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- Tasks: Lead customer success initiatives for maritime trading and shipping clients globally.
- Company: Join Windward, the top Maritime AI company revolutionising global trade with innovative solutions.
- Benefits: Enjoy a dynamic work environment with opportunities for international travel and professional growth.
- Why this job: Be at the forefront of maritime innovation, making a real impact in global trade.
- Qualifications: Bachelor's degree required; 5+ years in customer success within maritime sectors preferred.
- Other info: Experience with AI-driven platforms is a plus; fluency in multiple languages is advantageous.
The predicted salary is between 72000 - 108000 £ per year.
Company Overview: Windward is the leading Maritime AIâ„¢ company, dedicated to accelerating global trade through real-time predictive intelligence-driven decision support. Our innovative AI-driven solutions empower maritime trading and shipping stakeholders to optimize operations, enhance compliance, and achieve operational excellence.
Position Overview: As the Director of Customer Success T&S, you will spearhead our customer success initiatives specifically focused on maritime trading and shipping enterprises globally. You will serve as the primary liaison ensuring our maritime clients fully leverage Windward's cutting-edge AI platform to maximize their strategic and operational goals. This role combines strategic leadership, deep maritime expertise, and customer relationship excellence.
Key Responsibilities:
- Develop and execute strategic customer success plans tailored specifically to maritime trading and shipping clients (e.g. oil majors, commodity traders, shipping companies, banks).
- Lead and manage a dedicated team of Customer Success Managers specialized in maritime, providing strategic oversight, coaching, and mentorship.
- Act as the escalation point and expert advisor for maritime-specific client concerns, resolving critical issues and ensuring customer satisfaction.
- Ensure comprehensive account management overseeing technical implementation, business integration, and operational support within maritime trading environments.
- Coordinate closely with R&D, Product, and Sales teams to deliver customized maritime solutions and align customer success initiatives with company objectives.
- Identify upsell and cross-sell opportunities, expanding customer engagements, increase value toward revenue expansion within maritime accounts.
- Organize and conduct specialized training, webinars, and workshops addressing T&S industry challenges and best practices for product use.
- Regularly gather, analyze, and communicate T&S client feedback internally to inform product enhancement and innovation.
Requirements:
- Bachelor's degree in Business, Economics, Engineering, or a related field. Maritime Studies and a Master's degree is advantageous.
- Minimum 5 years of experience leading customer success, account management, or similar client-facing teams within the maritime trading and shipping sectors. Experience in a PE backed company or equivalent scale up is a big plus.
- Deep understanding of maritime trading and shipping, compliance, and related AI-driven solutions.
- Proven track record of successfully managing global customer relationships and achieving high levels of client satisfaction and retention.
- Experience collaborating with cross-functional teams including Product, R&D, and Sales in a global tech or SaaS environment.
- Curiosity and drive towards generative AI applications and experience on a personal, non-professional basis.
- Exceptional communication, leadership, and interpersonal skills with an ability to effectively engage stakeholders at all organizational levels.
- Familiarity with customer success management systems and business analytics tools, preferably including Salesforce.
- Fluency in English; additional languages advantageous.
- Willingness to travel internationally up to 30%.
- Analytical or intelligence background with strong analytical skills highly valued.
- Experience with AI-driven platforms and solutions specifically within maritime or related industries.
Contact Detail:
Windward Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director Customer Success Maritime Trading and Shipping
✨Tip Number 1
Familiarise yourself with the latest trends and technologies in maritime trading and shipping. Understanding how AI is transforming this sector will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Network with professionals in the maritime industry, especially those involved in customer success roles. Attend relevant conferences or webinars to connect with potential colleagues and gain insights into the challenges they face.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed customer relationships in the past. Highlight any experience you have with upselling or cross-selling, as this is crucial for the Director role.
✨Tip Number 4
Research Windward's products and services thoroughly. Be ready to articulate how you can leverage their AI-driven solutions to enhance customer success in maritime trading and shipping, showing that you're aligned with their mission.
We think you need these skills to ace Director Customer Success Maritime Trading and Shipping
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success and the maritime industry. Emphasise any leadership roles and specific achievements that align with the responsibilities of the Director of Customer Success.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for maritime trading and shipping. Discuss how your background and skills make you the perfect fit for Windward, focusing on your strategic leadership and customer relationship management experience.
Highlight Relevant Skills: In your application, clearly outline your understanding of AI-driven solutions and your experience with customer success management systems. Mention any familiarity with tools like Salesforce and how you've used them to enhance customer satisfaction.
Showcase Your Industry Knowledge: Demonstrate your deep understanding of the maritime trading and shipping sectors. Include examples of how you've successfully managed client relationships and resolved issues in similar environments, showcasing your analytical skills and ability to drive results.
How to prepare for a job interview at Windward
✨Showcase Your Maritime Expertise
Make sure to highlight your deep understanding of the maritime trading and shipping sectors. Prepare specific examples of how you've successfully navigated challenges in this industry, as it will demonstrate your capability to lead customer success initiatives effectively.
✨Demonstrate Leadership Skills
As a Director, you'll need to lead a team of Customer Success Managers. Be ready to discuss your leadership style and provide examples of how you've coached and mentored teams in the past, particularly in high-pressure environments.
✨Prepare for Technical Discussions
Since the role involves overseeing technical implementation and business integration, brush up on relevant AI-driven solutions and customer success management systems. Be prepared to discuss how you would approach these aspects with clients.
✨Engage with Cross-Functional Collaboration
The position requires close coordination with R&D, Product, and Sales teams. Think of examples where you've successfully collaborated across departments to achieve common goals, and be ready to share how you would foster such collaboration at Windward.
