Head of Customer Lifecycle Management NEW

Job description

We are looking for a Head of Customer Lifecycle Management with a main responsibility in leading the day-to-day Customer Lifecycle Management function.

The preferred location for this position are Helsinki in Finland and Göteborg in Sweden, Hamburg in Germany, Copenhagen in Denmark, Athens in Greece, Fareham in UK and Singapore.We offer a possibility to hybrid work.

Your role and responsibilities 

As the manager, your work will focus on these responsibilities:

• Lead the day-to-day Customer Lifecycle Management function
• Own activation of agreed services and retention of accounts (delegated to team), ensuring customer queries, requests and renewals are addressed in a timely manner
• Identify contractual risks (legal, contractual, operational, commercial, financial) and drive corrective measures in compliance with the contract, supported by team
• Drive successful upsell and cross-sell to existing accounts
• Oversee relationships with key accounts, including representation in high-level meetings and support the team to maintain successful customer relationships
• Provide insights for leadership on customer trends and risks to influence product/service development and commercial strategy
• Implement and drive strategies ensuring customers are satisfied with Voyage products & services
• Implement and drive strategies to enhance the operational responsibilities of the Customer Lifecycle Management team
• Track account profitability and address concerns where improvement actions are needed, supported by team
• Implement processes to reduce churn and increase Net Revenue Retention
• Build strong working relationships across internal teams, such as, but not limited to; Sales, Support teams, Finance, Legal and Product teams
• Recruit, coach and develop the Customer Lifecycle Team, including performance reviews and target setting
• Track team performance through accurate reporting and key indicators, identify gaps, and put improvement actions in place
• Develop and implement tools to track customer experience (CX), satisfaction (CSAT), usage metrics, churn signals, etc

To be successful in this role, you should have:

• BSc. /MSc. in Business & Management or Engineering & Technology field, or equivalent working experience
• Minimum 5 years of working experience as Customer Success Manager, Project Manager or Contract Manager
• Previous experience with digital applications/solutions such as Fleet Management systems in Maritime business is seen as strong advantage
• Customer oriented mindset with effective relationship building skills
• Great communication skills, both verbal and written
• Fluent in English, both verbal and written
• Ability to implement new operational models for agreement-based business
• Ability to maintain multiple agreements and customer relationships simultaneously
• Have strong business and customer focus
• Strategic sales-oriented mindset