Service Manager (237)

Our purpose is to remove the barriers between voyage stakeholders.

Our vision is to provide benefits of improved safety, efficiency and reduced environmental impact to all voyage stakeholders by removing traditional operating barriers through innovative software and data transparency.

Headquartered in London with offices and operations worldwide, we are a global, diverse team of customer focused professionals.

JOB SCOPE

The Service Manager works on the front line with both office-based customers and ship-based end users. They are responsible for ensuring all order and outfit queries are resolved in a timely and accurate manner, for the customers allocated to their pod.

They are the main contact point for their customers general queries and manage the order management lifecycle end to end, within their customer service level agreements. They proactively drive efficiency through the order management process and minimise the need to process ad hoc orders, through driving customer adoption of automated order channels and new edition supply options.

They ensure customer outfits and folios are managed proactively and remain consistent with customer needs.

They stay close to the customer to ensure approval processes are optimised and followed, maximising satisfaction but minimising manual touch points. They understand all customer order management requirements and maintain suitable documentation of these.

They support the Customer Success Manager on all order and outfit topics and support the onboarding of new customers through the supply of new products and the setup of new outfits.

Service Managers play a key role in the generation of revenue and maximise every opportunity to process orders and generate invoices – whilst minimising errors that could lead to rework or refunds/credits.

They support account retention through driving value in every interaction they have with the customer, including on time and accurate query resolution and delivery of efficiency gains through the adoption of process automations.

They support the service/subscription renewal process by proactively reviewing annual renewals, ensuring renewal quotes are accurate and ensuring purchase order details are entered on time to allow streamlined invoicing.

They work cross functionally with sales, support and development to put the customer first and guarantee their success.

Requirements

• Attention to detail
• Customer facing soft skills
• Strategic understanding
• Commercial understanding
• Communication; Excellent listening, presentation, and written/verbal communication skills at all business levels. languages will be considered as assets.
• Customer focused urgency
• Self-motivation and energy
• Teamwork
• Problem / Query Management
• Knowledge of the shipping / marine industry an asset.