Customer Implementation Manager

Job Description

Maersk is seeking a highly skilled and experienced Customer Implementation Manager to lead the implementation of new customer accounts. This role will focus on medium to high complexity implementations with an extensive geographical scope, large business scale and significant impact. The successful candidate will bridge sales and operational activities, ensuring a smooth transition of new or additional business into the Maersk. You will be responsible for ensuring customer needs and expectations are met during the implementation phase and the start of service. Additionally, the role will involve reviewing existing accounts and operational processes to identify opportunities for improvement and optimization. The Customer Implementation Manager will also engage proactively in the sales process to ensure the operational viability of solutions and act as a sales differentiator.

Job Responsibilities:

Client Relationship Management

• Establish and maintain strong relationships with regional and global key clients at both strategic and operational levels
• Lead clients through the onboarding process, acting as the main point of contact for implementations and issue resolution
• Strictly manage project scope with clients, ensuring that the solution implemented aligns with the solution sold
• Conduct regular client meetings to discuss progress, resolve issues, mitigate risks, and explore development opportunities

Project Management

• Lead the overall implementation project plan across all geographies and functions
• Provide clear visibility of project status to internal and external stakeholders by establishing milestones, stage gates, and operational readiness criteria. Track progress and escalate issues and delays in a timely manner
• Set expectations and confirm agreements with internal and external stakeholders
• Manage risks from sales opportunity to stable operation, ensuring sustainable profitability and preventing “cure” situations
• Remove roadblocks and impediments to meet project timelines and customer requirements
• Establish and evaluate success criteria for the project, adjusting solutions and timelines as necessary throughout the implementation process
• Successfully close implementations based on mutually defined criteria between Maersk, the client, and internal teams

Operational Engagement

• Participate in the solution design process and develop innovative solutions to operational challenges
• Ensure operations are optimized and services are delivered with the highest quality standards

Commercial Engagement

• Review the commercial pipeline to identify potential upcoming client implementations
• Assess the operational viability of complex opportunities as part of the OMEB and TEB evaluation boards
• Contribute to securing new business by actively engaging in the sales process, presenting the implementation methodology, and demonstrating Maersk's competency in smooth onboarding

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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