Implementation & Support Specialist - Maritime Tech Industry

Nextvoyage Maritime Software; Portugal; Remote; EUR 30,000 - 45,000; Full time

Job summary

A maritime technology company is seeking an Implementation & Support Specialist to join their remote team. The successful candidate will lead client onboarding, provide ongoing support, and create documentation to enhance client experiences in the maritime tech industry. Required qualifications include 2+ years of experience in customer-facing roles and proficiency in data-oriented tools like Excel and PowerBI.

Qualifications

• 2+ years of experience in customer-facing onboarding, support, or implementation roles.
• Experience with CRM systems and project management tools.
• Business-level written and verbal English skills.

Responsibilities

• Lead and coordinate the onboarding process for new clients.
• Serve as the primary point of contact for clients, addressing inquiries promptly.
• Create and maintain accurate product documentation.

Skills

Customer onboarding

Client support

Data analysis

CRM systems

Communication skills

Tools

Excel

PowerBI

Project management tools

Job description

Implementation & Support Specialist - Maritime Tech Industry

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Position: Implementation & Support Specialist - Maritime Tech Industry

Location: Portugal – Fully remote

Experience: 2+ years

Working Hours: 7:00 AM – 4:00 PM (Portugal time)

We seek a highly motivated and detail-oriented Implementation & Support Specialist to join our team. The successful candidate will play a pivotal role in ensuring the satisfaction and success of our clients within the maritime tech industry.

Our software product, called “nextvoyage”, empowers maritime shippers to optimize their businesses with a complete end-to-end freight management platform.

Responsibilities

• Implementation – Lead and coordinate the onboarding process for new clients, ensuring a smooth transition from sales to implementation and providing comprehensive training and guidance on our software solutions.
• Support – Serve as the primary point of contact for clients, addressing inquiries and concerns in a timely and professional manner, including triage, reproducing, and prioritizing reported software issues for timely resolution by the Engineering team.
• Documentation & Knowledge Management – Create, maintain, and enhance product documentation to ensure it is accurate, up-to-date, and valuable for both clients and internal teams.

As you grow with us, you will…

• Advocate for clients’ needs and priorities internally, ensuring that their voices are heard and addressed within the organization.
• Proactively monitor and analyze client software usage to identify common challenges, share insights with the Product team, and recommend enhancements to improve usability and client experience.

Qualifications and Relevant Experience

• 2+ years of experience in customer-facing onboarding, support, or implementation roles for ERP SaaS solutions or maritime Voyage Management System (VMS) software solutions
• Experience in building data-oriented deliverables, such as Excel reports, PowerBI Dashboards, or scripts used to call on web API
• Experience with CRM systems and project management tools
• Business-level written and verbal English skills
• University-level degrees are not a requirement
• Experience in Chartering, Operations, Post Fixture, or Voyage Accounting in the Maritime Bulk Shipping industry is considered a plus.

The best candidates will demonstrate

• Self-motivated and results-oriented, with a passion for delivering exceptional customer experiences and driving and ensuring smooth onboarding and support.
• Interest in engaging within the broader maritime technology space, including building networks with technology partners and other industry participants.
• A proven track record of building and maintaining strong client relationships, ensuring successful onboarding and effective product usage.
• Excellent communication, presentation, and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels.
• Experience collaborating with multiple stakeholder groups within a client organization to achieve cross-functional goals.
• Strong analytical and problem-solving abilities, with a keen attention to detail and a data-driven approach to decision-making.
• Ability to work independently in a remote environment, while also collaborating effectively with cross-functional teams and stakeholders across different time zones.

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