We are a growing group of just over 100 talented people, spread over three continents and united by one common mission : To increase efficiency in shipping through data-
driven decisions and transparency.
Being at the forefront of a movement that's leading to a new digital era for shipping, we continuously set ambitious goals that often produce complex challenges and drive us to constantly innovate.
Each day at MarineTraffic presents numerous opportunities to develop skills, share knowledge and have fun. We are an equal opportunity employer that celebrates diversity and is committed to creating an inclusive environment for all employees, one that is fair and honest, and gives our people the confidence to be bold, to try new things and to grow.
We are now looking for a Customer Success Manager who will be responsible for optimising the post-sale customer relationship, serving as the primary point of contact for the customer.
Ensuring a smooth and positive customer experience, you will expertly facilitate communication between the Product, Marketing and Sales Teams.
You role will see you working with a number of key customer accounts and serving as a trusted advisor. As a key member of the Customer Success Team, you will be responsible for implementing and managing contract renewal initiatives, maintaining contract revenue base at highest possible retention rate and protecting contract revenue streams.
Key Responsibilities :
Maintain a highly collaborative and positive relationship with out top tier customers
Drive adoption and make sure customers use MarineTraffic to its full extent
Ensure customers renew their contracts
Discover and identify upsell / cross-sell opportunities to maximise customer growth
Help customers plan and understand the best ways to utilise our products, based on their business needs
Support our customers and train them on our products
Understand customers' business, and identify opportunities for MarineTraffic to add value
Define, customise and optimise customer journey
Provide and manage feedback to various internal customer teams to improve customer experience
Log client communication and document relevant activities within internal customer relationship management software and other tools as assigned
Manage customer data in our CRM
Work closely with our Sales and Marketing Teams to ensure customers' smooth transition from one team to another
2+ years relevant work experience in client-facing / account management roles
At least 1 year of experience with a SaaS product
Excellent written and oral English language communication skills
Excellent time management skills
Creative problem solver and team player
Familiarity with the shipping industry will be a bonus
Ability to work both independently and collaboratively and coordinating across internal teams
Demonstrated ability to lead and deliver on assigned strategies and objectives using allocated resources
Demonstrated ability to build relationships and trust with clients, while identifying and assessing client opportunity and risk
Ability to thrive in a dynamic environment, prioritising and adjusting to multiple and varying tasks daily
Effective presentation skills with the ability to deliver clear and concise messages both internally and with clients
Work in a learning organisation and thriving startup culture
Address with our solutions the global Shipping Industry client base
Competitive remuneration package
Huge room for creativity and innovation
Pleasant and fun working environment
Private medical insurance
If you’ve read the description carefully and feel you are a genuine fit for this role, which is both challenging and fun, we would like to hear from you.