Purpose of the Role:
The Customer Success function is a service team that supports customers through their onboarding and digital transformation journey.
The services are provided by the Customer Engagement and Support Manager directly to end customers, or via other Marcura teams, including Customer Success Management.
The individual is expected to be an active contributor and team member. Combining coaching with execution.
Job Responsibilities:
Customer Engagement and Support
- Provide prompt and professional technical assistance to clients through multiple communication channels, including email, phone, and chat.
- Diagnose, troubleshoot, and resolve technical issues related to our software applications and systems.
- Collaborate with development and product teams to escalate and resolve complex issues and feature requests.
- Document technical issues and resolutions in our ticketing system, ensuring that all processes follow established protocols.
- Assist in user account management, including password resets and access permissions.
- Prepare and deliver training and onboarding for new clients to help them effectively utilize our products.
- Stay current on product updates and enhancements to provide accurate information and support.
- Participate in team meetings and contribute to continuous improvement initiatives for support processes.
- Collect feedback from users to inform the development of user documentation and internal knowledge base.
- Take a lead in preparing for system releases including collation of release notes, regression testing and effective communication with clients.
- Guide and support on the customer migration plan towards Marcura Claims Platform
- Become an Intercom and Gainsight tool super user.
- Setup, execute and report on shipping division NPS surveys
- Close collaboration with Analytics Team to ensure appropriate data on customer support and engagement flow into PowerBI, for a consolidated view on a customer
- Build and maintain a knowledge database (articles, FAQ’s, known issues, etc) which can be used internally as well as by customers
Commercial Engagement
- Independently handle monthly key account management meetings
- Proactively identify relevant calls to action and high-risk cases
- Identify and guide on expansion and cross-sell opportunities
- Advise and support on contract renewals and price increases
Qualifications & Education
- Maritime education and/or practical experience
- Bachelor’s degree in computer science, Information Technology, or similar
- Maritime education and/or practical experience from global 24x7 environment will be a benefit.
- Ability to study a situation, derive and structure learnings, and present in an easy understandable manner.
Experience:
- 3+ years practical shipping experience.
- Experience with managing customer support and interactions.
Hard Skills:
- Working knowledge with Microsoft Office Suite
- Customer Orientation
- Organizational Skills
- Presentation Skills
- Business Acumen
Soft Skills:
- Customer service
- Adaptability
- Communicating with Impact
- Customer Centric Personality
- Attention to Detail
- Pension Plans
- Leave Package
- Hybrid Working
- Training & Development
- Employee Assistance Programme - Counselling