Client Success Lead

Job Opportunity with Nautilus Labs (New York, NY)

About Nautilus Labs:

At Nautilus Labs, we are revolutionizing global maritime operations by helping ship owners unlock the value of their data to continuously improve business outcomes. We are helping each client save 10% to 30% on their ships’ operational spend, while also dramatically reducing their carbon footprint. The maritime vertical touches 90% of global trade, and yet is only starting to go through digitalization. The opportunity is enormous.

We’re building a SaaS platform that unifies all data collected for each vessel along every voyage, so that clients can visualize and assess the performance of their entire fleet, regardless of the systems on board. On the ship, this often includes installing a small device that aggregates data directly from sensors and transmits it securely to the cloud. On the shore, it always includes an intuitive interface for the end-user, that surfaces insights and leverages machine learning to make recommendations about improving performance.

Why? It’s all about creating a model for the “dynamically optimized vessel”. Our industry-leading approach to deep learning analytics will help drive increasing levels of automation. The impact will lead to a massive reduction in total emissions within the industry, unlocking more profit for owners. From bending the cost curve of global logistics supply chains, to driving down global greenhouse gas production, and ultimately to leave a new legacy within the industry, the tech world, and for the environment that will outlast us all, Nautilus Labs is here to make a significant impact on the world.

 

About the role

To support our growth, we are seeking an individual who wants to lead our early efforts on client success. To start, this means being a rockstar individual contributor, who works tirelessly and closely with cross-functional teams to create a great client experience and drive growth within our existing user base. Long-term, this means having the passion and desire to help us build the systems and processes of the client success engine, and having the aspiration to coach up and mentor new members of the success team as we grow.

More than just being an account manager, you will play an elemental role in our long-term engagement lifecycle with clients. While you will have clear KPIs focused on securing and growing the user base and revenue streams, you will collaborate closely with Sales, Integrations, Product, and Engineering, while playing a key part in all of the following:

Onboarding and Enablement

  • Track and progress all new Nautilus Platform on-boardings to completion

  • Ensure that users engage with the platform deeply from their first login

  • Educate the client base on existing functionality and new features as they roll out

  • Build out our educational knowledge base for our clients

  • Understand power users deeply and disseminate best practices to the community

Retention and Support

  • Establish user groups to create communities within clients and across clients

  • Monitor client usage behavior and recommend underutilized functionality

  • Advocate for clients and address any hardware or software issues rapidly

  • Ensure that using Nautilus Platform is a best-in-class experience for our clients

  • Plan and execute client appreciation events and client marketing

Sales and Product

  • Build strong executive-level and user-level relationships within our existing clients

  • Understand deeply how their businesses work and what their needs are

  • Position value of new offerings and expand our installed base and user base

  • Be the Voice of the Customer and drive their insights into our product roadmap

  • Engage clients for the purposes of testimonials, references, and referrals

 

About You

Required:

  • 3 - 5 years of experience in Client Success, Account Management, and/or Sales.

  • Prior experience and deep belief in data-driven sales methodologies

  • Strong consultative approach to understanding clients’ needs

  • Interested in and adept at rapidly learning about a new industry

  • Strong written and verbal communication skills to generate client-facing content and dialogue

  • Willingness to roll up your sleeves and do whatever is necessary to delight our clients and make them successful

  • Ability to travel domestically and globally (10 - 25%+) to engage with clients

  • Results-driven strategic thinker who is able to thrive in an unstructured and fast-paced environment

  • Experience cross-selling new products within an existing customer base

  • Passionate about our mission and in changing the way a massive industry works

  • Personable, collaborative, thoughtful, empathetic, with a good sense of humor

Preferred:

  • Strong acumen for building and improving both client-facing and internal processes

  • Prior experience (2+ years) working at early-stage or growth-stage startups

  • Prior experience (2+ years) in SaaS and solution selling analytics tools

  • Prior experience (2+ years) working in the maritime industry with ship owner-operating companies  

 

Please apply using the form below or send an email to careers@nautiluslabs.co


Apply Now

Name *
Name
Phone *
Phone
Paste a download link to your resume and anything that matters (i.e. via Dropbox)
http://