Senior Manager, Customer Experience
Permanent, Full Time
Location: Singapore
RightShip is the world’s biggest third party maritime due diligence organization, providing expertise in global safety, sustainability and social responsibility best practices. We bring together years of industry expertise with the output from analytics and large data sets to provide our safety and environmental scoring systems, recommendations and consultancy services. Using leading data and technology, we aim to set new benchmarks in environmental protection. We support global initiatives and action influencing practical and impactful change, enabling “win-win” for business and the environment.
Reporting to the Chief Commercial Officer, the Senior Manager, Customer Experience should be enthusiastic, proactive and have a “can-do” attitude to join the team. You will focus on servicing high value accounts and onboarding new customers. You will also be responsible for protecting a solid customer base, through contract renewals and improving customer onboarding experience and ensuring a delightful customer experience and will be a vital member who will support the commercial team in achieving the sales targets.
Major Responsibilities
ACCOUNT MANAGEMENT
- Manage and retain customer relationships with guidance from senior colleagues, and/or manage an account team delivering day-to-day support and onboarding new customers.
CUSTOMER RELATIONSHIP MANAGEMENT
- Develop and implement relationship management plans for existing customer accounts to identify and build relationships with relevant decision-makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues. Manage ongoing relationships with existing customer base to ensure their needs are met, excellent customer experience to support contract renewals.
RESOLVING CUSTOMER ISSUES
- Craft and resolving next steps for commonly raised customer issues.
CUSTOMER NEEDS CLARIFICATION
- Set clear objectives for each sales call; develop and make presentations that are tailored to the known interests, needs, issues, and concerns of decision-makers and influencers within the customer organization; gather and analyse relevant information; and gain agreement to a statement of customer requirements.
CUSTOMER ONBOARDING
- Lead teams that help customers get onboarded.
CUSTOMER SERVICE
- Manage a medium-sized customer service area or several customer service sections, with guidance from senior colleagues. This will include defining customer service standards including onboarding and solving complex issues to meet customer service standards.
OPERATIONAL COMPLIANCE
- Monitor and review performance and behaviours within area of responsibility to identify and resolve noncompliance with the organization's policies and relevant regulatory codes and codes of conduct.
LEADERSHIP AND DIRECTION
- Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organization's mission, vision, and values; motivate people to commit to these and to do extraordinary things to achieve local business goals.
PERFORMANCE MANAGEMENT
- Manage and report on the performance of a substantial, diverse team; set appropriate performance objectives for direct reports or project/account team members and hold individuals accountable for achieving them; take appropriate corrective action where necessary to ensure the achievement of team/personal objectives.
Qualifications, Skills and Experience
- Bachelor's Degree or Equivalent Level
- Strengthen customer connections by mastering service conversations
- Navigate customer challenges with a customer-focused approach
- Build customer loyalty for account management
- Leverage digital communications with customers
- Manage resistance through understanding customer needs, issues and motivations
- Negotiate with customers and provide service into sales
