Client Success Manager
Description
As a Veson Nautical Client Success Manager, you will function as the primary client success contact post go-live of the world’s leading enterprise software solution for maritime commercial operations.
You will play a key role in the build out of the Client Success team at Veson, aiding in the creation of KPIs, Playbooks, Success Plans, and Product Mapping in Gainsight CS and PX.
Your responsibilities will extend throughout the Adoption phase of the client engagement. Ensuring that clients are satisfied with Veson products and services so that clients are prepared for the Expansion and Renewal discussions that you will be having alongside your colleagues in Account Management.
You will play a major role in understanding customer’s needs and establishing clear retention goals and deploy playbooks and success plans for the client and employees to work toward. As the subject matter expert post-implementation, you will serve as the voice of the customer, in order to establish quick wins, and compartmentalize longer term initiatives into projects that can be handed off to Account Management and Professional Services. You will work cross-departmentally with members of the Professional Services, Account Management, Product, and Technical Solutions teams; and take a lead role in ensuring that Veson Clients realize, validate, and optimize the value they are receiving from the use of Veson products and services.
Responsibilities
- Ability to handle Product Mapping, Playbook and Success Plan Creation in Gainsight CS and PX.
- Managing client stakeholders to aid in value realization, validation, and optimization
- Proactively address customer concerns and meet or exceed customer needs
- Resolving, tracing and escalating critical issues to minimize client health risk factors
- Work alongside clients through the Adoption, Expansion, and Renewal phases of the Client Engagement.
- Collaborate cross departmentally with colleges in Account Management, Technical Solutions, Product, and Professional Services
- Outstanding client service, consulting, presentation, coaching and facilitation skills
- Regularly communicates with management, both verbally and in writing, on status of initiatives in a professional and understandable manner
- Ability to communicate with customers at all levels of the organization
- Analytical thinking and attention to details, with solutioning capabilities for the most complex client workflows
- Ability to become subject matter expert on commercial maritime industry and on Veson’s software products
- Ability to gather business requirements, establish quick wins, and formulate larger engagements for handoff to Professional Services and Account Management.
Education and Experience Requirements
- 3-5 years’ experience delivering end to end enterprise software implementations, integration, and training
- Willingness to travel (20-30% national and international travel required)
- A. or B.S. – preferably in engineering, IT, economics, finance or business
- Certain level of expertise in working with clients from various languages and cultural backgrounds
- Demonstrated planning and organizing skills
- Analytical thinking and attention to details
- Strong understanding of business processes and their implementation into enterprise applications
- Excellent interdepartmental communication and coordination required
- Excellent problem-solving skills, self-motivated, results-driven and well organized
- Outstanding consulting, presentation, coaching and facilitation skills
- Proven ability to proactively address customer concerns and meet or exceed customer needs
- Experience with context-switching between client organizations, and ability to consistently apply best practices when devising solutions
- Ability to become subject matter expert on commercial maritime industry and on Veson’s software products
Knowledge, Skills and Abilities Requirements
- Gainsight Software – Experience Creating KPIs, Playbooks, Success Plans, and mapping products to measure adoption in tools like Gainsight PX
- Financial Technologies and Accounting experience
- Knowledge of maritime shipping industry
- Insight on the energy, oil, and gas industries
- Familiar with SaaS software and Web programs, including web API.
- Familiarity with Windows Server, MS Operating Systems, Microsoft SQL Server, and MS Office applications
- Excellent oral and written communication skills; ability to negotiate, influence and gain consensus with strong interpersonal skills
- Excellent written and spoken English
- Desire to work in fast-paced, entrepreneurial setting
- Ability to build rapport with clients with relational intelligence
- Analytical thinking and attention to details
- Demonstrated planning and organizing skills
We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply. While we try to be thorough with our job descriptions, not everything about you as a candidate can be condensed into a list of bullet points.
About Veson Nautical
We are a team of multi-cultural, multi-disciplined professionals that are dedicated to making our clients successful and charting a new, innovative course for the commercial marine industry. Veson Nautical employs a staff of extremely capable creators and innovators all focused on meeting the goals of our clients. We invest extensively in employee development and experience to maintain focus and enthusiasm. The Veson Nautical team is made up of a dynamic blend of engineers, artists, sailors, teachers, brokers, bankers, traders, consultants, and customer service experts.
Veson Nautical is a successful, rapidly growing global software company. Our clients are the world’s leading commercial maritime owners, operators and commodity trading companies. Veson’s solutions enable our clients to identify new opportunities and proactively manage their business to make more profitable decisions. With offices in Singapore, Tokyo, London, Houston and headquarters in Boston, USA, Veson Nautical is a dynamic organization with a committed team of professionals. Dedicated to ensuring the highest levels of client satisfaction, Veson Nautical brings decades of experience, technical knowledge, enthusiasm and commitment to clients around the world. The combination of exceptional market growth and leading market position make this a superb opportunity for the right candidate.
#LI-Hybrid