Customer Success Manager

About Tidalis
We provide purpose-built maritime port management information systems, which have been progressively shaped by our port clients around the world since 1985. PortControl is a modular tool for our community of harbour masters, pilots, line handlers, shipping agents, finance teams, port leaders, and their entire crew. It is anchored in expertise with innovation that works.

Tidalis is a company with opportunities. A company where we see diversity as an asset and where you have both considerable responsibility and good opportunities for advancing in your career. But also a company that respects each person’s needs for a rewarding life beyond work

The role
As a Customer Success Manager, you are the voice of the customer in our business, and the lead for the relationships with our customers. In this role, you work to improve the Customer Experience for assigned accounts.

You have the primary responsibility of developing and nurturing business and relationships with each of those customers, acting as their go-to adviser and optimizing their use of Tidalis products and services to drive business results. You also act as a key connection point between the customer and Tidalis, communicating customer feedback and insights to project, product and sales teams to drive product innovation, operational improvements and continued customer focus.

Your responsibilities will include, but are not limited to:

• Build and sustain business and technical relationships with customers to ensure long-term success through delivering value via our solutions.
• Act as the main point of contact and establish a trusted advisor relationship with key customer stakeholders.
• Partnering with customers to achieve their goals and significant ROI on their investment in Tidalis solutions.
• Continuously monitor customer happiness level, conducting regular check-ins, business reviews, and reporting.
• Work with the delivery and sales team to onboard new clients and eventually handle aspects such as training and product demonstrations.
• Analyze data to identify opportunities for customer experience improvements and business growth.
• Coordinate all involved to understand customer short and long-term goals and best ways to deliver value.
• Advocate customer needs/issues and coordinate with sales, product, and support teams.
• Maintain and update customer records in the CRM system.
• Identify and manage “at-risk” accounts and develop churn prevention strategies.
• Assist in the renewal process and identify upsell and cross-sell opportunities.
• Develop and maintain industry and product knowledge.
• Facilitate customer demonstrations and training after new product features are released or new product modules are available.
• Any other duties and responsibilities as may be assigned to you by the company, such as, but not limited to,  being involved in the sales process for new customers, demonstrations and help with sales and marketing documentation.  

Your Skills & Experience

• Bachelor’s degree in Business, Marketing, or related field.
• Minimum 3 years of experience in Customer Success, Account Management, or a similar customer-facing role.
• Strong interpersonal and communication skills, with a focus on building customer relationships.
• Solid business and technical aptitude, with the ability to understand complex processes and customer needs.
• Data analysis skills to identify trends and provide insights.
• Proactive problem-solving approach.
• Ability to work effectively in a fast-paced environment.
• Willingness to travel up to 30%.
• Knowledge of enterprise-wide software solutions and current IT trends.

Bonus points

• A history of working effectively in multi-product companies that deliver complex solution is a bonus.
• Maritime experience would be very valuable for the role.
• Experience with an ERP solution.

What will you get in return?

• Competitive salary; : $70K – $90K depending on experience.
• Workplace flexibility for a balanced work/life approach.
• Comprehensive benefits package and wellness program.
• Generous company-paid vacation days and holiday time.
• Challenging, collaborative and diverse corporate culture.
• Ongoing opportunities for learning and career development.