【RightShip 招聘】Associate Customer Experience Manager（中国）

Associate Customer Experience Manager at RightShip

The Company

RightShip is the world’s biggest third party maritime due diligence organization, providing expertise in global safety, sustainability and social responsibility best practices.

We bring together years of industry expertise with the output from analytics and large data sets to provide our safety and environmental scoring systems, recommendations and consultancy services.

Using leading data and technology, we aim to set new benchmarks in environmental protection. We support global initiatives and action influencing practical and impactful change, enabling “win-win” for business and the environment.

To find out more visit RightShip.com. 

What we offer

We offer a place where you know you are contributing to an organization who are constantly working to ensure ships are safe as possible so that crew and cargo are protected. We are passionate about maritime efficiency, safety and sustainability practices.

We offer generous rewards. Our base salary is competitive, we support employee wellbeing and provide our employees with a Healthy Living Allowance and our annual incentive scheme is awesome.We have some great talent who are happy to share their experience and skills to help you on your way and we are committed to professional development to make sure your career keeps growing while you’re working with us.

Position Description

Assistant Customer Experience Manager

Permanent, Full Time

Location: China

Reporting to the Head of Customer Experience, the Associate Customer Experience Manager (ACXM) owns and manages their own portfolio of Customer Accounts.  The ACXM is responsible for the post-sales end-to-end customer journey starting from implementation and customer onboarding through engagement, upsells, and renewals. This role will focus on our Ignite segment: a large portfolio of small to medium size accounts.   

The role will be responsible for cultivating relationships, managing and responding to customer inquiries, maintaining appropriate support SLAs, identifying opportunities, and demonstrating ownership of their accounts to meet company and team-specific goals. The right candidate will focus on improving customer onboarding workflows, providing high value service to protect a solid customer base, and ensure timely contract renewals. The right candidate will ensure a delightful customer experience and will be a vital member of the broader commercial team to achieve business targets. 

Major Responsibilities 

CUSTOMER ONBOARDING / IMPLEMENTATION 

● Act as single point of contact for all customer onboarding activities across the entire RightShip suite of products and services. 

● Own the entire onboarding process from platform enablement to user access and configuration, and follow-up with training. 

● Walk customers through the basics of the product/service, connecting the high-value features directly to the customers' pain points.

CUSTOMER ENGAGEMENT 

● Act as single point of contact for your portfolio of accounts, ensuring customers are engaged, delighted, and supported. 

● Identify risks, blockers, and obstacles for each account and document and communicate to broader team for visibility and action. 

● Be the voice of the customer and build a customer feedback loop to report both positive and negative feedback. 

● Manage customer KPIs across each product/solution and ensure customer is maximizing their value with our solutions. 

● Identify opportunities for upsell or uplift and loop in the relevant cross-functional team members for sales pitch and demo. 

● Ultimately, ensure high engagement, usage, support, value realization, and satisfaction to guarantee contract renewals.

CUSTOMER SUPPORT 

● Primary owner of email and ticketing Support channel.  

● Act as first point of contact for customer queries, issues, feedback and resolve them, escalating to cross-functional team members and leaders as required. 

● Act as first-line manager providing customer service support and play a key role in helping to achieve targets in areas such as productivity or turnaround times.  

Qualifications, Skills & Experience 

● Bachelor's Degree or Equivalent Level 

● High Customer Service aptitude and competence 

● Ability to take ownership to manage customer expectations and resolve problems 

● Initiate compelling sales conversation that are customer-focused  

● Understand customer needs, issues, motivations, buy-in process 

● Manage customer resistance by building rapport and maintaining relationships 

Contact Us

If you would like to apply for this job, please submit an application here:https://job-boards.eu.greenhouse.io/rightship/jobs/4688230101（点击本文下方阅读原文也可直接进入链接）

If you encounter technical issues with your application, please reach out to talentacquisition@rightship.com