Customer Success Manager

SRT Marine Systems plc (SRT) are a market leader in its domain of international marine surveillance technology and systems. We are respected, established and an ambitious multi-national company headquartered in the UK with a global customer base.

The company has a global impact in the marine domain by leading the next generation of maritime domain awareness technologies, products and systems that significantly enhance, security, safety and environment protection and sustainability. Our customers are worldwide and range from the largest national coast guards to individual vessel owners. SRT is an exciting company where high quality results are rewarded. We are ambitious and are constantly seeking to innovate to deliver better products and services to our customers. We strive to make SRT a rewarding and challenging place to work where talented hard-working individuals have the opportunity to make a real impact across the marine world.

This is NOT a Sales or Account Management role, the position is providing technical product support, continued integration and training on our product to our customer.

Due to the nature of the project, you will be required to work a rotation of "in-country" and "home" working. We are open to Expats; or those willing to work in the Middle East for this role.

Role Overview - Customer Success Manager

We are seeking an ambitious and talented person from a system type product training or product management background to join us as our Customer Success Manager, who will be trained to expert level on our system in order to provide frontline continuous operating support to our customer. You as our Customer Success Manager will be responsible for helping the customer to use and setup their SRT system to ensure they gain optimal benefit, including adhoc user related trouble shooting. You will also provide our product development teams with deep insight on how the customer is and wants to use our product so we can implement improvements.

Ideally your background can be from a sector such as – Police Operations, Air Traffic Control, Military etc, but your passion will be to deliver exemplary expertise to our project and customer. Experience in IT Product Management or IT Technical Training for complex computer applications would be prove beneficial in this role.

This is an exceptional opportunity for a talented person with the ability to understand complex product functionality and think outside of the box in order to support and coach the customer. You will work continuously embedded with the customer dealing with people of all levels in the role of Customer Success Manager.

Responsibilities - Customer Success Manager (not Exhaustive)

• Collaborate closely with clients to tailor system parameters, configurations and workflows to align with all strategic objectives and desired outcomes
• Analyse clients' operational workflows and challenges to recommend and implement optimised system adjustments that enhance efficiency and effectiveness
• Partner with clients to facilitate the seamless integration of their organisational processes within our platform, fostering comprehensive operational alignment
• Deliver frontline proactive user support and training to ensure clients can maximise system utilisation and achieve operational excellence
• Serve as a conduit for continuous improvement by providing actionable insights and recommendations on product enhancements and new features to our product management and development teams
• Conduct regular review sessions with clients to evaluate system performance, gather feedback, and identify opportunities for ongoing optimisation
• Maintain comprehensive documentation of client configurations, workflows, and support activities to ensure accurate records and facilitate future troubleshooting and updates

Requirements - Customer Success Manager

• Beneficial: Bilingual, English & Arabic
• Desirable: worked on behalf of a business delivering IT support to external customers within civil defence
• Strong interpersonal and communication abilities
• Quick learner with the ability to understand new concepts and products rapidly
• Experience in Product / System Management, or Training within complex computer applications or IT technology within maritime environments
• Professional, discreet, and customer-focused demeanour
• Demonstrated curiosity with excellent problem-solving skills

Benefits

• Excellent pay
• Long term career development opportunities
• Benefits package that includes private medical care

This role offers a unique platform to develop your skills in a dynamic, innovative environment while making a tangible impact on customer success. If you are passionate about technology, customer engagement, and continuous improvement, we encourage you to apply.

Please note - Commencement of role will be subject to Governmental Security Clearance and full back-ground checks being fully obtained, we reserve the right to withdraw offers if these are not fully attained