Ocean Technologies Group
Success Specialist
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Department: Operations
Location: UK- London
Description
🚢 Discover OneOcean: OneOcean is a unified brand born from the integration of OneOcean and Ocean Technologies Group. Owned by Lloyd’s Register, an organisation with more than 260 years of trust, integrity, and leadership at sea, OneOcean combines the agility and ambition of a fast-moving innovator with the strength and stability of one of the world’s most trusted maritime institutions. At the heart of OneOcean is a portfolio unlike any other in maritime. A comprehensive, integrated portfolio built on years of expertise, trusted by thousands of maritime professionals around the world.
🎯 Our Mission: Our mission is clear. In the race to zero emissions, our research, advisory, and technical expertise and industry-firsts are supporting a safe, sustainable maritime energy transition. Today we are a leading provider of classification and compliance services to the marine and offshore industries, helping our clients design, construct, and operate their assets to accepted levels of safety and environmental compliance.
🔍 Why Join OneOcean Crew?
- Legacy & Innovation: We were created more than 260 years ago as the world’s first marine classification society to improve and set standards for the safety of ships.
- Global Impact: Our digital solutions are relied upon by more than 30,000 vessels, following the acquisition of OneOcean in 2022 and Ocean Technologies Group in 2024.
- Product Offering: Covering five proven product areas - learning, fleet operations, compliance, voyage planning, and performance management - supporting its customers from ship to shore, from training and people operations, to voyage compliance and optimisation.
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🧠Navigating the position: Success Specialist
The Success Specialists oversee Tier 1 customer complaints and remain consistent with customer needs, supporting training requirements for the Service Managers and assisting to resolve complex queries escalated by the shift manager.
- They stay close to the Shift Managers to ensure escalation and approval processes are optimized and followed, maximizing satisfaction but minimizing manual touch points.
- They understand all customer order management requirements and input into suitable documentation of these.
- They support the Customer Success Manager and Service function with interfacing processes to ensure best practice and optimized automation, including ensuring outfits remain up to date.
- The Success Specialist plays a key role in process governance and the generation of revenue to maximize every opportunity to support termination follow-up, renewals tracking against revenue target, and providing important knowledge into New Product and Processes and Best practice behaviours.
Please note this is a 16 months fixed term contract
🚢 Your Voyage Ahead:
- Be the escalation point for Service Shift Managers for complex case resolution
- Oversee and coordinate Tier 1 Service complaints to resolution
- Own and Execute Complaints Management Process
- Forecast regional renewals and track against target
- Termination Management – UKHO Transfers, follow up with IHS, create leads, and account cleansing
- Commercial Overview Management
- Oversee outfit half-yearly checks
- Define and Audit Success Management Processes
- Align with Service Management function on process interface with Success
- Oversee Business System cleanliness (Customer notes, contracts, contacts)
- Support New Product and Service process implementation
- New Business Line – qualifying and generating Leads
- Regs Commonspot – activations and user renewals
- Exemplary understanding of all in-house and external supplier / customer systems / portals
- Strong product knowledge and understanding
- Be an active member of the “Service Management” knowledge base regionally and globally interface with the QA team
- Travel within the UK and overseas may be required and is considered an occasional feature of this role. Requests could be made at short notice.
- Any other task determined necessary by line management.
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🚢 Recommended to Bring on Board:
- Attention to detail
- Customer-facing soft skills
- Strategic understanding
- Commercial understanding
- Communication: Excellent listening, presentation, and written/verbal communication skills at all business levels. English mandatory. Other languages will be considered as assets.
- Customer-focused urgency
- Self-motivation and energy
- Teamwork
- Problem / Query Management
- Knowledge of the shipping / marine industry an asset.
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