Customer Success & Solutions Specialist

StormGeo; Manila; Hybrid; PHP 670,000 - 1,339,000; Full time

Benefits offered by this job

Hybrid Work Model

Global mission

International development opps

Job summary

StormGeo is seeking a Customer Success & Solutions Specialist to support APAC customers across StormGeo RAS Services. You will act as a primary contact, understand needs, guide on services, and build strong relationships while collaborating with internal teams to improve customer experience and AI-enabled processes.

The role involves handling inquiries, assisting new clients, and promoting effective solutions.

Qualifications

• Fluent English; Mandarin is an advantage.
• Excellent communication and interpersonal skills.
• Customer-focused and proactive with relationship-building ability.
• Strong analytical and problem-solving skills.
• Good organizational and time-management skills; able to multitask.

Responsibilities

• Handle customer enquiries via Shipping Support Queue with timely, accurate responses.
• Assist new clients and ensure smooth rollout of StormGeo services.
• Own customer issues; coordinate follow-up and escalate complex cases.
• Guide customers on StormGeo services and recommend suitable solutions.
• Build and maintain positive customer relationships with proactive engagement and follow-up.
• Perform validation checks and investigate discrepancies for APAC customers.
• Support training and improvement of AI models; identify AI-driven process improvements.
• Assist Sales and Customer Success with product knowledge and guidance.
• Collaborate across teams to address customer needs and drive company projects.
• Gather customer feedback and report recurring issues for service improvements.
• Participate in team training, knowledge sharing, and continuous improvement initiatives.

Skills

English fluency

Communication skills

Customer focus

Problem solving

Time management

Analytical thinking

Interpersonal skills

Team player

Mandarin advantage

Tools

Microsoft Office

CRM software

Job description

The Customer Success & Solutions Specialist supports customers across the APAC region, on StormGeo RAS Services and associated solutions.

This role serves as a key point of contact for customers—understanding their needs, providing guidance, resolving enquiries, and helping them gain greater value from StormGeo’s services. The specialist will build strong customer relationships and work closely with internal teams to deliver positive and consistent customer experience. This role will also contribute to improvements in customer service, internal processes, and the use of AI.

This role can be based in any one of our APAC offices.

Main Responsibilities

• Manage customer enquiries received through the Shipping Support Queue, providing timely and accurate responses.
• Supporting new clients and ensuring smooth roll out of services
• Take ownership of customer issues, coordinate follow-up, and escape complex cases when required.
• Guide customers on StormGeo services, recommending appropriate solutions based on their needs.
• Build positive customer relationships through proactive engagement, clear communication, and regular follow-up.
• Validation checks and investigating identified discrepancies for APAC customers
• Support the training and improvement of AI models
• Identify opportunities to improve customer-service processes through AI, automation, and other efficiency initiatives.
• Support Sales and Customer Success activities by providing product knowledge and solution guidance.
• Cross collaboration addressing customer needs and support company projects.
• Gather customer feedback and report recurring issues to support service improvements.
• Participate in team training, knowledge sharing, and continuous improvement initiatives.

Core Requirements

• Fluent spoken and written English, proficiency in spoken Mandarin is an advantage.
• Strong communication and interpersonal skills.
• Customer-focused, proactive, and able to build positive working relationships.
• Strong analytical and problem-solving skills, with good attention to detail.
• Good organizational and time-management skills, with the ability to manage multiple priorities.
• Knowledge of commercial shipping and vessel operations is desirable.
• An interest in AI, automation, and process improvement.
• Proficiency in Microsoft Office applications.
• Collaborative team player with a willingness to learn and develop.

Company Offers

• Global mission - Every day, we enable our clients to navigate a changing environment by unlocking the value of data.
• Smart, creative, and innovative environment, where you'll work alongside a talented and supportive team of professionals.
• Hybrid Work Model.
• International development opportunities to support your professional growth.

We value diverse perspectives and welcome candidates from all backgrounds and industries. StormGeo offers a stimulating international environment where we challenge, encourage, and support each other. Get a glimpse of our culture and what it’s like to be part of our team by watching this short video: StormGeo.