Technical Customer Success Manager

About us

DeepSea was founded to bring the latest AI technology to make the world of shipping leaner, greener, and better connected. Our cloud platforms harness deep learning models trained on real-time data to enable our customers to optimize the routes, speeds, operation, and maintenance of their vessels, saving fuel, money, time and reducing environmental impact. DeepSea talent is spread across Greece, the United Kingdom, Romania, Thailand and Japan and we are growing quickly.

We are a scale-up company – meaning you will be bringing us to the next level and deliver a tangible contribution to a more sustainable shipping world. There is no complex hierarchy nor long approval processes. We just deliver. You will be joining a company with highly skilled and smart people who love solving complex problems.

About the position

You will be end-to-end responsible for the experience of a group of DeepSea’s customers – shipping companies and charterers, beginning when they first sign up for a trial and throughout their journey with our company. Your goal will be to enable each customer to get the most value from our products.

You will develop relationships with key stakeholders and users within the customer, educate them on using our products to optimise their vessel performance and on the value they are getting from them, liaise with them throughout the delivery process, collect their feedback and build and maintain engagement with the product with a view to driving continued use and upsells. At the same time, you will coordinate internal resources to ensure the products are delivered effectively and on time and that product and engineering departments are aligned with customers’ needs and requirements for the future of the products. This will involve project management and coordination of engineering, support, and installation teams, both in-house and outsourced.

Our products are used by shipping company engineers and captains to optimise the technical operations and navigation of their vessels based on our in-house developed AI and optimisation algorithms. You will need to gain a good understanding of our products and act as a champion of the AI-driven approach to vessel performance optimisation.

Requirements

• Experience as a Customer Success Manager/Account Manager/Customer-facing Project Manager in a B2B software solution provider

• Engineer’s degree in Marine Engineering, Naval Architecture, Mechanical Engineering or related field

• Understanding of the shipping industry and the needs and relationships between shipowners and charterers

• Experience coordinating multi-disciplinary engineering teams and cross-organisation stakeholders to effectively deliver complex technical projects

• Experience in a customer-facing role which involved establishing and maintaining relationships with decision makers within corporate customers, understanding their needs and influencing them to drive adoption

• Ability to establish and maintain relationships with and co-ordinate multi-disciplinary and cross-organisation stakeholders to effectively deliver projects on time in a fast-paced and fluid startup environment

• Proven ability to manage multiple concurrent projects and adjust to frequent changes in project priorities

• High-level understanding of configuration, data & processes

• Previous experience with shipping or the wider maritime sector is highly desirable

What we offer

You will be part of a dynamic team focused on delivering results and continuous improvement while disrupting the industry, and will also receive:

• Competitive remuneration package: Skill & experience-based salary and eligibility for bonus or additional employee benefits.

• Health Package: Private health insurance coverage and mental health – therapist benefit

• Tech Equipment Package: Laptop and other policy-based equipment

• Paid leaves: Paid study, emergency, and medical leaves.

• Learning and Development Package: Access to courses platform and eligibility for seminars, conferences and workshops

• Team Building: Team outings and events. Paid trips to our offices to meet the team physically, if not based in Athens

• Remote Flexibility: Great office space in the heart of Athens and remote option. Fully remote option for the non-Athens-based

At DeepSea, we are looking for people who share our values and are aligned with our mission. It is important to us to ensure that no-one who is eager and capable of contributing constructively to our team is excluded because of ethnic or social origin, gender or sexuality, age or family status, disability or medical conditions etc. Diversity is well-proven to be a vital characteristic of teams that succeed, so we do everything we can to make our environment welcoming and safe for everyone.