Description:
Our client is looking for a Regional Customer Success Manager to join their team! As a Regional Customer Success Manager, you will be responsible for training, coaching, and supporting customers on how to use their maritime surveillance and management system.
About the company
This company is a fast-growing and ambitious organization that is making a global impact in the marine domain. They are leading the next generation of maritime domain awareness technologies, products, and systems that significantly enhance security, safety, and environmental protection and sustainability. Their customers are worldwide and range from the largest national coast guards to individual vessel owners.
Responsibilities
- Develop and maintain a strong, professional customer relationships
- Work alongside the Product Management Team to define and create an initial concept of operation and system configuration document for each project
- Coaching of the customer team to ensure expedient adoption of both concept of operation and training delivered
- Developing and facilitating workshops with the customer teams on the systems and evaluate the success of the initial adoption and focus on improvements to be made and implemented
- Creating the Site and System Acceptance Test Plans and gaining agreement by the Customer in cooperation with the In-Country Program Manager
- Acting as the "voice of the customer" internally and leverage feedback/insights to drive the customer experience
- Communicating roadmap recommendations to our customers in collaboration with the Sales & Marketing team to enable growth
- Analyzing and monitoring customer data to draw insights and optimizations and improve customer experience
- Driving efficiency in our client relationships and demonstrate a tenacious spirit that is adaptable, doesn't accept the status quo and won't allow the current landscape to be a blocker to driving long term customer value
Requirements
- Minimum of 7 years' experience in a technical customer-facing success and/or relationship field
- Strong, demonstrable coaching and mentoring skills and delivery experience
- Experience of Concept of Operations methodologies and the development and implementation of configuration documentation and settings
- Smart thinker, innovator, inspirer of customer loyalty
- Excellent and demonstrable leadership and communication skills
- Experience of successfully managing and positively influencing challenging customers
- Positive, self-starter and team player with skills to continually improve the customer experience
- Ability to digest complex data and relay it to customers in a manageable, consistent, clear and concise way
- Excellent presentation and meeting facilitation skills including small to medium groups
- Demonstrable success in thinking strategically, executing tactically whilst providing consistent and high-level customer satisfaction and retention in a fast-paced, dynamic environment
- Successful candidates will be UK based but will be likely to spend two working weeks in e