Customer Success Manager

In its over 35 years of operation, NAPA has become a global leader in developing and scaling software, services, and data analysis for a safer, smarter, and more sustainable maritime industry. NAPA operates globally, with 210 employees in ten countries in Europe, Asia and the Americas. To date, NAPA has 420 user organizations for its design solutions, nearly 3,000 installations onboard vessels and a growing number of subscribers for its cloud-based fleet services.

Job Summary:

As a Customer Success Manager in the maritime cruise industry, you will play a crucial role in ensuring exceptional customer experiences and fostering long-term relationships with our clients. You will be responsible for managing customer satisfaction, identifying opportunities to enhance client engagement, and providing support to improve the overall experience. Working closely with cross-functional teams, including operations, sales, and marketing, you will act as a trusted advisor to our customers, guiding them throughout their journey with us to ensure maximum value from our cruise services.

Key Responsibilities:

• Client Relationship Management: Serve as the primary point of contact for a portfolio of cruise clients, developing strong, lasting relationships and ensuring their satisfaction and success with our services.
• Onboarding & Training: Lead new client onboarding, ensuring customers are fully informed and trained on our services, processes, and tools.
• Customer Support: Proactively resolve any customer issues or concerns, collaborating with internal teams to address challenges and improve overall customer satisfaction.
• Performance Monitoring: Track and analyze key performance indicators (KPIs) related to customer satisfaction, service usage, and overall success, providing regular reports to both clients and internal teams.
• Retention & Growth: Identify opportunities to increase customer engagement, renewal, and growth by recommending additional services, upgrades, or value-added features tailored to each client’s needs.
• Customer Feedback & Advocacy: Collect and analyze customer feedback to identify patterns or areas for improvement, advocating for customers' needs within the company and helping drive product or service enhancements.
• Cross-Department Collaboration: Partner with sales, marketing, and operations teams to ensure smooth transitions throughout the customer lifecycle and align objectives for customer success and retention.
• Industry Expertise: Stay informed on industry trends and developments within the maritime cruise industry, providing insights to customers to help them stay competitive and enhance their cruise operations.

Qualifications:

• Bachelor’s degree in Business, Naval Architectural, IT, or a related field.
• 3 years of experience in customer success, account management, or a related role, preferably within the maritime industry.
• Strong understanding of the maritime cruise industry and customer dynamics.
• Exceptional communication and interpersonal skills, with the ability to build and maintain positive relationships.
• Strong problem-solving abilities with a customer-focused mindset.
• Ability to work collaboratively across teams and departments.
• Ability to manage multiple priorities and projects in a fast-paced environment.
• Experience in data analysis and reporting.

Preferred Skills:

• Knowledge of cruise operations and customer behavior within the maritime sector.
• Experience working in an international setting with diverse customer bases.

Benefits:

• Competitive salary and company performance-based incentives.
• Health, dental, and vision insurance.
• Paid time off and flexible working arrangements.
• Company match 401K program

If you are passionate about delivering exceptional customer service and have a deep understanding of the cruise industry, we encourage you to apply to become part of our dynamic team!

NAPA as an employer

Meaningful work

We are proud to play our part in creating a sustainable world, and a career at NAPA means working with a purpose. We focus on building the best possible products for our customers, with whom we have close and long-lasting relationships. We protect the environment and human life at sea by powering safer and greener vessels with our technology.

NAPA way of working

We are a self-managed organization. The core of our self-management philosophy is trust. We trust our employees to make the right decisions and take care of their personal growth. We provide several opportunities for that, and everyone can manage their own working time.

Enjoy working together

...is one of our core values. Learning from and respecting each other provides a healthy and pleasant working environment. We, as NAPArians, share our knowledge and help each other when needed. NAPA has offices and customers around the world, and you will be able to meet people from many different cultures. We are a diverse family with a shared goal.

Read more about our values and culture: https://www.napa.fi/careers/ ;

Ready to get on board and join the NAPA crew?

We kindly ask You to send your application and CV to us as soon as possible as the position will be filled once a suitable candidate has been found.

For more information about the position, please contact Annettys Acosta by telephone: 954-330-2334 or by e-mail: annettys.acosta@napa.fi