Customer Success Specialist
Role Overview
Responsible for developing customer relationships that promote retention and loyalty.
Support and work together with the Area Sales/other functions in service centers (GSC) Team to ensure that assigned customers achieve their expected business outcomes with Maersk solutions.
Key Skills for This Role
Full Job Posting
Role Overview
Responsible for developing customer relationships that promote retention and loyalty.
Support and work together with the Area Sales/other functions in service centers (GSC) Team to ensure that assigned customers achieve their expected business outcomes with Maersk solutions.
Key Responsibilities
- Ensures Client Managers are supported using the standard channels and build long-term trusting relationships with the customers to ensure they realize full value from their investment with Maersk.
- Continually assess customer progress toward stated goals and drive expected results in the areas of adoption, usage, business value, friction and overall relationship.
- Quickly resolve customer challenges by leveraging resources from across the company as needed.
- Manage the CAT allocation process and coordinate with customers to ensure they deliver on the commitment.
- Manage the ocean & logistics contract renewals / tender handling by leveraging resources from across the company as needed.
- Timely contract renewals & contract management.
- Working closely with front line sales for account planning, goal setting and marketing strategies.
- Communicates service or rate changes to assigned accounts.
- Responsibility to carry out other various sales support tasks and commercial activities from start to finish.
- Assist management with day-to-day needs of the team.
- Assist the team with special projects and training activities.
- Assist the team with reporting activities.
Additional Responsibilities
- Assist managers with escalations and disputes.
- Act as back-up for other Senior Customer Success Partners and Customer Success Manager when absent.
- Responsible for escalating situations to management on a timely basis.
- Handling a high-caliber client base of mostly top volume customers.
- Be a strong role-model for 'what good looks like' to others on the team.
- Actively support implementation of local and global initiatives.
- Drive and support functional transformation efforts.
- Drive commercial actions and awareness within own team and with colleagues across functions and countries.
Accountabilities
Customer NPS
Contract Compliance
Invoice quality
Sales support task and commercial activities
Consulted About
Contract management
Sales Outstanding's
Customer Performance
Primary Internal Stakeholders
Client Managers
Product managers
GSC Execution teams
Finance (invoice quality, dunning, etc.)
Primary External Stakeholders
Customers
Required Experience & Skills
- Bachelor's degree in business or related industry preferred.
- Minimum 2 years of experience in Sales Support/Customer Support within similar area of expertise.
- Account management execution/building customer relationships.
- Commercial knowledge.
- Excellent communication skills.
- Understanding how it solves different customer pains.
- Must be proficient in MS Office programs such as Excel, Word, and Outlook.
Parameters for Success (Key Measures)
Shared: Customer NPS, Contract Compliance, Volume (FFE), L&S GP, Deliver on Sales Outstanding's.
Individual: Customer NPS, Contract Compliance, Volume (FFE), L&S GP, Minimal Customer Churn, Sales support task and commercial activities.
About Maersk
Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking.
Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran stat
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