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Our client is a global leader in providing classification services for marine and offshore assets.
Today, our client is working in a rapidly changing business environment where global markets are shaped more frequently by digital technology and data analytics.
Today, our client is working in a rapidly changing business environment where global markets are shaped more frequently by digital technology and data analytics.
The company coordinates initiatives that advance innovation and technology development focused on safety, practicality, and the commercial viability of proposed solutions. They are leading the maritime industry in comprehensive decarbonization and sustainability solutions. Their technical knowledge paired with their solutions helps shipowners adhere to and stay ahead of rapidly evolving environmental regulations.
The company, part of the Global Sustainability Center, is seeking a skilled Customer Success Analyst to join their team and play a crucial role in the digital sustainability space of the shipping industry.
Job Description
As a Team Leader Customer Success Analyst at our client, you will play a crucial role in ensuring their clients achieve maximum value from their platform. You will be responsible for building strong relationships with customers, providing proactive support, and driving adoption and retention initiatives. The position requires strong organizational skills, excellent communication, and troubleshooting skills, also the ability to establish positive client and internal team relationships. The acquisition, processing, and management of client feedback are also pivotal to the role in improving the customer experience. This is an exciting opportunity to join a dynamic team and make a meaningful impact on the success of their customers.
Location: Athens, Greece
Responsibilities:
As a Team Leader Customer Success Analyst at our client, you will play a crucial role in ensuring their clients achieve maximum value from their platform. You will be responsible for building strong relationships with customers, providing proactive support, and driving adoption and retention initiatives. The position requires strong organizational skills, excellent communication, and troubleshooting skills, also the ability to establish positive client and internal team relationships. The acquisition, processing, and management of client feedback are also pivotal to the role in improving the customer experience. This is an exciting opportunity to join a dynamic team and make a meaningful impact on the success of their customers.
Location: Athens, Greece
Responsibilities:
- Act as a professional specialist for the organization in the facilitation of a seamless customer experience for clients accessing platform/ applications to service their digital needs.
- Onboard new customers and guide them through the implementation process, ensuring a smooth transition to their platform.
- Develop a deep understanding of their product and its features to effectively address customer inquiries and provide solutions to their challenges.
- Proactively engage with customers to identify their needs, goals, and pain points, and provide personalized recommendations to help them achieve success.
- Act as the primary point of contact for customer inquiries, troubleshooting issues, and escalating technical issues to the appropriate teams.
- Communicate project status, customer concerns, etc. to management
- Monitor customer usage and engagement metrics, identify trends, and proactively reach out to customers at risk of churn to drive retention efforts.
- Collaborate closely with sales, product, and other teams in Global Sustainability to advocate for customer needs and drive product improvements based on customer feedback.
- Contribute to the development of customer success processes, resources, and best practices to enhance the overall customer experience.
- Participate in the final phases of new systems functionality testing to ensure correctness and compliance with client’s requirements.
- Stay up-to-date on shipping/ digital/ sustainability trends, competitive landscape, and best practices in customer success to continuously improve their approach.
Requirements:
- Bachelor’s Degree in Mechanical/ Naval Architecture, Software Engineering, Computer Science or related field and 2+ years of experience in a customer-facing role, preferably in customer success, account management, or customer support, within the shipping and/ or SaaS industry.
- Solid understanding of the software development life cycle and agile methodologies.
- Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with customers.
- Strong problem-solving skills and the ability to effectively troubleshoot technical issues and provide timely resolutions.
- Proven track record of driving customer adoption, satisfaction, and retention through proactive engagement and relationship management.
- Ability to multitask and prioritize effectively in a fast-paced, dynamic environment.
- Experience working in a shipping company, engaging in MRV & DCS reporting, and/ or customer support tools is a plus.
- Passion for technology, innovation, and delivering exceptional customer experiences.
Benefits:
- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- Collaborative and innovative work environment.
