Location
Mumbai | India
Job description
- Be a critical player in nurturing and sustaining relationships with our high-profile clients and partners.
- Assure seamless onboarding and platform adoption, maximizing the value customers derive from our solutions.
- Evolve into a trusted advisor, crafting long-term customer success strategies and ensuring optimum utilization of ZeroNorth s offerings.
- Collaborate synergistically with diverse teams - Product, Tech, Revenue, and the broader Customer Experience team.
Key Responsibilities:
- Oversee comprehensive customer implementation, from the initial kick-off through to go-live.
- Guarantee exceptional onboarding, ensuring comprehensive training and platform adoption.
- Collaborate with account managers and project managers to affirm full value delivery and attainment of success benchmarks.
- Establish and nurture relationships with key clients, guiding them towards significant usage and value targets.
- Lead proactive interactions (both virtual and in-person) rooted in customer success plans, monitor progress and suggest avenues to bolster ROI.
- Act as the definitive voice of the customer, funnelling feedback to internal teams at ZeroNorth.
- Utilize in-depth product and sector knowledge to counsel customers, optimizing usage encompassing vessel, voyage, bunker optimization, and Emissions analytics.
- Track and report on key customer performance metrics, both internally within ZeroNorth and externally to client stakeholders.
Success Metrics:
Success in this role equals happy customers. Key success metrics for the role are NRR, GRR, and NPS. This and much more will be part of the day-to-day business of a Customer Success Manager - Regional.
Travel:
Occasional travel is inherent to this role, underscoring our commitment to maintaining close relationships with our clients.
Who Are We Seeking
- A dynamic team player adept at navigating the intricacies of a rapidly evolving environment.
- Prior experience in the maritime or SaaS sectors with a proven track record of enhancing customer satisfaction, adoption, retention, and onboarding.
- Expertise in account management, particularly with large enterprise customers.
- Proficiency in change management.
- Familiarity with the maritime industry, possibly from roles in chartering, ship operation, agency, etc
- Stellar communication skills - both verbal and written.
- An analytical mindset with a penchant for detail.
- Minimum qualification: B.Sc. or equivalent experience, complemented by direct post-sales or professional services experience.
- Fluency in English is crucial.
Job tags
Salary
