Customer Success Manager - ALPHA ORI TECHNOLOGIES PTE. LTD.

Roles & Responsibilities


At Alpha Ori Technologies, the Customer  Success Manager will oversee customers (Ship owner/ operator) through  the full lifecycle (onboarding, ongoing management, renewal, up-sell) of  post-sales functions for our enterprise accounts, ensuring customer  satisfaction. As a Technical Account Manager, you  should be a tech-savvy professional, able to explain technical details  and requirements to a technical/non-technical audience. You should also  be results-driven and aspire to achieve specific goals. Ultimately, you should be able to  provide technical, product and business knowledge to support the sales  process and strengthen customer relationships.

What you’ll be doing

  • Designing and developing customer account plans to increase retention and up-selAnalyze customers’ needs  and suggest where SMARTShip usage can result in better, faster and more  accurate results in meeting their requirements.
  • Driving business transformation  through adoption, training, and development of best practices to  continually grow incremental value for our customers
  • Providing guidance to customers to help them become engaged and loyalAddress all product-related queries on time
    Serve as a subject matter expert on all Smartship products for Customers
    Present technical  concepts to non-technical and technical audiences, and map customer  needs to current and future product offerings
    Diagnose, reproduce and resolve technical issues with product team
    Review new product features for completeness and evangelize these updates to our customer base.
    Develop best practice recommendations for SMARTShip customers based on the experiences gained during customer engagements.
  • Conducting regular customer outreach, including Quarterly Business Reviews
  • Maintaining customer relationships  to obtain product/service feedback and working with internal teams to  ensure customer needs are met
  • Providing developers with customers’  feedback to help identify potential new features or products
  • Determining how to define, drive,  and demonstrate ROI to every customer through scalable means
  • Providing necessary training for our customers to drive usage, adoption, and business value
  • Convey clearly the value stick of SMARTShipOn-board Crew: Decision  support tool (leading indicators for preventing incidents/breakdowns,  recommendations for fuel optimisation etc.) for taking prompt action at  ship’s location
    Ship Manager: Provide  real time visibility into Ship’s operations. Reduces Ship/Shore  communication. Remote Diagnostics support. Make more informed  maintenance planning
    Ship Owner/Commercial  Operator: Provide real time visibility into Ship’s operations. Reduces  Ship/Shore communication. TFOC fuel optimisation providing commercial  driver
    Potential value add  (subject to Ship Owner’s approval): Digital Class, Commercial advantage  by providing access to Insurer/Charterer/Banker etc

Who you are

  • A Maritime Digital Transformation  enthusiast - An Ex-Master with working experience on shore as a Marine Superintendent, who is  passionate about bringing digital innovation to Maritime industry; you  have a passion for analytics and process,always seeking to use metrics  to refine and improve your client experience
  • A collaborative communicator -  you're comfortable carrying conversations with enterprise-level clients  and working cross-functionally to get them what they need
  • A perpetual learner - you know what you don't know and aren't afraid to ask questions to fill in the gaps
  • Patient listener/empathise with the client’s challenges & bottle-necks in operations
  • Lay a lot of emphasis on relationship building. Quick in response & always helpful around
  • Local Singaporeans / Singapore PRs  preferred.

What you have

  • 0 - 5 years experience in Customer Success, Account Management, Business Development, or other client-facing role
  • Demonstrated success managing large enterprise customers in the SaaS industry
  • Professional proficiency with Excel, Salesforce, and Jira
  • Experience developing strong relationships with and presenting to C-level executive
  • Demonstrated understanding of value drivers in recurring revenue business models
  • Project management experience and/or certification is strongly preferred
  • Solid technical background with hands on experience in digital technologies
  • Familiarity with software and front-end development
  • An ability to gasp customers’ needs and suggest timely solutions
  • Excellent verbal and written communication skills
  • Strong analytical and problem-solving skills
Employment Type: Permanent
Seniority Level: Middle Management
Min Experience: 8 years exp
Job Categories: Consulting, Engineering, Information Technology, Marketing / Public Relations
Salary: $10,000 to $12,000 Monthly
Posted on:19 Aug 2020
Closed on: 18 Sep 2020

Posted in Consulting, Engineering, Information Technology, Job Posts, Marketing / Public Relations, Middle Management on Aug 19, 2020