Customer Success Manager

• Manage Maersk Line, Limited’s existing contracts while driving business growth across the Asia Pacific region.
• Strengthen customer relationships and promote MLL’s service offerings.
• Oversee daily operational execution and ensure compliance with MLL and U.S. government regulatory frameworks.
• Foster cross-functional collaboration and provide ongoing coaching and support to local teams.
• Ensure smooth execution of cargo for US Government container shipping customers, including US Military, Food Aid, Military Household Goods, US Government Project shippers, and Foreign Military Sales.
• Oversee and drive regional customer experience initiatives.
• Formulate and implement strategies to improve operational efficiency and effectiveness.
• Cultivate and sustain relationships with U.S. Government customers and other stakeholders.
• Act as the primary coordination point for customers and export-side projects, including face-to-face quarterly connections.
• Identify opportunities and resolve customer pain points with cross-functional teams.
• Train and mentor Maersk colleagues, focusing on contractual compliance and legal regulations.
• Assist the V&E Manager in identifying and developing new service offerings through OTO, PCO, and tenders.
• Ensure On Time Delivery for U.S. and non-U.S. Military cargo.
• Perform root cause analysis and implement corrective actions for continuous improvement and cost reduction.
• Lead or contribute to strategic projects assigned by leadership.
• Book all types of US Government Cargo.
• Track and report US Government Cargo end to end.
• Coordinate end-to-end documentation for US Government Cargo.
• Communicate with global intermodal and operational teams to ensure compliant handling of US Government cargo.

Customer Success Partner – US Military Cargo

• Own a portfolio of direct B2B accounts, driving renewal, retention, and learner engagement
• Onboard new customers and administrators and launch programs quickly
• Drive learner activation during the first weeks of programs
• Monitor usage data and identify at-risk accounts and low-engagement cohorts
• Run targeted interventions to improve engagement
• Deliver data-backed business reviews demonstrating program ROI and next steps
• Partner with Marketing on engagement campaigns and challenges
• Identify expansion signals and partner with Sales on expansion opportunities
• Communicate product gaps and recurring customer pain points to Product and Engineering
• Maintain accurate account, renewal, and activity records in HubSpot for reliable forecasting
• Collaborate with Sales, Marketing, and Product as part of the Speak for Business team