SRT Marine Systems plc (SRT) is a fast growing and ambitious company headquartered in Bath, UK, that is making a global impact in the marine domain. We are 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 meritocracy, where high quality results are rewarded. We are ambitious and are constantly seeking to innovate to deliver better products 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, and on themselves through personal financial rewards and job satisfaction.

We have an exciting opportunity for a Regional Customer Success Manager to cover Kuwait.

Responsibilities

The main responsibility of a Regional Customer Success Manager is to train, coach and support our customers on how to operationalise and use our maritime surveillance and management system.

The successful candidates will be customer focused individuals and team players who are motivated by providing service excellence to our clients within their assigned region.

• Development and maintenance of a strong, professional customer / SRT relationship,
• Working alongside the Product Management Team to define and create an initial concept of operation and system configuration document for each project
• Coaching of the customer team to ensure expedient adoption of both concept of operation and training delivered
• Developing and facilitating workshops with the customer teams on the systems and evaluate the success of the initial adoption and focus on improvements to be made and implemented.
• Creating the Site and System Acceptance Test Plans and gaining agreement by the Customer in cooperation with the In-Country Program Manager
• Acting as the “voice of the customer” internally and leverage feedback/insights to drive the customer experience.
• Communicating roadmap recommendations to our customers in collaboration with the Sales & Marketing team to enable growth
• Analysing and monitoring customer data to draw insights and optimisations and improve customer experience.
• Driving efficiency in our client relationships and demonstrate a tenacious spirit that is adaptable, doesn’t accept the status quo and won’t allow the current landscape to be a blocker to driving long term customer value

Requirements

• Minimum of 7 years’ experience in a technical customer-facing success and / or relationship field.

• Strong, demonstrable coaching and mentoring skills and delivery experience

• Experience of Concept of Operations methodologies and the development and implementation of configuration documentation and settings.

• Smart thinker, innovator, inspirer of customer loyalty.

• Excellent and demonstrable leadership and communication skills.

• Experience of successfully managing and positively influencing challenging customers

• Positive, self-starter and team player with skills to continually improve the customer experience.

• Ability to digest complex data and relay it to customers in a manageable, consistent, clear and concise way.

• Excellent presentation and meeting facilitation skills including small to medium groups.

• Demonstrable success in thinking strategically, executing tactically whilst providing consistent and high-level customer satisfaction and retention in a fast-paced, dynamic environment.

• Trusted Adviser