Specialist, Customer Experience

American Bureau of Shipping•Houston, TX

About The Position

The Customer Success Specialist is responsible for the ABS Customer Success (CE) by positively affecting all aspects of the MyFreedom application suite (Portal, ABS App, and Smart Scheduler). This includes providing leadership on assigned development projects related to MyFreedom, along with the improvement and support of the existing platform and new capabilities. The position requires strong organizational skills, excellent communication, and troubleshooting skills, also the ability to establish positive client and internal team relationships. The acquisition, processing, and management of client feedback are also pivotal to the specialist’s role in improving the CE. What You Will Do: Acts as a professional specialist for the organization in the facilitation of a seamless Customer Experience for clients accessing the MyFreedom applications to service their Digital Class needs. Project management for implementation of MyFreedom projects as directed. Responsible for all aspects of implementation projects including planning, execution, support, and follow-up on client issues. Supports the development and maintenance of client personas, segmentation, and journeys in support of delivering an optimal CE for portal users. Leverage analytics tools to derive insights on client behaviors, trends, and KPIs to facilitate data-driven decisions and backlog development Engages with MyFreedom users to resolve problems within areas of expertise. Meets and confers with all levels of software management to monitor customer satisfaction with company services/products and to provide input to project identification, prioritization, staffing, and scheduling to meet company needs and objectives. Communicates project status, customer concerns, etc. to senior management Provides leadership, guidance, and training to MyFreedom users, internal stakeholders, and the CSC. Promotes the services and capabilities of MyFreedom to customers and internal stakeholders Gathering requirements to improve the CE by conducting market research supported by ongoing client engagement, internal process owners’ input, and competitor product surveys. Working and partnering across departments, primarily IMS, and Marketing & Communications, and various business process owners in coordinating product development, maintenance, and change management activities. Confer with clients, determine, and itemize needs of their business processes that require adaptation of internal systems. Participate in the final phases of new system functionality testing to ensure correctness and compliance with client’s requirements. Maintain and update projects and support items in the related artifact management systems.

Requirements

A Bachelor’s degree or equivalent is required.
Minimum three (3) years of experience with software development, client experience, or installation/deployment, including remote client support is preferred
Ability to learn new online systems quickly, and understand interactions between cross-domain platforms, data streams, and workflow optimization.
Adept in translating client needs into system capabilities.
Knowledge of UI/UX best practices and optimization strategies
Knowledge of computer programs or software packages related to job responsibilities.
Excellent communication skills (written and oral), and ability to effectively interface with external clients and internal stakeholders at all levels of the organization.
Ability to analyze problems and propose solutions.
Responsiveness to customers.
Team player with a synergistic mindset adept in navigating matrixed organizations.
Ability to develop a working knowledge of ABS Rules, Guides, statutory regulations, and related instructions, as well as the ABS Employee Safety Policy.

Nice To Haves

Certified Product Owner preferred
Certified Scrum Master preferred
Analytics Training (Google or Azure) preferred
Agile Software Development training or related experience is a plus

Responsibilities

Acts as a professional specialist for the organization in the facilitation of a seamless Customer Experience for clients accessing the MyFreedom applications to service their Digital Class needs.
Project management for implementation of MyFreedom projects as directed.
Responsible for all aspects of implementation projects including planning, execution, support, and follow-up on client issues.
Supports the development and maintenance of client personas, segmentation, and journeys in support of delivering an optimal CE for portal users.
Leverage analytics tools to derive insights on client behaviors, trends, and KPIs to facilitate data-driven decisions and backlog development
Engages with MyFreedom users to resolve problems within areas of expertise.
Meets and confers with all levels of software management to monitor customer satisfaction with company services/products and to provide input to project identification, prioritization, staffing, and scheduling to meet company needs and objectives.
Communicates project status, customer concerns, etc. to senior management
Provides leadership, guidance, and training to MyFreedom users, internal stakeholders, and the CSC.
Promotes the services and capabilities of MyFreedom to customers and internal stakeholders
Gathering requirements to improve the CE by conducting market research supported by ongoing client engagement, internal process owners’ input, and competitor product surveys.
Working and partnering across departments, primarily IMS, and Marketing & Communications, and various business process owners in coordinating product development, maintenance, and change management activities.
Confer with clients, determine, and itemize needs of their business processes that require adaptation of internal systems.
Participate in the final phases of new system functionality testing to ensure correctness and compliance with client’s requirements.
Maintain and update projects and support items in the related artifact management systems.