Customer Success Specialist

Customer Success Specialist

Responsible for developing customer relationships that promote retention and loyalty. They will 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 states 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.
• 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 (key interdependencies)

• 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

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 status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

 

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing  accommodationrequests@maersk.com. 

Experience Level

Mid Level