Head of Customer Lifecycle Management at Wärtsilä

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