Customer Success Specialist Americas
OneOcean, Canada
Job Description
The Customer Success Team will take all new customer and additional orders from existing customers and ensure that the customer is handed over internally with a completely functional system / service. In order to do this the team will liaise with key customer contacts, the vessel and sales to ensure that the user experience is of the highest order.
Following confirmation from the Customer that all is in order, the customer may be invoiced, and support provided in the normal way. All Customer Success Team responsibilities cease at this point.
It is very important that during the Onboarding process the customer is kept up to date with progress.
From time to time, OneOcean will need to upgrade all customers following a software change. The Customer Success Team will play a key role in this activity, managing beta test vessels and assisting in the roll out and uptake of the new release.
Skills
- Good team player
- Great oral and written communication skills
- Must be comfortable in front of customers
- Organizational accuracy
- Confidence
- Bilingualism (English and French) is essential.
- Ability to work under pressure and meet deadlines.
- Conversant with standard MS Office software packages (Word, Excel, PowerPoint)
- Skills required to be able to use sales and CRM software packages.
- Knowledge of the shipping/marine industry an asset.
Requirements
- Assist in the onboarding process ensuring customer satisfaction
- Ensure that all details required from Sales are present and correct before the onboarding process starts
- Be the point of contact between sales and the customer
- Ensure orders are added into the internal business system
- To gather all information necessary to allow successful communication with the vessel / office/ customer
- Help to make the onboarding process as efficient as possible, provide suggested improvement
- To monitor all new orders at the point of entry, whether that be for new vessels/fleets, additional subscriptions or trial vessels, and to provide weekly metrics around the progress of these orders
- To fully understand the requirements of the customer in terms of timescales, prerequisites and assistance
- To ensure that all physical goods required for onboarding are despatched in order to be with the vessel / site in a timely manner
- To track the progress of all physical goods in order that installation can commence as soon as the vessel has all the necessary deliverables
- To assist the vessel where necessary in the installation of any hardware / software
- Vessel visits as directed
- Office visits as directed
- Confirm with customer that all services are working and that the end user understands the essential basics of managing the subscribed services
- Work with the Support Team in managing any technical issues that may arise during installation and commissioning
- Customer training in required OneOcean products and Services to ensure that this is efficient through use of technology
- Assist in managing the Trial process and outcomes
- Two weeks prior to completion of the trial period the Customer Success Team will liaise with the relevant
- Provide testing on Installation amp; Upgrade process for any new software release as directed
- Be part of the Beta Rollout process and ensure that feedback is captured
Benefits
- Extended Healthcare Plan (Medical, Disability, Dental amp; Vision)
- RPP - Group RRSP
- Beautiful and well-located office (downtown) with secure bike room and showers
- What you need to get cosy (fresh fruits, tea, and coffee obviously)