Direct Manager: VP of Customer Success
Department: Fleet Management
About ShipIn:
Until 2020, many people didn’t pay much attention to the global supply chain. But with ships backlogged in ports around the world, the maritime industry has become increasingly important to both the supply chain and our everyday lives.
At ShipIn, we develop advanced fleet management solutions for the maritime industry, responsible for 90% of the world’s trade. Our Visual Fleet Platform (AI and Computer Vision powered) delivers a digital bridge between vessels at sea and teams ashore. We equip shipowners, managers, and seafarers with advanced tools to perform their tasks in a safer and more productive manner.
Position Description
The Customer Success Manager is responsible to drive usage and expansion of our product. You will also establish a formal program managing the lifecycle of our users from onboarding to engagement to power users through to retention of users on our platform. Also, focus on marketing the value of our platform to our users by constant content update.
Key Responsibilities
Serve as the primary point of contact for assigned customers, building strong relationships and understanding their unique needs and goals.
Conduct regular Business Reviews with customers, manage onboarding, drive engagement and retain users, gather feedback, address concerns, and identify opportunities for upselling or cross-selling.
Collaborate with cross-functional teams, including sales, product development, and R&D, to ensure a seamless customer experience.
Provide training and guidance to customers on how to maximize the value of FleetVision, including onboarding new users and conducting product demonstrations.
Proactively monitor customer usage and engagement metrics, identifying areas for improvement and implementing strategies to drive adoption and retention.
Act as an advocate for customers within the company, championing their needs and priorities to drive product enhancements and improvements.
Qualifications / Experiences
Bachelor’s degree in Business Administration, Maritime Studies, or related field.
3+ years of experience in a customer-facing role, preferably in the maritime or technology industry.
Strong understanding of maritime operations and industry challenges.
Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.
Proven track record of building and maintaining strong customer relationships.
Experience with CRM software and other customer success tools preferred.
Highly organized with strong attention to detail and the ability to manage multiple projects simultaneously.
