UK - Customer Success Executive (Internal Only)

Who We Are:

At Inchcape Shipping Services, our vision is to create a connected world where customers can trade successfully and make informed decisions in every port, everywhere. We achieve this by combining our worldwide infrastructure with local expertise, through our global network of more than 250 proprietary offices and a team of over 3,000 dedicated professionals. Our diverse customer base includes owners and charterers in the oil, cruise, container, and bulk commodity sectors, as well as naval, government, and intergovernmental organisations.  

Role Summary:

At Inchcape, our Customer Success team is responsible for ensuring customers achieve their desired outcomes from OneCape services. 

As a Customer Success Executive you will manage a number of individual, high profile customer contracts with the aim of; enhancing our customer retention, improving our customers experience, building customer relationships to foster customer loyalty, and liaising with the sales team to support business development. 

Contract type: Permanent

Location: Remote, UK

In line with company policy, Inchcape does not provide visa sponsorship for candidates and cannot consider applicants who will require this now or in the future. 

Key Duties and Responsibilities:

• Provide support to customers as part of a customer service desk to address system or other enquiries.  
• Act as the direct customer contact for a number of key customers to take feedback on our processes and systems. 
• Set up and deliver customer specific processes.  
• Ensure a smooth handover from the Implementation team to BAU operations. 
• Respond to customer requests regarding workflow and system modifications. 
• Support the execution of customer agreements and vendor contracts effectively. 
• Engage in the testing of new system updates. 
• Produce reports on system utilisation and customer KPIs. 
• Support hub operations and DA teams to resolve customer complaints. 
• Collaborate with product teams on enhancement requests. 
• Provide training for users on systems and optimising workflows. 

Who you are:

• Communication – able to effectively communicate with internal and external customers, able to translate concepts and ideas into workable objectives.
• Commercial focus – able to see opportunities to better deliver customer and business objectives and drive revenue and ensure customer retention.
• Reporting and analytics – able to translate data on team performance into business metrics and deliver against KPI measurements. 
• Stakeholder management – working with internal customers to deliver system developments and roll these out to existing customer base. 
• Thorough understanding of the OPTIC Hub core system, OneCape system, and report server. 
• Experience in testing the OPTIC system and familiarity with Unit 4 and integration configurations. 
• Knowledge of customer setups at the hub, disbursement account procedures, and operational parameters of ports. 
• Experience working with shipping companies to address workflow requirements. 
• Basic knowledge of product management to understand enhancement needs. 
• Experience of customer success roles, account management or technical support (desirable).
• Able to troubleshoot issues, liaise with development teams and deliver support to our customers (desirable).

You will receive:

• A competitive salary
• Cycle to Work scheme
• Employee discount scheme for retail/travel/leisure
• Discounted cinema tickets
• Life assurance cover
• Remote GP and second medical opinion service which gives you, and your family members that live in the same household, timely access to medical advice 24/7, 365 days a year
• Contributory company pension scheme
• Full Employee Assistance Programme including access to care support covering work, family, relationships, money and health
  
• Team building days

Plus, much more!

Why Inchcape Shipping Services?

We believe in building a diverse and high-performing workforce, that works together to provide our customers with the exceptional service they deserve. To reach the highest standards we depend on our people, their welfare, training, and expertise. We realise the value of our staff and know that your unique experiences, skills, and passions will help you to build a rich and rewarding career in our dynamic industry.

Our values are at the centre of everything we do, and the successful candidate will be expected to demonstrate and fully adopt these: 

Global Perspective - we connect the world and see the bigger picture. 

The Power of People - we rely on the strength of local agent knowledge and relationships. 

Progress - we adopt new thinking and push for positive change in our industry. 

Inchcape is an Equal Opportunities Employer - equality, diversity, and inclusion are at the heart of everything we do. Working in a diverse society, we recognise that our customers, colleagues, and contractors are central to our success. 

#WeAreInchcape

Additional Information:

Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work documentation depending upon your geographical location. 

To protect the interests of all parties, Inchcape will not accept unsolicited or speculative resumes from recruitment agencies and will not be responsible for any fees associated with them.

#LI-DNI