Our team is expanding, and we are looking for a talented Customer Success Manager (CSM) to join our Commercial Team. Your primary responsibility will be to manage the portfolio of our customers.
You, as their dedicated CSM, will be responsible for nurturing the post-sale customer relationship, serving as the primary point of contact for them. Ensuring a smooth and positive customer experience, you will expertly facilitate communication between the Sales, Operations Product, and Marketing Teams.
This role will see you working with a number of key customer accounts and serving as a trusted advisor. As a key member of the Customer Success Team, you will be responsible for implementing and managing contract renewal initiatives, maintaining the contract revenue base at the highest possible retention rate while seeking for new growth opportunities.

Responsibilities of your role:

Responsible for the Customer Success KPIs (Retention and Upsell),

Manage a number of key customer accounts and maintain a highly collaborative relationship with them,

Discover and identify new upsell/cross-sell qualified opportunities to maximise customer growth,

Drive adoption and make sure customers use our products to their full extent,

Help customers plan and understand the best ways to utilise our products, based on their business needs by successfully onboarding them,

Understand customers’ business, use case, goals and identify opportunities for Tototheo Maritime to add value,

Support our customers and train them on services acquired based on their use case and goals set,

Identify, forecast, and proactively engage customers at risk,

Followthe company’s Customer Success processes and practices,

Identify and handover to the Sales team potential new new cross-sell opportunities,

Collaborate closely with the Operations team for customer related maters (activation of new services, post sales customer support cases, etc.),

Handle direct incoming customer requests for Renewals and Upsells,

Conduct proactive outbound activities for upsells as well as churn reduction,

Appropriately document client communication and relevant activities in our CRM

Accurately handle quotations, manage RFQ’s, license agreements, and support administrative customer related matters,

Provide and manage feedback to various internal customer teams to improve customer experience,

Gather feedback from customers and analyse data to identify best practices,

Contribute to the Commercial teams strategy, growth, and overall improvement,

Participate in marketing events, trade shows and company events,

Reporting to the Customer Success Manager – Team Leader (weekly/monthly/quarterly) sales results.

REQUIREMENTS
It’s essential that you:

3 plus years of relevant work experience in client-facing roles (Account Management/Sales), and providing solutions based on customer needs,

2+ years of working experience in the maritime industry is a must,

Proven record of exceeding business targets and working towards personal and Team KPIs,

Excellent written and oral English language communication skills,

Experience in working with complex, multi-divisional, multi-geographical customers

Demonstrated ability to build relationships and trust with clients while identifying and assessing client opportunities and risk

Ability in problem-solving and negotiation,

Able to prioritize the tasks according to the company’s and customer’s needs,

Exceptionally good coordination skills and ability to multitask,

Proven ability to be flexible and work hard, both independently and in a team environment,

Sound judgment and ability to analyze situations and information,

Experience working in fast-paced environment,

Gathering and reporting business and market intelligence and industry trends,

Proficient in all Microsoft Office applications as well as Salesforce CRM software,

BSc/BA in business administration, sales, or a relevant field.

BENEFITS
And here are just some of the benefits you receive when you join Tototheo Maritime.

Best workplaces in Greece and Cyprus organization,

Work in an international, dynamic, and fun environment, at a growing company,

Attractive remuneration package,

Continuing education and training,

Equal opportunities employer,

Flexible hybrid work situation with home office option
If you are looking for a role that is both challenging and fun, get your career on course by joining a globally recognized industry leader.