Job details

Associate Customer Success Manager (EMEA)- Maritime Technology (Hybrid/Remote)

About the Company:

Scale i/o is working closely with an innovative & established Company operating in the Maritime Technology & Intelligence space. They specialize in empowering better decision-making and protecting clients’ business interests, assets, seafarers, vessels, cargo, infrastructure, investments, profitability, and reputation - through provision of high-performance, cyber-secure solutions underpinned by immense service and constant technological innovation.

The company has offices located in London, USA, Singapore, Hong Kong and Panama, alongside presence in Australia. Their Teams are made up of over 19 nationalities, speaking 25 different languages. Quality is a core value that is at the heart of everything they do, with a team of highly motivated and driven quality professionals who work with diverse programmes for Shipping businesses, Financial Markets and Governments.

The Opportunity:

As an Associate Customer Success Manager, you will play a pivotal role in ensuring the success of the company's clients by delivering exceptional service and support. You will have the unique opportunity to work closely with a diverse range of maritime clients, helping them harness the full potential of solutions offered to enhance their operations and compliance.

Responsibilities:

Client Onboarding: Assist in the onboarding process for new clients, ensuring a seamless transition onto the company's solutions.
Account Management: Build and maintain strong, long-lasting relationships with clients, becoming their trusted advisor.
Align client's objectives and priorities with product roadmap
Usage Analysis: Monitor and analyse client product usage, proactively identifying opportunities for improvement or additional services.
Feedback Collection: Gather client feedback and insights to inform product development and enhancements.
Renewal Management: Collaborate with the sales team to ensure timely renewals and upsell opportunities are identified and pursued.
Documentation: Maintain accurate and up-to-date records of client interactions and progress in their CRM system.

1-3 years of experience in a customer success, account management, or related role.
Ability to manage and present information to customers on product roadmap and incident resolution
Strong communication and interpersonal skills.
Experience managing renewals, upselling products and assisting a revenue generating team.
Problem-solving mindset and a proactive approach to client satisfaction..
Proficiency in CRM software (Salesforce & Hubspot preferably)
Familiarity with maritime industry practices and regulations is a plus
Some Travel may be required (Company funded).

Education Requirements:

Bachelor's degree in business, marketing, or a related field. (preferred)

Remote/Flexible working
Health and dental insurance
Life insurance, company funded to 3x salary
Discretionary Bonus
Employee assistance program
25 days annual leave
5 wellness days
Subsidised gym membership
Up to a 5% matching pension
Refer-a-friend recruitment bonus
Perkbox
Unlimited learning and development opportunities

Our Client is an equal opportunity employer that is committed to diversity and including in the workplace. We prohibit discrimination and harassment of any kind based on race, colour, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy or any other protected characteristic as outlined by federal state or local laws.

*This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at the sole discretion of the Employer*

Average salary estimate

$70000 / YEARLY (est.)

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max

$60000K

$80000K

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What You Should Know About Associate Customer Success Manager (EMEA)- Maritime Technology (Hybrid/Remote), Scale I/O

Join Scale i/o as an Associate Customer Success Manager (EMEA) in the Maritime Technology space! This innovative and established company is dedicated to empowering clients with high-performance, cyber-secure solutions to protect their business interests and enhance decision-making. As a key player in the maritime industry, Scale i/o is all about quality and continuous technological innovation, boasting a multicultural team that brings together over 19 nationalities. In this role, you'll be at the forefront of client relationships, assisting with onboarding, monitoring product usage, and collecting feedback to drive improvements. Your goal will be to ensure that clients derive maximum value from the solutions offered, helping them enhance their operations and compliance while building long-lasting partnerships. Your experience in customer success or account management will be essential as you work alongside clients across the maritime sector, becoming their trusted advisor while identifying upselling opportunities. With a supportive work environment that promotes unlimited learning and development, you’ll have access to health benefits, wellness days, and a matching pension plan. If you're passionate about customer success and eager to contribute to a dynamic team, we want to hear from you!

Frequently Asked Questions (FAQs) for Associate Customer Success Manager (EMEA)- Maritime Technology (Hybrid/Remote) Role at Scale I/O

What does an Associate Customer Success Manager at Scale i/o do?

As an Associate Customer Success Manager at Scale i/o, your main responsibilities will involve ensuring client satisfaction and success by delivering exceptional support, facilitating client onboarding, analyzing product usage, and proactively identifying improvement opportunities.