Customer Success Manager Required in Dubai - Dubai

Customer Success Manager Required in Dubai

Marcura is led by the two visionary entrepreneurs who founded the company 21 years ago. Their original mission, which we uphold today, is to streamline digital processes in the globally impacting shipping industry. We do this by putting our customers first.

As an established, successful, diverse and energetic company, we have developed a series of transformative products/brands specifically for the ąmaritime industry which kill analog drag via digitalization.

Global and growing

Our 650+ customers are based in 53 countries.

Our 700+ strong team works in 45 countries.

We’re actively developing new products and new product features,

and we are targeting continued and significant growth in 2022.

You and Marcura

So far, we’ve done a pretty good job with significant growth and market leading products. But we’re even more ambitious now than ever. With big future growth plans we have vacancies for some new teammates with big talents and expertise. In short: We’ve got big plans.

To be passionate about our customers, we need to be passionate about hiring (and keeping) the best talent. That’s hopefully where you come in. If you are talented and passionate about digital transformation, tech, platforms, SaaS, customer service, and excellence we’d be pleased to hear from you.

Remote excellence – work from home

Two years ago, we transitioned to a fully remote working setup for all our team members around the world. Working from home:

Allows our team members to have the flexibility of working from home (knowing they are fully supported by their colleagues, managers, and service teams, like IT and HR)
Means that Marcura and our group companies can recruit globally, wherever the candidate calls home
We call our working from home practice ‘remote excellence’ because our ambition is to be the best possible remote organisation

Marcura and diversity and inclusion

We’re 100% committed to preserving our culture of inclusion and diversity.

We’re all different. This makes us stronger as a company and helps to ensure we serve our diverse customers in the best possible way. We’re committed to hiring the best people for the jobs we have. And then making sure they’re happy and can prosper. We’ve made good progress already on gender diversity, a particular issue in the shipping industry. We welcome applications from people with disabilities, who may appreciate the flexibility of our remote excellence policy (work from home). So, if you see a job, you think fits your skills and experience, we’d love to hear from you.

Customer Success Manager, PortLog

We are looking for a Customer Success Manager for PortLog.

Being in PortLog’s customer success team, you will lead customers and users on an exiting journey exploring and utilizing the PortLog platform. You will be responsible for tracking and owning customer health, managing early warning signs, risks and mitigations.

You will contribute to the digital ambitions of PortLog and its customers, working in a fast-paced and evolving environment, and preparing for the road ahead with upcoming new product- and feature launches.

In this role, we expect you to :

Pursue deep learning, knowledge and ownership of our customers’ markets, business models, processes and structure, keeping up to date with industry developments and trends
Develop and deepen customer trust and relationships, securing strong champions, in order to drive and leverage the value of Marcura’s products and services
Optimise customer touch points in order to strengthen and continuously improve customer engagement and product usage, from onboarding and throughout the customer journey
Use data to identify early churn indicators; develop and execute on mitigation actions
Collaborate closely with the Support and Engagement Team to increase user adoption and stickiness through campaigns and targeted user interactions
Handle escalations and ensure customer feedback is constructively to relevant internal departments, and appropriate action is taken
Routine commercial activities, including contract lifecycle and reporting
Actively contribute to the evolving team tool kit and processes
Special project responsibilities related to customers and internal stakeholders, driving both quick-wins and strategic initiatives
When required, partner with customers to articulate their requirements into succinct and detailed user stories; communicate these to the Product team with commercial and industry reasoning

We expect you to bring into the role:

5+ years experience in customer success role with a SaaS [for shipping/maritime, ideally]
Excellent communication skills with the ability to engage and build relationships with stakeholders up to senior management level
Be able to demonstrate concrete business outcomes or achievements driven by a curious and proactive nature
Experience in commercial shipping role [chartering/trading or operations]
Proven ability to proactively address client concerns and exceed client needs
Experience from SaaS implementation or other change management / digitalisation projects from shipping- or trading companies will be an added advantage
Familiarity with MEDDIC sales framework is a plus
Familiarity with Customer Success and User engagement software is a plus

Marcura and the bigger picture

We’ve already described how, like many global tech platforms, we continue to develop products which drive big increases in productivity and enhance the working lives of people in maritime. We do this by automating (i.e. taking away from hem) many repetitive, tedious, manual tasks.

Our products have other impacts of which we are very proud.

Here are just two examples:

MarTrust is increasing seafarer welfare

There are over a million seafarers in the world, doing a sometimes-dangerous job, far away from their family. The process of paying them and then enabling them to send funds home is fraught with many complications and risks. The MarTrust e-wallet comprehensively solves these problems leading to increase seafarer welfare. It’s one less thing for them to worry about when they’re away from home.

PortLog and the environment

Our PortLog platform allows ship operators to reduce waiting time and time in port and optimise the entire port call process. This helps our customers with their wider sustainability strategy - increasing their vessels’ operational efficiencies thereby reducing fuel consumption and associated emissions.

Here are some of the benefits you get from working with Marcura:

highly competitive salary and various other benefits
remote-first organization which means you can work from home - we organise your home office IT setup and a monthly remote work allowance
extensive and inclusive onboarding process; you’ll be up and running in no time
flexibility: we support a healthy work-life balance
employment locally, but in a global and ambitious organisation; our benefits often exceed local benchmarks
modern performance management framework; you are supported monthly to achieve your best possible potential

Here are some of the great things about working at Marcura:

already successful company
growing company, launching new products, always improving and investing
really great, fun people in the team (but you’ll have to take our word for that until you start!)
global mindset, strong values and passionate colleagues from all over the world
innovative approach to customers, our platforms and services backed by an ambitious organisation
digital work environment that’s constantly developing to drive excellence for our customers and our organisation
modern communication and collaboration tools for our virtual support of customers and each other

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https://ae.linkedin.com/jobs/view/customer-success-manager-portlog-at-marcura-3184056238?

Posted on : 3 years ago, #124457, 181 views

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