Customer Success Specialist

Responsibilities

• Ensures 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
• Should be flexible for Night Shifts & 5 days Work from Office
• 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

Benefits

Additional Information

Responsible for developing customer relationships that promote retention and loyalty. They will support and work together with the Area Sales/other functions in service centers (GSC) Team to ensure that assigned customers achieve their expected business outcomes with Maersk solutions. Job Description At Maersk , we are a global leader in integrated logistics, pioneering the industry for over a century. Our commitment to innovation and transformation continuously redefines the boundaries of what's possible-setting new benchmarks for efficiency, sustainability, and excellence. We believe in the power of diversity, collaboration, and continuous learning , and strive to ensure our people reflect the customers we proudly serve. With a workforce of over 100,000 employees across 130 countries, we work together to shape the future of global trade. Join us as we leverage cutting-edge technologies and create global opportunities. Let's sail together towards a brighter, more sustainable future with Maersk.

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