Customer Success Manager
MarineTraffic
Athens, GR
πριν από 14 ώρες

Description

We are a growing group of 160+ talented people, spread over three continents and united by one common mission : To improve efficiency in shipping through transparency and data-driven decisions.

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.

As a result of our rapid growth, we are currently looking for a talented Customer Success Manager (CSM) to serve as the direct owner of a portfolio of our Fleet Owning / Management Customers in Europe and EMEA.

We have recently developed a targeted, holistic Fleet Operations Solution and you, as their dedicated CSM, will be responsible for optimising the post-sale Solution adoption and customer relationship as well as being the primary point of contact for them.

Ensuring a smooth and positive customer experience, you will expertly facilitate communication between the Product, Marketing and Sales Teams.

This role will have you working with a number of key customer accounts and serving as their 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 while seeking for growth opportunities.

Key Responsibilities :

  • Maintain a highly collaborative and positive relationship with the customers
  • Ensure customers renew their contracts
  • Discover and identify upsell / cross-sell opportunities to maximise customer growth
  • Drive adoption and make sure customers use MarineTraffic to its full extent in exact accordance to their needs
  • Help customers plan and understand the best ways to utilise our products, based on their business needs
  • Understand customers' business and identify opportunities for MarineTraffic to add value through existing services and additions to our product lineup
  • Support our customers and train them on our products
  • Provide and manage feedback to various internal customer teams to improve customer experience
  • Secure testing opportunities for our products with customers during the Beta testing phase
  • Log client communication and document relevant activities in our CRM
  • Gather feedback from customers and analyse data to identify best practises
  • Work closely with our Sales and Marketing Teams to ensure customers' smooth transition from one team to another
  • Travelling 2 - 4 times a year to represent MarineTraffic at industry events and conferences
  • Requirements

  • 2+ years relevant work experience in client-facing roles (Account Management / Sales)
  • familiarity with technical industry roles will be considered as a plus (Operations, HSQE, Chartering dpts)
  • Proven record of exceeding business targets and working towards personal and Team KPIs
  • Excellent written and oral English language communication skills
  • Experience in working with remote Teams & members
  • Demonstrated ability and will 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
  • Benefits

    And these are some of the perks you receive when you join MarineTraffic :

  • Work in an international, dynamic and pleasant environment, at a growing company
  • Continuous training and development
  • Work from one of our office locations or remotely from anywhere in the world
  • Competitive remuneration package
  • Huge room for creativity and innovation
  • Private medical insurance
  • Αναφορά αυτής της εργασίας
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