What are the responsibilities and job description for the Manager, Digital Customer Success position at Ocean Network Express?
Job Details
Job Description
Job Family:
Cargo Management
Job Title:
Manager, Digital Customer Success
Specifics:
This position will follow a hybrid work-from-home/office model with at least three days in the office weekly
Role Summary:
Responsible for leading the customer-facing teams in both Digital Services and Customer Success, focusing on enhancing customer engagement, driving digital adoption, and ensuring a seamless customer experience while leveraging sales strategies to maximize customer retention and acquisition. This role will work closely with the Sales and Marketing teams to strengthen relationships with customers and deliver high-quality onboarding and support services. While the strategic oversight of digital initiatives will be driven by the Data Architecture & Service Optimization team, the Manager of DCS will maintain close collaboration with them, ensuring that enhancements to digital services are responsive to customer insights and aligned with evolving needs. The Manager will report directly to the Director of Digital Customer Success.
Additional Responsibilities:
Customer-Facing Team Leadership:
- Lead and manage the Digital Services and Customer Success teams, ensuring high performance and engagement.
- Oversee two direct reports: the Supervisors of Digital Services and Customer Success.
- Focus on improving customer satisfaction and driving digital service adoption through personalized engagement.
- Lead and manage the Digital Services and Customer Success teams, ensuring high performance and engagement through customer-first and sales-driven strategies.
Collaboration with Sales & Marketing:
- Act as a liaison between the DCS team and Sales/Marketing teams to align efforts in promoting digital tools and services.
- Collaborate with Sales to ensure customer onboarding is tailored to the specific needs of high-value clients and new business opportunities.
- Work closely with Marketing to develop customer-centric campaigns and educational materials that promote the use of digital platforms and tools.
- Ensure customers are well-educated on the benefits of the company s digital services and support the Sales team in converting leads into long-term users.
Customer Onboarding & Success:
- Oversee the entire customer onboarding process, ensuring a smooth and personalized experience for each customer.
- Ensure that the Customer Success team provides clear paths of communication and is responsive to customer inquiries and needs.
- Proactively identify potential pain points during the onboarding process and ensure that they are addressed swiftly and effectively.
- Ensure proper handover from Sales to Customer Success and that all customer requirements are clearly communicated to internal stakeholders.
Digital Adoption & Support:
- Ensure the Digital Services team is successfully educating customers on how to use the company s eCommerce tools, self-service platforms, and other digital solutions.
- Monitor and improve customer engagement with digital services such as eBL (electronic Bill of Lading), API integration, and self-service portals.
- Support the Digital Services team in increasing the adoption of digital platforms, ensuring customers are maximizing their use of available tools.
Collaboration with Data Architecture & Service Optimization:
- Provide actionable feedback to the Data Architecture & Service Optimization team to refine digital solutions that support both customer satisfaction and increased sales opportunities.
- Act as a bridge between customers and the technical team, providing feedback on how digital tools and services can be improved based on customer insights.
- Ensure that the DCS team stays informed of any updates or changes to digital tools and that these are communicated effectively to customers.
Performance Management & Reporting:
- Monitor key performance indicators (KPIs) for the Digital Services and Customer Success teams, such as customer onboarding turn-around times, digital service adoption rates, and customer satisfaction.
- Provide regular updates and reports to senior leadership on the performance of the team, identifying areas for improvement and celebrating successes.
- Ensure the team meets or exceeds customer expectations and continually improves service delivery.
Core Required Skills and Competencies:
- Enhanced collaboration with Sales and Marketing, ensuring alignment in customer-facing initiatives.
- Streamlined customer onboarding process with reduced turn-around times and improved satisfaction.
- Increased customer adoption of digital services such as eBL, API, and self-service tools.
- Ongoing collaboration with the Data Architecture & Service Optimization team to refine digital solutions based on customer feedback.
- Consistent and clear communication with customers, ensuring their needs are met throughout their digital journey.
- Available for possible travel, as required.
Function-Specific Required Skills and Competencies:
- Strong leadership and team management experience, particularly in a customer-facing capacity.
- Proven ability to collaborate with cross-functional teams such as Sales, Marketing, and technical departments.
- Excellent communication and problem-solving skills, with the ability to build strong relationships with both customers and internal teams.
- Leadership & People Management
- Sales Strategy and Execution
- Customer Engagement & Relationship Building
- Cross-functional Collaboration (Sales, Marketing, Technical Teams)
- Digital Service Adoption
- Process Improvement & Onboarding Optimization
- Performance Monitoring & Reporting
Required Minimum Years Experience:
2 years of management or supervisory experience
5 years of experience in customer success, digital services, or sales, with a proven track record of driving customer engagement and achieving sales targets.
Required Minimum Education:
Bachelor s degree in Business, Marketing, Customer Success, or related field.
Ocean Network Express provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
At Ocean Network Express, we strive toward high-level results for all our employees and pride ourselves on identifying opportunities for internal movement and advancement of proven talent. If you re interested in a career in the global transportation industry and are looking for growth and advancement opportunities, we encourage you to apply. We enjoy meeting candidates who are persistent in their own professional development.
About Ocean Network Express (ONE)
Ocean Network Express (ONE) was incepted on July 7, 2017, following the liner service integrations of Kawasaki Kisen Kaisha ( K LINE), Mitsui O.S.K. Lines (MOL) and Nippon Yusen Kaisha (NYK). The new entity functions from its global headquarters in Singapore, supported by regional headquarters in Hong Kong, Singapore, the United Kingdom, the United States, and Brazil. ONE is the world s sixth-largest container carrier with a fleet size of approximately 1.91 million TEU. Operating more than 240 vessels, it offers an expeditious and reliable international network of over 130 services to 120 countries and beyond. ONE is a member of THE Alliance (THEA), a global ocean carrier consortium.
For more information, please visit www.one-line.com
