Associate Customer Success Manager (EMEA)- Maritime Technology & Intelligence

About Pole Star:

As the leader in maritime intelligence, Pole Star Global empowers better decision-making and protects clients’ business interests, assets, seafarers, vessels, cargo, infrastructure, investments, profitability, and reputation through provision of high-performance, cyber-secure solutions underpinned by immense service and constant technological innovation.

We have our offices located in London, USA, Singapore, Hong Kong and Panama, alongside presence in Australia. Our Teams are made up of over 19 nationalities, speaking 25 different languages. Quality is a core value that is at the heart of everything we do, driven by a team of highly motivated and driven quality professionals who work with diverse programmes for Shipping businesses, Financial Markets and Governments.

The Opportunity:

As an Associate Customer Success Manager at Pole Star Global, you will play a pivotal role in ensuring our clients' success by delivering exceptional service and support. You will have the unique opportunity to work closely with a diverse range of maritime clients, helping them harness the full potential of our solutions to enhance their operations and compliance.

Responsibilities:

• Client Onboarding: Assist in the onboarding process for new clients, ensuring a seamless transition onto Pole Star Global's solutions.
• Account Management: Build and maintain strong, long-lasting relationships with clients, becoming their trusted advisor.
• Align client's objectives and priorities with product roadmap
• Usage Analysis: Monitor and analyse client product usage, proactively identifying opportunities for improvement or additional services.
• Feedback Collection: Gather client feedback and insights to inform product development and enhancements.
• Renewal Management: Collaborate with the sales team to ensure timely renewals and upsell opportunities are identified and pursued.
• Documentation: Maintain accurate and up-to-date records of client interactions and progress in our CRM system.

• 1-3 years of experience in a customer success, account management, or related role.
• Ability to manage and present information to customers on product roadmap and incident resolution
• Strong communication and interpersonal skills.
• Experience managing renewals, upselling products and assisting a revenue generating team.
• Problem-solving mindset and a proactive approach to client satisfaction..
• Proficiency in CRM software (Salesforce & Hubspot preferably)
• Familiarity with maritime industry practices and regulations is a plus
• Some Travel may be required (Company funded)

Education Requirements:

• Bachelor's degree in business, marketing, or a related field. (preferred)

• Flexible working (Hybrid - Come in when it makes sense but you must be commutable to London)
  Salary: 35k - 40k + Bonus
• Health and dental insurance
• Life insurance, company funded to 3x salary
• Discretionary Bonus
• Employee assistance program
• 25 days annual leave
• 5 wellness days
• Subsidised gym membership
• Up to a 5% matching pension
• Refer-a-friend recruitment bonus
• Perkbox
• Unlimited learning and development opportunities

Pole Star Global is an equal opportunity employer that is committed to diversity and including in the workplace. We prohibit discrimination and harassment of any kind based on race, colour, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy or any other protected characteristic as outlined by federal state or local laws.

*This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at the sole discretion of the Employer*