Berlin-based Kaiko Systems GmbH was founded in late 2020 to make shipping safer, smarter, and more collaborative. We are turning manual work into actionable intelligence in the maritime industry. With a user-friendly mobile app, ship crews are able to continuously collect reliable technical data on the job. The automated, AI-based analysis then provides shore teams with data-based insights on risks and efficiency gains.

With reputable customers like Columbia Ship Management, Atlantic Lloyd, HS Schiffahrt and many more, we're geared for growth. We’re looking for professionals that will grow further with us, sharpening our edge in the industry.

As a Sr. Operations/ Customer Success Manager, you will be instrumental in ensuring our customers achieve their desired outcomes while using our platform. You will lead our customer success efforts, working closely with the leadership team. Your focus will be on building strong customer relationships, driving product adoption, and ensuring customer satisfaction and retention. The successful candidate will have knowledge and experience implementing software solutions and managing medium to large enterprises.

Key Responsibilities:

• Lead customer onboardings - Drive effective onboarding of new customers, ensuring a smooth transition and strong understanding of our product

• Drive customer engagement - through building and nurturing value-creating and scalable relationships, you develop a deep understanding of your clients’ and their goals. You guide and consult with them in order to drive their engagement and the activation of all our modules.

• Upsell - new modules/ products by leveraging your deep understanding of both the product and your customer's needs to identify new business opportunities

• Act as Product ambassador - working closely with internal stakeholders, you compile and communicate client feedback and act in an advisory capacity on current and future product features.

• Measure success and provide data insights - with the use of specific KPIs you aim to achieve and monitor revenue trajectory through, for example, key metrics such as product usage, SaaS uplift and renewals.

• Thrive for process excellence - by finding continuous improvements, designing and delivering upon the client journey touchpoints that will increase customer satisfaction and contribute towards long-term retention.

• 3+ years experience in (B2B) software implementation, project management and/or business analysis

• Proven experience in a proactive customer-centric role, ideally in a B2B setting

• Prior experience with account management and upselling products to medium to large clients.

• You are able to demonstrate continuous value to customers, leveraging new business opportunities and can confidently negotiate pricing, contracts and add-ons.

• You can engage with customers and build strong relationships based on trust in your recommendations and the ability to deal with issues that arise

• You are able to read, interpret and leverage data to prioritize customers, solve complex problems, identify upsell opportunities and retain customer happiness. You can recognise problems before they arise, and you challenge the status quo.

• You are able to manage multiple requests at the same time and prioritize accordingly. You have a structured way of working, employing efficiency and effectiveness in your day-to-day tasks.

• Being a good listener and empathetic with a quick and open mind

• Maritime knowledge/experience is a plus

• You have excellent English skills, additional languages like Norwegian, Mandarin, Greek, Russian, Ukrainian etc are a plus

• Willingness to travel

• Join a highly ambitious and talented team of experienced entrepreneurs & investors at a very exciting time in the company’s development, as we scale on the back of significant product market fit.

• Be at the forefront of digitalization in a critical global industry

• Great office in the heart of Berlin as well as flexible / remote options

At Kaiko Systems we are driving change in a key global sector. To get there we are guided by our core values:

• Embrace innovation and challenge the norm.

• Put genuine human interactions first.

• Commit to delivering quality from the outset.

• Take initiative and act with purpose.

• Foster an environment of mutual respect and teamwork.

• Prioritize clear and effective communication.

• Adapt and evolve, minimizing bureaucratic hurdles.

• Equip our team with the best resources, encouraging growth and feedback.