Enterprise Customer Value Manager

This is a fully remote position, open to applicants in United Kingdom, +1 more state.

📋 Description

• Acquire an in-depth understanding of customers’ ORBCOMM solution footprints, asset coverage, expenditures, use cases, workflows, and priorities.

• Create account-specific Customer Value Profiles that document solution usage and the operational or financial value.

• Identify and quantify value drivers such as asset utilization, dwell time, operating costs, detention/demurrage, visibility, cargo protection, maintenance efficiency, and manual labor.

• Transform product usage and customer feedback into ROI narratives that support renewals, executive engagement, reference calls, and due diligence.

• Collaborate with Sales and Product teams to discover opportunities for recurring revenue growth per asset.

• Analyze product and service adoption gaps and identify potential expansion opportunities.

• Assist account teams in promoting digital, analytics, and service offerings.

• Monitor progress towards revenue-per-asset growth objectives.

• Conduct customer health assessments that cover adoption, satisfaction, business value, executive engagement, renewal risks, and expansion potential.

• Develop strategies to advance priority accounts towards reference-ready status.

• Prepare executive-level customer summaries, value narratives, QBR materials, and internal account briefs.

• Identify risks and coordinate actions with Sales, Product, Support, and Customer Support Operations.

• Execute structured customer discovery and support business reviews focused on value realization, adoption, ROI, and future opportunities.

• Align customer success initiatives with commercial account plans.

• Represent the customer perspective internally while communicating market needs, product gaps, and value opportunities.

• Ensure clear transitions between CVM, Customer Support Operations, Sales, Product, and Support.

• Participate in internal account reviews.

• Utilize CRM, reporting tools, and dashboards to record account insights, value drivers, adoption gaps, and growth opportunities.

⛳️ Requirements

• Over 7 years of experience in customer success, account management, solution consulting, business operations, strategic customer engagement, or a complex customer-facing role.

• Proven experience supporting large, intricate enterprise B2B clients with executive, operational, technical, commercial, and regional stakeholders.

• Background in maritime, ocean shipping, container logistics, intermodal transportation, transportation technology, logistics, telematics, supply-chain visibility, fleet technology, or a related operational field.

• Capability to comprehend customer workflows, business challenges, and operational value drivers.

• Commercial mindset with the ability to spot expansion opportunities.

• Excellent communication skills, including the ability to produce executive-ready summaries and customer-facing value narratives.

• Proficient in cross-functional collaboration with Sales, Product, Support, Finance, and Operations teams.

• Strong analytical skills and comfort with customer data, product usage, ARR, asset counts, adoption metrics, and account health indicators.

• Experience in supporting QBRs, executive reviews, customer success plans, or strategic account planning.

• Proficiency in leveraging AI-enabled tools and automation.

• Commitment to ongoing learning in digital and AI literacy.

• Willingness and ability to travel throughout the UK, Ireland, and Europe; occasional international travel outside the region may be necessary.

• Direct experience with ocean carriers, shipping lines, container operators, ports, terminals, freight providers, maritime technology companies, or complex transportation and logistics customers is strongly preferred.

• Knowledge of maritime and container operations, including asset visibility, reefer/cold-chain monitoring, dwell time, detention and demurrage, cargo protection, equipment utilization, intermodal movements, or container maintenance.

• Experience with ARR, recurring revenue models, product adoption, expansion strategies, and revenue-per-asset or revenue-per-unit economics.

• Familiarity with ROI modeling, value-realization frameworks, customer value assessments, executive business reviews, or enterprise customer advocacy programs.

• Experience in a private-equity-backed, transformation-oriented, or value-creation-focused business environment.

• Ability to convert complex technical products, data, and operational workflows into customer recommendations, measurable outcomes, and executive-level value narratives.

🏝️ Benefits

• Comprehensive health and wellness coverage.

• Paid time off.

• Retirement or savings programs.

• Flexible work arrangements.

• Insurance coverage.

• Lifestyle perks.

• Access to employee discounts.

• A collaborative and innovative work environment.

• Accessibility accommodations throughout all stages of the selection process.