Mission:
To help its customers become data driven by breaking down information silos, enabling them to optimize fleet performance and decision making through a single, collaborative user-interface.
Job Overview:
We are seeking a Customer Success Manager with a strong background in the maritime tech space to join our dynamic team. This role will have a dual reporting structure to the BV local Commercial Manager and OrbitMI VP of Customer Success. BV is a strategic partner and investor in OrbitMI, with OrbitMI Inc. being a NYC software-as-a-service company with offices and partners across the world. Our customers use our solutions to operate their fleets more profitably, efficiently, safely, and sustainably by connecting multiple systems into intelligent connected workflows directly via desktop and mobile app. The ideal candidate will play a critical role in supporting our commercial team, ensuring client satisfaction, and driving the successful adoption of our SaaS solutions in the maritime industry.
Key Responsibilities:
- Provide ongoing support to the commercial team by identifying customer needs and ensuring our SaaS solutions meet these requirements.
- Own the customer lifecycle from free pilot/trial through renewals ensuring that clients have a dedicated contact.
- Support new clients with training and set-up to drive adoption across the client organization.
- Build and maintain strong relationships with key maritime industry clients, ensuring a high level of customer satisfaction.
- Act as the liaison between customers and our technical team, translating technical details into business value.
- Conduct regular check-ins with clients to gather feedback, address concerns, and identify opportunities for service improvement.
- Develop and deliver training materials and presentations to enhance customer understanding and use of our products.
- Collaborate with the product development team to inform new features and solutions based on customer feedback and industry trends.
- Build strong relationships and collaboration with the local BV commercial teams to develop new opportunities and support existing customers.
Qualifications:
- Proven experience (minimum 3 years) in customer success or account management in the maritime tech space.
- Strong understanding of SaaS products and their application in the maritime industry.
- Excellent communication and presentation skills, with proficiency in both English and Chinese languages.
- Ability to analyze and interpret technical data and translate it into commercial insights.
- Bachelor’s degree in a related field (e.g., Maritime Studies, Business, Technology) or equivalent qualification/experience i.e. Class One Master Mariner.
- Strong problem-solving skills and a customer-oriented attitude.
- Ability to work collaboratively in a fast-paced, dynamic environment.
