Customer Success Specialist

Overview

Customer Success Specialist responsible for developing customer relationships that promote retention and loyalty, supporting Client Managers and working with Area Sales and GSC teams so assigned customers achieve their expected business outcomes with Maersk solutions.

What you'll do

• Ensure Client Managers are supported through standard channels and build long-term trusting relationships with customers so they realize full value from their investment with Maersk.
• Continually assess customer progress toward goals and drive expected results in 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 ocean and logistics contract renewals and tender handling, leveraging resources from across the company as needed.
• Carry out timely contract renewals and contract management.
• Work closely with front line sales on account planning, goal setting and marketing strategies.
• Communicate service or rate changes to assigned accounts.
• Carry out other sales support tasks and commercial activities from start to finish.
• Assist management with day-to-day needs of the team, special projects, training activities and reporting activities.
• Assist managers with escalations and disputes, and escalate situations to management on a timely basis.
• Act as back-up for Senior Customer Success Partners and Customer Success Manager when absent.
• Handle 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, and drive and support functional transformation efforts.
• Drive commercial actions and awareness within own team and with colleagues across functions and countries.

What you'll need

• Minimum 2 years of experience in Sales Support or Customer Support within a similar area of expertise.
• Account management execution and building customer relationships.
• Commercial knowledge.
• Understanding of how Maersk solutions address different customer pains.
• Excellent communication skills.
• Proficiency in MS Office programs such as Excel, Word and Outlook.
• Any graduate with at least 3 years of experience in Customer Service in contract management and post sales management.

Nice to have

• Bachelor's degree in business or a related industry.
• Business development or marketing experience (any industry).
• CRM tool experience, with Salesforce an added advantage.

Details

• Location: Chennai, India.
• Shift timings: 6:00 pm to 3:00 am.