Customer Success Manager

We have a vision larger than the ocean: to be a true integrator of container logistics connecting and simplifying our customers’ supply chain.We count on our people to make it happen.

At Maersk, we're not afraid to drive change or reinvent ourselves. As a result of this, our Global Service Center (GSC) in Asia has partnered with Americas region to create a new GSC hub in the Americas based in Mexico City, Mexico and a dedicated GSC satellite center in Santos, Brazil.

These new locations are designed to enhance our customer experience by being even closer to them, facilitating multi-lingual and scalable talent availability, enable standardization of processes all while supporting our customers’ growing needs.

As, you’ll play a vital part in will lead the CSP Managers in providing strategic direction & guidance to set the team up for success both now and in the future.This leader will have 3-5 direct reports with 8-10 team members per CSP Team. The total scope of the Customer Success Manager would be between 24 and 40 FTE depending on the team.

We Offer:

We offer you exciting career opportunities with an international reach to further expand your experience through our diversity-focused and award-winning talent development initiatives.

Energizing and pioneering, this is also an environment that keeps you motivated. You’ll be joining a values-led, genuinely diverse, and talented team that is passionate and inspiring, while supporting each other.

We strive to deliver the right environment for the right people while fostering a culture of fairness, mutual respect, responsibility, and care for our business and our customers.

We have a competitive compensation and benefits package. Our talent policies are recognized world-wide as one of the best in the industry and we continue to look for new ways to invest in our people through ongoing personal and professional development initiatives.

We value the diversity of our talent and will always strive to find opportunities to unfold your potential. We’re proud of that and we see it as a genuine source of strength for building high performing teams.

Key Responsibilities  

• Manage the Customer Success Partner Managers and their corresponding teams 
• With the other Senior Manager(s) and Director of Customer Success, drive the strategic direction of the team 
• Ensure the teams are set up for success both now and in the future 
• Drive Engagement 
• Drive Standardization and be impactful in the rollout of new systems and processes. 
• Ensure client managers are supported using the standard channels and build long-term trusting relationships with the customers to ensure they realize their full value from their investment with Maersk 
• Coordinate with One Team Sales to ensure the support on transactional process execution is working as expected 
• Drive invoice quality by understanding root causes and correcting issues 
• Drive customer Net Promoter Score 
• Review customer compliance and provide insights to client managers 
• Ensure there is a smooth execution of account management activities to develop customer relationships and promote retention 
• Drive Allocation improvements and standardization

Accountabilities  

• Customer NPS 
• Engagement 
• Contract management 
• Allocation 

Primary internal stakeholders (key interdependencies)  

• Vertical Leads 
• Director, Customer Success 
• Head of Sales Operations
• Client Managers 
• Product managers 
• GSC Execution teams 

Primary external stakeholders  

• Customers 

Required experience & skills  

• Bachelor’s Degree in Business or related industry preferred 
• Proven ability to lead a team 
• Proven ability to lead a team through change 
• Minimum 5 years of experience in Customer Success or relevant management experience 
• Team Management 
• Commercial knowledge. 

Parameters for Success (key measures)

Shared  

• Customer NPS 
• Volume (FFE) 
• L&S GP 
• Deliver on Sales Outstanding’s 

Individual  

• Contract Compliance 
• Engagement 

If you have been reading so far, we’re glad to see you are interested!

Use your skills to make a difference and join a global leader as we embark on an industry-defining digital transformation that will revolutionize trade! Apply now!

Learn more about us

A.P. Moller-Maersk is an integrated logistics company working to connect and simplify our customers' supply chains. As the world leader in transportation services, we operate in 130 countries and employ around 70,000 people. Learn more about us at:

Maersk is committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. We value and encourage diversity and solicit applications from all qualified applicants without regards to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, veteran status, gender identity, genetic information, or any other characteristic protected by federal, state, or local law.

A.P. Moller - Maersk is an integrated logistics company. We go all the way to connect and simplify global trade for a growing world.

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. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [email protected] .

About Us

A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information click here.