Navis is one of the worlds’ leading critical information technology solutions provider, managing and optimising the flow of goods within facilities in the supply chain. They are a global software leader in marine terminals, widely used to help automate container movement in terminal and yard environments.
Headquartered in Oakland, CA, USA, with customers in over 50 countries, Navis combines industry best practices with innovative technology and world-class services which enable marine terminal operators worldwide to maximize performance with reduced risk.
The Regional Vice President of Customer Experience plays a key leadership role within the Navis Customer Operations organization, as well as managing Customer Service and Support teams within Asia Pacific. The RVP Customer Experience will work across Asia Pacific to implement and manage customer success programs designed to deliver a superlative customer experience at each point of the customer’s interaction.
As the senior customer relationship executive in Asia, this person will take primary responsibility to ensure each customer has a successful relationship with Navis. The RVP will have a comprehensive view of the customer relationship and take steps to ensure his/her managers and staff address customer relations properly and professionally.
This role will provide strategic thought leadership in helping to translate customer experiences and insights into tangible business goals for Navis and capabilities for customers.
With a focus on driving customer success, the right candidate must be able to influence and work collaboratively with internal leaders in Customer Support, Product Operations, Professional Services, Product Management, Sales and Marketing in order to develop a best-in- class experience which results in increased customer loyalty and retention.
In addition to strategic contributions and leadership, the RVP will lead a team of functional and/or sub-regional Support Mangers and teams. These Support teams will manage day to day handling of customer support cases. The RVP will ensure the local managers and teams achieve performance and quality metrics and adhere to established Customer Support processes. In addition, this role will actively manage executive level customers, and work to resolve escalations, particularly with high-priority situations.