Customer Success Manager

Job Description

Customer Success / After-Sales - Team ManagerLocation: Cardiff / HybridSalary: £70,000 per annumBenefits: 5% matched pension, Life Assurance, Healthcare, Income Protection, all travel & accommodation expenses paid forDirectly reporting to the Head of Systems Delivery, this is a key strategic role, working closely with international customers to enable them to use and operationalise their new maritime surveillance system. This is not a sales role, it is a role designedto ensure customers are supported and trained-up in the successful integration and delivery of their new systems.The successful candidate will be a highly organised customer focussed individual and team player who is motivated to own, drive, and manage the provision of system CONOPS (concept of operations) workshops, training, and continuous coaching and operationalcapacity building.This role will be responsible for working with customers to define the specific configuration for their system and develop and deliver a custom training and coaching program that drives and enables their full operational benefit of the system capabilities.This will entail managing a team of trainers and regional success managers to actively engage with our customers and build up their confidence and abilities to use the system and reap the operational rewards.The successful Candidate will be UK based and manage a team of trainers and regional success managers who will do the majority of the face-to-face customer visits. However, it is expected that ad-hoc travel will be required to support their activities andbuild re-enforce relationships.Responsibilities:· Responsible for training and coaching the customer to fully operationalise their new marine domain awareness (MDA) surveillance system.· Build strong, trusted, and respectful relationships with our customers.· Development and management of standardised training and coaching syllabus, materials, methodologies· Actively manage your team of trainers and success managers to actively engage with the customers.· Liaise with internal departments such as product management, sales, and external experts to build and maintain a deep expert knowledge of the MDA system and best practice in maritime surveillance and monitoring operations.· Have excellent presentation and interpersonal skills and be able to adapt to different cultures and abilities to ensure that the customers operators gain the knowledge to operate the MDA system· Create high-quality, detailed, clear training materials (presentations, worksheets, and how-to guides).· Outstanding people and verbal and written skills - managing and persuading with a high regard for cultural differences and mutual respect.· Extensive and demonstrable experience of coaching diverse, multi-cultural teams and individuals (ideally within the Middle East and E Asia regions)· Proven experience of managing and driving the creation and delivery of training courses for complex applications in a simplistic, easy, and engaging manner to ensure knowledge transfer and retention by those receiving the training.· Proven skills of explaining and simplifying complex concepts and processes that are aligned to customer specific business practices and standard operating procedures.· Excellent written and verbal communication skills.· A natural ability to read the room’ and intuitively understand customer needs to identify where a customer requires additional support without being asked.· Ability to track the performance and effectiveness of training programmes, recommend and implement improvement strategies (including feedback from customer satisfaction surveys).· Experience and knowledge of surveillance and asset tracking operations - land, sea or air would be an advantage.

Keyskills :
Technical SupportTrainingAftersalesCustomer Success