Customer Analytics & Success Manager

My Client in the Maritime industry providing smart digital shipping solutions is seeking a proactive, customer-focused individual to manage and optimize client relationships. As a Customer Analytics & 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.

Customer Analytics & Success Manager

Key Responsibilities:

• Data-Driven Insights: Analyze customer data to uncover trends, usage patterns, and actionable insights, empowering clients to make informed decisions.
• Client Relationship Management: Serve as the primary point of contact for clients, proactively managing relationships and ensuring clear, documented communication (functional support, status meetings, etc.).
• Onboarding & Training: Oversee customer onboarding, including product demos, training sessions, documentation, and presentations to ensure smooth adoption of our solutions.
• Maximise Product Usage: Assist customers in fully utilising our tools and services, helping them gain valuable insights and derive maximum benefit.
• Data Analysis & Reporting: Support clients with data analysis, creating relevant reports, and offering insights to drive decision-making.
• Customer Needs Assessment: Understand client requirements in-depth and recommend solutions by leveraging both existing and new platform features.
• Feedback & Product Development: Gather client feedback and provide input to the product team for feature improvements, including functional specifications.
• Cross-functional Collaboration: Work closely with experts, technical, product, and software teams to resolve client issues and assist in the development of new features.
• Customer Satisfaction & Loyalty: Ensure high customer satisfaction by addressing concerns, building trust, and maintaining a positive company image.
• Fleet Performance Monitoring: Oversee fleet monitoring activities, including baseline building, benchmarking, and performance analysis. Assist customers in setting relevant KPIs.
• Ongoing Engagement: Conduct regular meetings with customers to ensure quality engagement levels and maximise the value they get from our solutions.
• Sales Support: Provide technical expertise and product knowledge to support the sales team in customer discussions.
• Pilot Project Management: Manage and oversee pilot projects, ensuring successful implementation and customer feedback.
• Database & Documentation Maintenance: Ensure accurate and up-to-date vessel database management and associated documentation.

Requirements:

1. Industry Knowledge: Knowledge in fleet performance analysis, marine engineering, and naval architecture. Experience with offshore support vessels is a plus.
2. Analytical Skills: Strong critical thinking and problem-solving abilities, particularly with data analysis and engineering approaches.
3. Communication Skills: Excellent interpersonal skills with a professional demeanor, able to communicate effectively with diverse stakeholders.
4. Operational Understanding: Solid understanding of ship operations and the roles/responsibilities of stakeholders involved.
5. Shipping Experience: At least 3-5 years of shipping working experience, data analytics, and able to communicate and present findings in a composed and confident manner to internal and external stakeholders.