Customer Success Manager

My Client in the Maritime industry is seeking a proactive, customer-focused individual to manage and optimize client relationships. As a Customer Success Manager, you will play a key role in ensuring our clients derive maximum value from our products and services, driving customer satisfaction and loyalty.

Key Responsibilities:

1. Client Relationship Management: Act as the primary contact for clients, proactively managing relationships and maintaining clear, documented communication (e.g., functional support, status meetings).
2. Onboarding & Training: Lead customer onboarding processes, including product demonstrations, training sessions, and preparation of necessary documentation and presentations for effective adoption.
3. Maximise Product Usage: Guide clients in leveraging our tools and services to extract valuable insights and achieve maximum benefits.
4. Data Analysis & Reporting: Assist clients with data analysis, create relevant reports, and deliver actionable insights to inform decision-making.
5. Customer Needs Assessment: Perform thorough evaluations of client requirements and recommend tailored solutions leveraging platform capabilities.
6. Feedback & Product Development: Collect client feedback and provide actionable recommendations to the product team for feature improvements and functional specifications.
7. Cross-functional Collaboration: Coordinate with technical, product, and software teams to resolve client issues and contribute to the development of new features.
8. Customer Satisfaction & Loyalty: Address client concerns, build trust, and maintain a positive company reputation to ensure high levels of satisfaction.
9. Fleet Performance Monitoring: Oversee fleet monitoring activities such as benchmarking, baseline setting, and performance analysis. Support customers in establishing and tracking key performance indicators (KPIs).
10. Ongoing Engagement: Conduct regular client meetings to maintain high-quality engagement and maximize the value derived from our solutions.
11. Sales Support: Offer technical expertise and product knowledge to assist the sales team in client discussions.
12. Pilot Project Management: Manage pilot projects, ensuring successful implementation and gathering customer feedback for continuous improvement.
13. Database & Documentation Maintenance: Maintain an accurate and up-to-date vessel database and associated documentation.

Requirements:

1. Educational Qualification: A bachelor's degree in Marine Engineering, Naval Architecture, Business Administration, or a related field.
2. Industry Knowledge: Demonstrated knowledge in fleet performance analysis, marine engineering, and naval architecture. Experience with offshore support vessels is highly advantageous.
3. Analytical Skills: Strong critical thinking and problem-solving abilities, with a focus on data analysis and engineering methodologies.
4. Communication Skills: Excellent interpersonal skills and a professional demeanor, capable of engaging effectively with diverse stakeholders.
5. Operational Understanding: Comprehensive understanding of ship operations and the roles/responsibilities of relevant stakeholders.
6. Experience: A minimum of 3 years of experience in a similar industry or related role.

My Client in the Maritime industry is seeking a proactive, customer-focused individual to manage and optimize client relationships. As a Customer Success Manager, you will play a key role in ensuring our clients derive maximum value from our products and services, driving customer satisfaction and loyalty.

Key Responsibilities:

1. Client Relationship Management: Act as the primary contact for clients, proactively managing relationships and maintaining clear, documented communication (e.g., functional support, status meetings).
2. Onboarding & Training: Lead customer onboarding processes, including product demonstrations, training sessions, and preparation of necessary documentation and presentations for effective adoption.
3. Maximise Product Usage: Guide clients in leveraging our tools and services to extract valuable insights and achieve maximum benefits.
4. Data Analysis & Reporting: Assist clients with data analysis, create relevant reports, and deliver actionable insights to inform decision-making.
5. Customer Needs Assessment: Perform thorough evaluations of client requirements and recommend tailored solutions leveraging platform capabilities.
6. Feedback & Product Development: Collect client feedback and provide actionable recommendations to the product team for feature improvements and functional specifications.
7. Cross-functional Collaboration: Coordinate with technical, product, and software teams to resolve client issues and contribute to the development of new features.
8. Customer Satisfaction & Loyalty: Address client concerns, build trust, and maintain a positive company reputation to ensure high levels of satisfaction.
9. Fleet Performance Monitoring: Oversee fleet monitoring activities such as benchmarking, baseline setting, and performance analysis. Support customers in establishing and tracking key performance indicators (KPIs).
10. Ongoing Engagement: Conduct regular client meetings to maintain high-quality engagement and maximize the value derived from our solutions.
11. Sales Support: Offer technical expertise and product knowledge to assist the sales team in client discussions.
12. Pilot Project Management: Manage pilot projects, ensuring successful implementation and gathering customer feedback for continuous improvement.
13. Database & Documentation Maintenance: Maintain an accurate and up-to-date vessel database and associated documentation.

Requirements:

1. Educational Qualification: A bachelor's degree in Marine Engineering, Naval Architecture, Business Administration, or a related field.
2. Industry Knowledge: Demonstrated knowledge in fleet performance analysis, marine engineering, and naval architecture. Experience with offshore support vessels is highly advantageous.
3. Analytical Skills: Strong critical thinking and problem-solving abilities, with a focus on data analysis and engineering methodologies.
4. Communication Skills: Excellent interpersonal skills and a professional demeanor, capable of engaging effectively with diverse stakeholders.
5. Operational Understanding: Comprehensive understanding of ship operations and the roles/responsibilities of relevant stakeholders.
6. Experience: A minimum of 3 years of experience in a similar industry or related role.