Customer Success Manager tasked with managing IT services and customer relationships post sale for colocation and cloud solutions. Ensuring value and engagement to drive renewals and expansion.
About the role
- Customer Success Manager driving strategic engagement and measurable ROI for Smart Containers at ORBCOMM. Collaborating cross-functionally to optimize operations for maritime leaders.
Responsibilities
- Drive Measurable Customer Value & ROI
- Define baseline KPIs and co-create ROI models tailored to container logistics and maritime operations
- Track and communicate progress, highlighting measurable outcomes and strategic improvements
- Identify operational inefficiencies related to the baselined KPIs, and recommend best practices to maximize adoption and impact
- Oversee governance and execution of pilot programs to ensure alignment with customer needs
- Leverage Deep Product Expertise
- Develop expert-level knowledge of ORBCOMM’s Smart Containers solutions, integrations, and industry applications
- Translate product capabilities into business value tied to container visibility, asset utilization, and supply chain optimization
- Share insights and best practices across accounts and internal teams
- Proactively identify expansion opportunities that enhance container operations and client success
- Act as an Embedded Client Partner
- Immerse in customer environments to understand enterprise structure, workflows, and decision-making dynamics
- Build trust-based relationships with influencers and operational teams in maritime and container logistics
- Map stakeholder ecosystems and monitor risk indicators
- Advise customers on process optimization, KPI improvement, and maximizing platform utilization
- Collaborate Cross-Functionally
- Partner with Account Management, Solutions Architecture, Product, Analytics, and Professional Services to deliver a unified experience
- Capture customer insights and translate them into actionable feedback for product roadmap and service enhancements
- Support Sales in identifying upsell and cross-sell opportunities based on client needs and ROI analysis
- Engage and Communicate with Impact
- Prepare and deliver compelling business reviews, ROI reports, and KPI dashboards focused on container operations
- Facilitate strategic workshops and value discovery sessions with maritime and logistics stakeholders
- Communicate progress, risks, and recommendations with clarity and executive presence
- Keep stakeholders aligned on priorities, success metrics, and roadmap execution
Requirements
- A Bachelor’s degree (MBA preferred)
- 7–10 years in Customer Success, Management Consulting, Value Engineering, Business Analysis, or similar strategic client-facing roles
- Proven success managing enterprise accounts in maritime supply chain, container logistics, or IoT/SaaS sectors
- Strong product and technical aptitude; ability to translate features into business outcomes
- Proficiency in Salesforce for CRM and case management
- Expertise in interpreting and modeling data (KPIs, dashboards, ROI analysis)
- Familiarity with advanced analytics and AI-driven solutions, and a commitment to ongoing digital and AI upskilling
- The ability to influence without authority and thrive in complex, matrixed environments
- A track record of crafting compelling, data-driven value narratives and delivering measurable ROI
- Exceptional stakeholder management and relationship-building skills, combined with strong communication and executive-level presentation capabilities
- Deep curiosity about customer challenges and workflows, paired with a proactive, resourceful approach to leading through ambiguity
- Flexibility to work primarily onsite to support customer engagement and operational needs
- Ability to leverage AI-enabled tools and automation to enhance productivity, with a commitment to continuous learning in digital and AI literacy
- Fluency in both English and Mandarin
Benefits
- hybrid schedule
- flexibility to connect remotely with global teams
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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