Careers - Customer Success Manager/ Technical Account Manager
Job ID AOTSG110
Official Job Title Customer Success Manager/ Technical Account Manager


Area Of Interest Account Management
Location Singapore
Customer Success Manager/ Technical Account Manager Apply Back to List

Overview

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-sell
    • Analyze customer 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 loyal
    • Address 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 SMARTShip
    • On-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 roles
  • Demonstrated success managing large enterprise customers in the SaaS industry
  • Professional proficiency in 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 grasp customer needs and suggest timely solutions
  • Excellent verbal and written communication skills
  • Strong analytical and problem-solving skills
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