Customer Success Specialist Digital Product and Innovation

Customer Success Specialist

Job Level:

Professional Level 3 Digital Product & Innovation

Location:

Chengdu Shanghai Local

The purpose of Maersk is to improve the life for all by integrating the world. To achieve this Maersk has set up the Integrator Strategy in which technology plays an important role elevating and supercharging almost every aspect of how we serve our customers and operate our networks. Aligning with Maersks ambition to offer customers a whole new digitized end-to-end experience that offers comprehensive visibility recommendations and actions to optimize their end-to-end supply chains the pivotal role of our Digital and Commercial organizations lies in enabling the journey towards success.

As Maersk China Digital Product and Innovation Team specializing in innovative digitalization we are working with customers to:

Co-create supply chain solutions Provide insights and demonstrate the value of data Optimize and re-engineer operational workflows Improve customer satisfaction Reduce cost to serve Explore new business models Leverage AI automation and emerging technologies to unlock new customer and business value

Purpose of the role

As a Customer Success Specialist in Maersk China office you will be part of the Digital Product and Innovation Team responsible for the maintenance governance expansion and replication of incubated digital solutions. You will help define and deliver the value proposition to customers ensuring that our solutions generate measurable business outcomes and sustainable customer impact.

You are expected to be an outstanding expert of the solutions we offer and a trusted business partner for our customers. You should be able to identify insights value opportunities and improvement ideas from market intelligence customer interactions operational data and day-to-day solution usage.

In this role you will also explore how AI-powered analytics automation GenAI tools and digital workflows can help customers improve decision-making enhance operational efficiency and uncover the value of digitalization.

If you are passionate about working in an entrepreneurial environment exploring and developing new ideas into digital products keep reading!

We offer:

• Our team is comprised of individuals from a variety of backgrounds and cultures bringing a wealth of diverse perspectives to the table.
• We are taking advantage of the best of both worlds enjoying the small-company atmosphere of a software and innovation organization while benefiting from the resources of a larger enterprise.
• We provide the autonomy to impact and modify the methods and procedures we use to deliver digital solutions to our business and customers.
• We provide opportunities to participate in conferences workshops customer co-creation sessions innovation forums and meetups and to establish strong partnerships with leading organizations in China.
• We provide exposure to practical AI automation data analytics and digital transformation initiatives where ideas can be tested validated and scaled.

Key Responsibilities:

• Deliver on the value proposition promised to customers continuously and keep solutions competitive in the market by identifying articulating and driving change or iteration requirements and uncovering the value of data.
• Keep incubated solutions running smoothly with good quality high satisfaction level and lower cost through proactive and reactive engagement with users internal stakeholders and external technology vendors.
• Collaborate with a wide range of stakeholders including customers business product owners product/project managers technology teams and external vendors to define monitor and drive Objective & Key Results as well as Service Level Agreement of the solutions.
• Drive the incubated solutions from 0-1 to 1-N by defining and implementing scale-up strategies that include customer acquisition and retention and extension or replication of solutions to a wider group.
• Day-to-day interact with customers to solve their problems in using the solutions we offer and ensure a high-quality customer experience.
• Identify customer pain points and business opportunities that can be addressed through digital products AI-powered analytics automation GenAI tools or emerging technologies.
• Support customer adoption and value realization of digital and AI-enabled solutions including user enablement feedback collection adoption tracking and continuous improvement.
• Translate customer observations operational frictions and data insights into practical improvement ideas product requirements or innovation use cases.
• Utilize BI tools customer intelligence and AI-assisted analytics to proactively identify risks opportunities adoption trends and improvement areas.
• Ensure digital and AI-related solutions are operated in line with company requirements on responsible AI data privacy information security compliance and customer trust.
• Challenge the way of working and solution all along the way.

Who we are looking for:

• Ability to effectively communicate and influence key stakeholders to support solution optimization process improvement and operational excellence with a customer-centric mindset.
• Consistently demonstrates insightful behavior seizing every opportunity to deepen the understanding of customers through data analysis customer-facing activities and solution usage insights and able to turn small observations and clues into powerful customer insights.
• Strong interest in digital innovation AI automation GenAI tools and emerging technologies with curiosity to explore how they can create customer and business value.
• Ability to identify customer opportunities and convert them into practical digital AI-enabled or automation use cases.
• Ability to translate business requirements into digital solution requirements and communicate technical concepts to non-technical stakeholders.
• Understanding of data governance responsible AI information security and data privacy principles is preferred.
• bility to work under pressure good team player.
• Fast learner with active listening skills.
• Good verbal and written skills in both Chinese and English and the ability to present information clearly and concisely.
• At least three years of proven experience in B2B customer success product excellence product operation digital transformation business analysis or a related role in a digital environment.
• Experience in Logistics and Shipping Industry is preferred.
• Three years of digital product management product operation or customer success background is preferred.
• Good data analysis capability with BI tools such as Power BI Tableau or similar platforms and data operation languages such as SQL or Python.
• Experience applying AI/ML models predictive analytics GenAI tools or AI-assisted analytics to generate business insights is a plus.
• Ability to dig out insights from continuous data analysis and convert them into practical business recommendations is a plus.
• Optionally application support manager experience is preferred.

Stakeholders:

• CEN/Reginal: Platform IT Ocean/Logistics Products Marketing Customer Experience
• GCA: ALT GCA all functions
• External: Digital Giants Digital Startups Incubations Venture Capitals Industry Pioneers on innovations AI / automation solution providers and strategic customers or co-innovation partners

Maersk is committed to a diverse and inclusive workplace and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race colour gender sex age religion creed national origin ancestry citizenship marital status sexual orientation physical or mental disability medical condition pregnancy or parental leave veteran status gender identity genetic information or any other characteristic protected by applicable law.
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