Location

Fully remote, with a preference in Northern Europe or Singapore

Job Description

Job title: Account Manager 

Location: Fully remote, with a preference in Northern Europe or Singapore  

Department: Customer Experience  

Reporting to: Director of Customer Experience  

Overview of Role:  

We are seeking a dedicated and customer focused Account Manager to join our Customer Experience team.

This role is pivotal in continuously enhancing our customers' experience and satisfaction with our products and services. We are looking for someone who thrives in building strong, long-term relationships, acting as a trusted advisor to our customers. The focus is not only on understanding the technical aspects of our software, but more importantly, on becoming an expert in our customers’ businesses, needs, and challenges.

Key Responsibilities   

• Customer Retention: Proactively manage and nurture relationships with existing customers to reduce customer attrition. Develop strategies to anticipate customer needs and address potential concerns before they escalate. 

• Project Advisory: Engage with customers planning significant maritime shipping projects, advising them on Shipnet's products and solutions that could support their objectives, particularly those they may not currently utilise. 

• Liaison Role: Serve as the primary point of contact between customers and Shipnet's internal teams, including Product Management, Support, and Professional Services. Ensure that customer feedback and requests are effectively communicated and addressed in a timely manner. 

• Sales Coordination: Identify and pass on sales opportunities and enquiries from existing customers to the Sales team, ensuring a seamless transition and consistent customer experience. 

• Customer Expertise: Develop deep knowledge and understanding of customers' businesses, industries, and specific challenges, becoming a trusted advisor who can provide insights and recommendations tailored to their unique needs. 

Experience: 

• Proven experience in a similar role within a marine SaaS/software company, managing and growing customer relationships without direct sales or technical responsibilities 

• Strong interpersonal and communication skills, with the ability to build trust and rapport with a diverse range of customers 

• Excellent problem-solving abilities and a proactive approach to managing customer relationships 

• Ability to work collaboratively with cross functional teams, ensuring alignment and responsiveness to customer needs 

• A solid understanding of the maritime industry and the challenges faced by shipping companies. Familiarity with Shipnet's suite of products or similar maritime software solutions is a plus 

• A customer first mentality, with a focus on delivering value and enhancing customer satisfaction. This role is ideal for someone who excels in understanding customer needs and providing solutions, rather than someone with a purely technical or sales driven background 

About Shipnet

“The crew you trust when it comes to shipping software” 

Our mission is to create innovative solutions to the problems of the shipping industry, which is built by mariners, for mariners. With five decades of shipping experience, we are experts at what we do. We deliver the data shipping businesses need to stay informed for the whole voyage.  

We are a global company, with a diverse team spread across multiple locations. As a people-first business, we pride ourselves on creating a workplace where our colleagues, or "Shipnetters," are the heart of everything we do. We are committed to supporting our people with one goal in mind: to create an open, inclusive, and supportive culture that prioritises mental health, work-life balance, and equality for all.  

Why Shipnet?  

At Shipnet, we offer more than just a job. We offer a supportive and collaborative environment, where engagement and connection are at the forefront. We understand that work-life balance is crucial, which is why we offer fully remote working roles, ensuring that you have the flexibility to work from home, with all the necessary equipment provided to help you succeed.  

We have: 

• Opportunities for on-the-job learning and access to our learning platform, Percipio, to help you continuously grow your knowledge and skills 

• A strong focus on mental health and wellbeing – including our monthly communication ‘Staying Afloat', access to an Employee Assistance Programme and Mental Health First Aid Champions to support you 

• Proactive initiatives that bring our global team together 

Our Culture:  

At Shipnet, we have a culture built on our core values of Trust, Good Natured and Approachable, and Resolve. We work hard to ensure that everyone feels heard and valued, and our commitment to engagement ensures that all our colleagues can succeed and enjoy meaningful work. Whether you’re collaborating with a colleague in Singapore, Dubai, or the UK, we work together to keep the world afloat.

Join Shipnet Today

If you are interested in becoming a Shipnetter, please send a copy of your CV / Resume to our People Team shipnetpeopleteam@shipnet.no by Friday 14th March 2025.