Lloyds List Intelligence are the trusted experts delivering transparent and actionable maritime data empowering 60,000 professionals around the globe to make confident decisions that drive the safe, efficient, and lawful movement of trade by sea. Our advanced analytics, artificial intelligence, and industry expertise transform our unparalleled data into unique insight delivered through data and analytics services, news and commentary, and publications.
We have teams working across the globe in data and analytics, product management, editorial and market analysis, technology, marketing, sales, and customer success.
Role Profile
We are currently looking for a Senior Customer Success Executive to join our global team and play a key role in our success in 2025 and beyond. Your main role will be onboarding, training, supporting, and helping our customers to make the most of their subscriptions.
This is a full-time permanent role and will report to the Customer Success Manager. This role is working remotely in Belgium. We will consider other remote working colleagues in Northern Europe.
Key Responsibilities
- Accountable for Customer queries through to satisfactory resolution in line with processes, KPI’s and Customer focused First best practices.
- Ensuring that all activities with clients are logged in the relevant CRM system.
- Engaging with Customers through Inbound and Outbound calls, ensuring communication is clear and concise, actively listening, questioning, and summarizing learnings and next steps.
- Onboarding new Customers, building a trusted relationship, driving usage, agreeing on a training plan, and demonstrating our service success value them.
- Stakeholder training and engagement with those at various levels of seniority demonstrating the value of service/s.
- Regularly reviewing Customer usage and continually improving a plan/project on usage increase and implementation.
- Escalating queries with proposed solutions for improvement.
- Manage Customer expectations with empathy, providing clear instructions and guidance.
- Ensuring key enhancements to the product/s or service/s are clearly communicated and understood by users via email, web-based training, and conversations.
- Constantly improve our Industry knowledge around trends, and developments and use those insights to improve the efficiencies of the service we offer.
- Attending weekly team meetings, 1:1 and other meetings to stay up to date with business goals, ambitions, and performance.
- In addition to the above, this role may also be required to help with projects and workload as determined by business needs and the Manager.
Who we are looking for…
- At least 12 months experience in a customer support role
- Previous experience working with APIs, platforms or shipping tracking data
- A proven track record in working with Senior Leaders in multi-national companies.
- Proficiency in written and spoken English
- Proven experience in building successful relationships both internally and externally
- A passion for delivering excellence to Customers
- Someone who listens and can articulate complex solutions in a simple and concise way and with a relentless focus on attention to detail.
- Experienced in working with CRM systems (SFDC is preferable)
- Adaptable and quick to learn new systems and processes
- Collaborator who loves to help others and work as part of a Team
- Problem-solving attitude
- Confident in sharing ideas and opinions
- Always looking for opportunities to learn, grow, is curious and loves change
Our Promise to You – Benefits
- Day off for your birthday
- Work anywhere policy (up to 4 weeks per year, subject to approval)
- Up to 4 days paid volunteering
We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most, but not all of the skills or experience we're looking for, please go ahead and apply. You could be just what we need!
We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, we are proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, colour, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.
Please let us know of any adjustments we need to make for you to show us your best self.
