Mar 13, 2023
The Customer Success department sits in between our users and the Sales and Technical teams. Users are frequently very skilled marine and crewing operators who have previously managed their crewing operations via email and ERP software. Several of the data sources that our company uses to make decisions are integrated. Rapid program evolution necessitates constant communication with users about our most recent enhancements. Their insights drive our product revisions, thus we need someone to push their ideas and requirements throughout the business.
The Customer Success function sits between the Sales and Engineering team and our Users. Users are typically highly experienced maritime and crewing operators who previously have administered their crewing operations over email and using ERP software. Greywing integrates many of the data sources they need to make a decision. The software evolves rapidly and Users have to be kept up-to-date with our latest improvements. In parallel, we need someone championing their ideas and requirements in the business as their insights drive our product iterations.
The right person will be a good communicator and capable of producing written, visual, and video content to support the User on their customer success journey. They will be a subject matter expert in Customer Success and able to educate the team internally on best practices.
They will be experienced in reaching out to Users and building rapport and understanding their perspective. More importantly you will be able to differentiate the businesses objectives from the customers.
They will feel at ease interacting with other parts of the business, including marketing, engineering and sales to champion the requirements of Users and to provide evidenced based User perspectives to help inform the team when making product decisions. Alost certainly they will have to authentically represent the User when other parts of the business are wrong about the Users wants, needs and behaviour.
With our clients we have been reimagining what vessel operations will look like in the future. We can see a huge opportunity to help our clients and to give seafarers more autonomy over their lives.
Maritime software is still in its infancy. Do a quick Google and you'll see that interfaces look like they were designed on FrontPage in 2008 - and this is the state across the ecosystem. Decisions that govern millions of dollars in cargo and hundreds of thousands of tons of iron and steel are made through excel sheets, email, and pencil and paper. We have a rare opportunity to lay down how maritime will interact digitally for the next decade, if we get this right.
We need someone who can be in communication with our users, ensuring they have an awesome experience of the product and of Greywing as a business. Customers regularly reach out to us for assistance and we need someone experienced in their needs on standby to help, who understands their problems and is experienced in our best solutions.