Associate Customer Experience Manager at RightShip

, , China -

Full Time

Start Date

Immediate

Expiry Date

07 Jan, 26

Salary

0.0

Posted On

09 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Customer Engagement, Onboarding, Relationship Management, Problem Solving, Sales Conversations, Customer Needs Assessment, KPI Management, Feedback Management, Upselling, Support Management, Communication, Training, Data Analysis, Team Collaboration, Account Management

Industry

Logistics;Transportation;Supply Chain and Storage

Description

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. What makes RightShip a great place to work at: RightShip is an equal opportunity employer, and we champion diversity. Our teams are composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities, and generations. We believe that a diversity of experiences makes us stronger—as individuals, as communities and as an organization. Don’t meet every single requirement of this role? Still apply! Research tells us that that women and underrepresented groups are less likely to apply unless they meet every single requirement. At RightShip we believe that the right hire is someone who makes an addition to our culture, rather than someone who fits in and conforms to our status quo. We want to add team members who not only value RightShip standards and workplace culture, but also bring an aspect of diversity that positively contributes to our work environment. If you are excited about this role, or about our company in general, we would love to hear from you! 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 and 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 RightShip is an Equal Opportunity Employer and values diversity, enables access and promotes inclusion in our workplace. You must have the right to live and work in this location to apply for this job.

Responsibilities

The Associate Customer Experience Manager is responsible for managing the post-sales customer journey, including onboarding, engagement, and renewals for a portfolio of small to medium-sized accounts. This role focuses on cultivating relationships, ensuring customer satisfaction, and identifying upsell opportunities.