Customer success Senior Specialist

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About Maersk: Maersk is a global leader in integrated logistics with a rich history of over a century, dedicated to setting new standards in efficiency, sustainability, and excellence. With a presence in 130 countries and a diverse workforce of over 100,000 employees, we shape the future of global trade and logistics through innovation and collaboration. You are responsible for: Ensuring Client Managers are supported using the standard channels and build long-term trusting relationships with the customers to ensure they realize full value from their investment with Maersk Continually assess customer progress toward states goals and drive expected results in the areas of adoption, usage, business value, friction and overall relationship. Quickly resolve customer challenges by leveraging resources from across the company as needed. Manage the CAT allocation process and coordinate with customers to ensure they deliver on the commitment. Manage the ocean & logistics contract renewals / tender handling by leveraging resources from across the company as needed. Timely contract renewals & contract management Working closely with front line sales for account planning, goal setting and marketing strategies. Communicates service or rate changes to assigned accounts. Responsibility to carry out other various sales support tasks and commercial activities from start to finish. Assist management with day to day needs of the team. Assist the team with special projects and training activities. Assist the team with reporting activities. Assist managers with escalations and disputes. Act as back-up for other Senior Customer Success Partners and Customer Success Manager when absent. Responsible for escalating situations to management on a timely basis. Handling a high-caliber client base of mostly top volume customers. Be a strong role-model for "what good looks like" to others on the team Actively support implementation of local and global initiatives. Drive and support functional transformation efforts. Drive commercial actions and awareness within own team and with colleagues across functions and countries. Accountabilities Customer NPS Contract Compliance Invoice quality Sales support task and commercial activities Consulted About Contract management Sales Outstanding's Customer Performance Primary internal stakeholders (key interdependencies) Client Managers Product managers GSC Execution teams Finance (invoice quality, dunning, etc.) Primary external stakeholders Customers Required experience & skills Bachelor's degree in business or related industry preferred Minimum 2 years of experience in Sales Support/Customer Support within similar area of expertise Account management execution/building customer relationships. Commercial knowledge. Excellent communication skills. Understanding how it solves different customer pains. Must be proficient in MS Office programs such as Excel, Word, and Outlook Parameters for Success (key measures) Shared Customer NPS Contract Compliance Volume (FFE) L&S GP Deliver on Sales Outstanding's Individual Customer NPS Contract Compliance Volume (FFE) L&S GP Minimal Customer Churn Sales support task and commercial activities

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