Job Description

Join Marcura as a Customer Success Manager, Marcura Claims – A Remote-First Opportunity with Flexible Work Culture

About Us

Marcura was founded 23 years ago by two visionary entrepreneurs. Our mission has always been to revolutionize digital processes within the global shipping industry. We achieve this by putting our customers first and creating innovative solutions that make a real-world impact. Our team is diverse, dynamic, and dedicated to driving forward a more efficient, tech-enabled future in maritime.

With over 650 customers across 53 countries, an energetic team of 980+ members worldwide, and ambitious growth targets for 2025, we’re poised for continued success. Now, we’re looking for talented individuals who are as committed to excellence as we are to join us in this exciting journey.

About the Role: Customer Success Manager, Marcura Claims

Your Day-to-Day Will Involve:

The Customer Success function is a service team that supports customers through their onboarding and digital transformation journey.

The individual is expected to be an active contributor and team member. Combining coaching with execution.

• Support onboarding and help prepare Engagement tools which can be used to reduce manual onboarding activities, such as Welcome Tours
• Become an Intercom tool super user. Drive initiatives and procedures for optimal use of the Intercom product
• Setting up and managing user engagement rules in Intercom
• Setup, execute and report on user surveys
• Close collaboration with VP CSM to ensure Support and Engagement tools are supporting CSM scope and their customers in the most optimal way
• Close collaboration with Analytics Team to ensure appropriate data on customer support and engagement flow into PowerBI, for a consolidated view on a customer
• Proactive engagement services, reaching out to end users to motivate optimal usage and helping customers get more value from Laytime Desk and Laytime Desk Digital platforms
• Take an active lead on team efficiency and value generation
• Build and maintain a knowledge database (articles, FAQ’s, known issues, etc) which can be used internally as well as by customers
• Managing tickets (incidents, issues, support requests)
• Lead initiatives to optimize support processes and tools and align same with ITIL principles
• Actively collaborate with WIKIports, DA-Desk and other teams to derive learnings to the benefit of customers

Qualifications We’re Looking For:

• Maritime education and/or practical experience
• Bachelor’s degree in computer science, Information Technology, or similar
• Maritime education and/or practical experience from global 24x7 environment will be a benefit.
• Ability to study a situation, derive and structure learnings, and present in an easy understandable manner.
• 3+ years practical shipping experience.
• Experience with managing customer support and interactions.
• Team leader skills and experience.
• Working knowledge with Microsoft Office Suite
• Customer Orientation
• Organizational Skills
• Presentation Skills
• Business Acumen
• Customer service
• Adaptability
• Communicating with Impact
• Customer Centric Personality
• Attention to Detail

Why Marcura? Here’s What We Offer:

• Competitive Salary and Bonus : We reward your expertise and contributions.
• Remote-First Culture : Work remotely with occasional in-office events and project days to foster collaboration and team spirit.
• Inclusive Onboarding Experience : Our onboarding program is designed to set you up for success right from day one.
• Marcura Wellness Zone : We value your work-life balance and well-being.
• Global Opportunities : Be part of an ambitious, expanding company with a local touch.
• Monthly Performance Support : Our modern performance management framework empowers you to reach your full potential.
• Diverse, Supportive Work Culture : We’re committed to inclusion, diversity, and a sense of belonging for all team members.

Our Vision and Values

Marcura’s innovative products continue to shape the maritime industry, enhancing productivity and creating a positive, lasting impact. By automating repetitive tasks, we empower maritime professionals to focus on more strategic, rewarding work. We’re proud of our progress in diversity, particularly in increasing gender representation in a traditionally male-dominated industry. At Marcura, we believe in hiring exceptional people and fostering a workplace where everyone can thrive.

Ready to make a difference in a rapidly growing, global tech company? Apply today and let’s chart the course forward, together.

For more information about our journey and mission, visit our website and LinkedIn pages.

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