Oferta pracy

Customer Support and Success Specialist

Seagull Maritime AS Sp. z o.o. Oddział w Polsce

5 0008 000 gross / mth.
  • Warmian-Mazurian

    Warmian-Mazurian
  • offer expired 2 months ago
  • contract of employment
  • full-time
  • specialist (Mid / Regular)
  • home office work
  • Immediate employment
  • More than one vacancy
    vacancies: 4
  • remote recruitment

Technologies we use

Expected

  • SQL

About the project

As a Customer Success Engineer at OTG, you will be a valuable member of the customer success team and will provide solution architecture, professional services and technical account management support. You will help drive the technical portion of new business sales and accelerate renewals and expansion by delivering a positive customer experience. To succeed in this role you must be truly passionate about customer advocacy.

Together you and your customer success colleagues will be critical enabling our ethos of supporting customers anytime, anywhere and solving customer challenges in line with our business guidelines. In short, excellent customer success support is critical to both winning and retaining customers, and the Customer Success Engineer is key to delivering this support.

The role may require some travel at relatively short notice.

Your responsibilities

  • Provide clients with excellent support, training, and technical issue handling on all OTG software and services according to OTG standards.

  • Address urgent issues quickly.

  • Maintain an up-to-date knowledge of all OTG products and services.

  • Identify frequent issues, put them into documented processes and register them in the OTG knowledge base.

  • Document and report required bug fixes, end-user feature improvements, and operational feature improvements.

  • Respond to customer feedback and share findings with relevant product teams.

  • Check status of all vital system services and escalate discrepancies as needed.

  • Update and maintain customer databases.

  • Monitor and improve customer outcome, product adoption and customer experience through focus on product adoption.

  • Support the sales process with technical knowledge and assessment as required.

  • Work closely with sales to identify and align account opportunities or risks.

  • Ensure all tickets and issues are registered in the helpdesk.

  • Travel locally to customers at short notice.

  • Become the local expert on OTG Learning & Assessment portfolio.

Our requirements

  • At least 1 year's experience in a B2B customer success or equivalent role.

  • General IT knowledge and experience of database structures and infrastructure.

  • Working knowledge of MS Office, ERP, CRM, network infrastructures, database structures (SQL), both Windows and Linux operating system.

  • Experience working in an international organisation.

  • Fluent English - spoken and written

  • Maritime industry experience (desirable)

  • Proactively acquires new technical knowledge and transforms it into action.

  • Demonstrates curiosity and seeks to rapidly learn/apply new skills.

  • Listens to understand and address underlying issues.

  • Easily recognises client preferences and adjusts communication accordingly.

  • Routinely looks for proactive measures to put in place to reduce reactive support.

  • Can travel (national and international), if required.

  • Demonstrates global mindset and cross-cultural awareness.

  • Works well both alone and in remote teams.

  • Stays motivated and highly skilled by seeking opportunities for continuous self-development.

  • Brings proven ability to coach and guide colleagues.

What we offer

  • We have an excellent benefits package, adjusted for each of our global locations

  • We offer a discretionary annual performance bonus to all Oceaneers

  • We operate a “remote first” working environment where we fully support remote working

  • We enable internal mobility by posting all vacancies on our internal job board and encourage all Oceaneers to make their next move within OTG

  • We provide a culture of continuous development and growth

  • Benefits

  • remote work opportunities

  • extra social benefits

  • employee referral program

Seagull Maritime AS Sp. z o.o. Oddział w Polsce

The Ocean Technologies Group (Seagull Maritime AS is part of the Group) is a global learning and operational technology company dedicated to realising the potential of every seafarer and every ship.

The group is built on historic and iconic maritime brands with over 60 years’ collective experience of helping the most successful ship operators achieve the highest standards of safety and operational excellence.

Together, our companies boast an unrivalled network of over 1,400 customers, 20,000 vessels and over 1,000,000 seafarers with the biggest data rich picture of learning and development behaviour in maritime history.

It is this collective knowledge, experience and ability to collaborate with our partners, that will empower the Ocean Technologies Group to help to make the industry safer, stronger and able to excel.

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