the commercial team to understand the commercial contract and how it needs to be executed and managed
- Understand the success criteria of the client and have this agreed pre ‘closed won’
- Accountable for the implementation of any new business or upgrade projects
- Proactively manage their customer base, through predefined routines per customer segment
- Manage escalations and ensure timely resolution through service that delights the customer
- Track and control customer success metrics to ensure proactive and timely interventions as well as evidence of customer specific success targets being delivered
- Forecast customer revenue and track delivery against the forecast
- Drive revenue delivery on consumables and highlight upsell opportunities on services
- Ensure the accounts are managed within the contractual commercial agreement
- Ensure invoicing remains accurate and timely, avoiding queries and payment delays. This includes ensuring currency, pricing site and discounts all match the customer contract and that invoice addresses and customer contact information is refreshed regularly, especially ahead of any renewal periods.
- Approve customer credits
- Maximise the number of vessels working under any given customer contract
- Drive the renewals process with support from commercial team on upsell opportunities
- Champion customer success across all departments and be the voice of the customer
- Ensure suitable team coverage throughout the year, minimising risk to customer success
- Drive team output and ensure suitable governance and quality control is in place
- Ensure customer stakeholder mapping is kept up to date with all CRM entries remaining up to date and appropriately engaged
- Proactively encourage participation in functional knowledge teams
- Contain and correct customer complaints
- Support the creation of best practice business management procedures within the functional knowledge area
- Be an active member of the “Customer Success” knowledge base regionally and globally
- Travel overseas within the APAC region may be required, and is considered an occasional feature of this role. Requests could be made at short notice.
- Provide out of hours support/assistance in emergency or time sensitive situations.
- Any other task determined necessary by line management.

**PERFORMANCE MEASURES**
- Revenue/Customer/Vessel/Service growth and retention.
- Delivery of implementation projects and service activations.
- Order generation and execution.
- Invoice payment.
- Invoice Credits value/qty.
- Complaints.
- Customer satisfaction survey scores.
- Net promotor survey scores.
- Specific customer success measure delivery.
- Account cleanliness e.g. planned orders.

**RECRUITMENT AND SKILL REQUIREMENT**
- Minimum 1-3 years of experience in customer success role required, preferably with line manager experience leading a customer-facing team
- Previous work experience from maritime/tech industry is a plus
- Ability to speak English fluently, knowledge of other SEA languages is good to have but not a must
- Computer literate, with good skills in MS O365 (Excel, PowerPoint, Word, Outlook, MS Teams) and experience of working with business systems including order & invoice systems, CRM systems and software subscription management systems
- Effective communicator with evidence of active listening and the ability to influence stakeholders with well-planned, concise narratives
- Evidence of working across functions internally and with a mix of customers stakeholders from end users to operational managers and senior executives
- Results focused with evidence of tangible achievements across the customer lifecycle
- Proactive, self-motivated and evidence of delivering customer success
- Project management and organisational skills, with the ability to prioritise