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We are a growing group of 190+ 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 ersity 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 significant growth, we are looking to add a talented Customer Success Manager (CSM) to serve as the direct owner of a portfolio of our Professional customers in Asia-Pacific (APAC) region. As a CSM you will be responsible for optimising the post-sale customer relationship, serving as the primary point of contact for the customer. Ensuring a smooth and positive customer experience, you will expertly facilitate communication between the Product, Marketing and Sales Teams.

This role will see you working with a number of key customer accounts and serving as a trusted advisor. As a key member of the Customer Success Team, you will be responsible for implementing and managing contract renewal initiatives, maintaining the contract revenue base at the highest possible retention rate while seeking growth opportunities.

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
• Help customers plan and understand the best ways to utilise our products, based on their business needs by successfully onboarding them
• Understand customers' business, use case, goals and identify opportunities for MarineTraffic to add value
• Accurately handle quotations, invoices, and license agreements.
• Support our customers and train them on services acquired based on their use case and goals set
• Identify, forecast, and proactively engage customers at risk
• Log client communication and document relevant activities in our CRM
• Provide and manage feedback to various internal customer teams to improve customer experience
• Gather feedback from customers and analyse data to identify best practices
• Work closely with our Customer Support, Sales and Marketing Teams to ensure customers' smooth transition from one team to another

Requirements

Must have:

• More than 3 years relevant work experience in client-facing/account management/sales roles preferably international
• More than 2 years relevant work experience in maritime and/ or shipping industry
• Excellent command of Microsoft Office Suite (Excel, Power Point)
• Excellent written and verbal communication skills
• Effective communication with non-technical people in order to familiarise themselves with technical solutions
• Above-average computer and internet skills
• Fluency in English is a must – additional languages are advantageous
• Demonstrated ability to build relationships and trust with clients, while identifying and assessing client opportunity and risk
• Empathetic, positive attitude with a desire to help
  customers reach their goals
• Well-organised, with high attention to detail and ability to prioritise
• Experience in working with complex, multi-isional, multi-geographical customers
• Exceptional communication skills and collaborative
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing)
• Driven, self-motivated, enthusiastic, and with a “can-do” attitude
• Effective presentation skills with the ability to deliver clear and concise messages both internally and with clients
• Proactive mindset

Desired

• Working experience with a SaaS product
• Sales experience
• Experience in using Salesforce CRM
• Understanding of data analytics tools

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
• Attractive remuneration package
• Continuing education and training
• Huge room for creativity and innovation
• Remote work flexibility

If you’ve read the description carefully and feel you are a genuine fit for this role, which is both challenging and fun, we would like to hear from you.

Get your career on course by joining a globally recognised industry leader. Apply now.