Manager, Customer Success
American Bureau of Shipping (ABS)

Job Info

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The core responsibility of the Customer Success Manager is focused on overall Customer Health and successful adoption of our products. The CMS is focused on customer adoption, satisfaction, creating a referenceable customer base, and maximizing the customers product usage. This also includes the ability to understand and address functional questions to encourage usage of the system to its full potential as well as to escalate issues that require more attention from the DS team. The position requires strong organizational skills, excellent communication, and product knowledge, also the ability to establish positive client and internal team relationships.

What You Will Do:

• Demonstrate an understanding of clients' business while aligning products and service offerings to meet customers' business goals.
• Assist customers to achieve business objectives and drive value from the DS the products and services.
• Master the software and display an ability to understand customer business goals and show/explain system solutions in an advisor manner.
• Build, maintain, and leverage strong relationships with the customer to influence solution adoption and increase the product usage.
• Improve overall customer experience and wellbeing by monitoring overall customer health and manage company KPIs.
• Perform with a high level of autonomy, reporting to other internal DS teams regularly on customer status
• Monitor user behavior and communicate with the customer users to understand the needs and actively solve pain points.
• Optimize the customer journey. Engage with the customer to ensure positive outcomes and identify opportunities for continuous improvement.
• Responsible for SaaS light user onboarding and user training.
• Perform customer surveys working closely with the DS Marketing team to ensure customer satisfaction and adoption.
• Assist in DS customer events (Webinars, User Groups, Customer Advisory Boards and User Conferences).
• Works closely with other DS teams to build a shared plan to meet the customers business objectives and needs.
• Based on customer interactions, CSM will make recommendations to the Sales team for possible up-sell activities to include services and add-ons.
• Build relationships with the customers to obtain user stories, references, testimonials and to make our customer passionate advocates of our solutions.
• Develop account success plans for existing clients and new clients.
• Stay current on product features, product best practices, and product roadmap for assisting the customer meet business objectives.
• Stay current on the assigned customers market, industry knowledge, competitive market, and the DS brand knowledge.

What You Will Need:

Education and Experience

• Bachelor's degree or appropriate experience required.
• Typically requires a minimum of three (3) years of customer success management or account management experience.
• Maritime industry experience is preferred.
• SaaS customer experience is preferred.
• Project Management experience preferred.
• Experience delivering customer value through a similar role.

Knowledge, Skills, and Abilities

• Ability to converse with users at all levels, including executive or owner level
• Strong oral and written communication skills
• Ability to map the customer's business process to product capability
• Ability to analyze complex situations, development actions plans and lead resources to achieve key objectives
• Working knowledge and understanding of Microsoft Word, Excel, PowerPoint, Dynamics CRM, and customer success platforms
• Must be able to travel frequently to visit clients.
• Working knowledge of the ABS Health, Safety, Quality and Environmental Management System

Reporting Relationships:

Reports directly to Customer Success Director level position or above.

ABOUT US

About ABS Wavesight

ABS Wavesight is the new ABS Affiliate maritime software as a service (SaaS) company dedicated to helping shipowners and operators streamline compliance while maintaining competitive,more efficient, and sustainable operations. Our mission is to develop world-class software products that improve vessel performance for the health of our seas, environment and self. The ABS Wavesight portfolio is comprised of best-in-class proprietary technology and third-party integrations that offer unparalleled insight into every aspect of a fleet's operations. Backed by ABS's 160-year legacy of maritime innovation and experience, our products are collectively installed on more than 5,000 vessels across the global fleet. Learn more about ABS Wavesight by visiting www.abswavesight.com.

About Our Benefits

ABS Wavesight proudly offers a variety of industry-leading benefits designed to enhance the life and well-being of our employees and their families. These benefits include, but are not limited to, medical insurance (PPO and HD), dental and vision insurance, Health Savings account (HSA), Flexible Savings Account (FSA), life insurance, accidental death and dismemberment insurance, disability leave programs, parental leave program, paid holidays, and paid vacation time. The Company provides an Employee Assistance Plan (EAP) that offers additional support in personal wellness, including work-life services. ABS Wavesight also offers a 401K plan with a generous company match, subject to plan requirements.

Equal Opportunity

ABS Wavesight is committed to the equal employment opportunity of its employees and prohibits discrimination against any employee or qualified applicant based on race, color, creed, religion, national origin, sex, gender identity, age, disability, marital status, sexual orientation, citizenship status or veteran status, or other non-work-related characteristics that may be protected under the law of the Federal Government or specific state employment laws.

Notice

ABS and Affiliated Companies (ABS) will not pay a fee to any third-party agency without a valid ABS Master Service Agreement (MSA) authorized and signed by Human Resources. Any resume, CV, application, or other forms of candidate submission provided to any employee of ABS without a valid MSA on file will be considered property of ABS, and no fee will be paid.

Other

This job description is not intended, and should not be construed, to be an all-inclusive list of responsibilities, skills, efforts or working conditions associated with the job of the incumbent. It is intended to be an accurate reflection of the principal job elements essential for making a fair decision regarding the pay structure of the job. #ogjs

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