Director of Managed Services, Voyage Optimization

About Nautilus.

Nautilus is building artificial intelligence to advance the efficiency of ocean commerce. We deliver technology to help shipping companies minimize fuel consumption, maximize operational efficiency, and optimize fleet performance. By arming ship owners and operators with real-time predictive decision support, Nautilus is reducing greenhouse gas emissions and making global trade sustainable.

Ocean shipping consumes over $100 billion dollars of fuel every year, and up to 30 of it can be saved. For owner-operators, reliance on manually collected and analyzed data makes it difficult to optimize fleet performance in real-time. By providing a unified data platform that leverages machine learning, Nautilus helps its clients make better decisions to maximize the return on each ship and every voyage. For our clients, this means they drive closer collaboration, greater transparency, and stronger accountability across their global teams every day.

About You.

Client Success owns the client relationship post-sales. The team's goal is to maximize client value with every interaction including pre-sales support, ship activation, onboarding/training users, uncovering valuable data insights, monitoring client health, and identifying upsell opportunities. The team consists of Client Success Managers who work with a set of named accounts, Integrations Specialists who handle ship integrations, and Data Analysts who use the tool to derive insights to help clients optimize their fleets. Together these teams are responsible for empowering our clients to become expert users and achieve amazing results.

We are looking for a Director of Managed Services to help us build out a scalable process for executing Voyage Optimizations. This role would start as a player-coach who can run our existing processes while implementing process improvements to streamline the system moving forward. Voyage Optimization is a hugely valuable product and we’re excited to bring someone on to help us transform it into an industry.

This position is based in New York, and the VO team includes hubs in Singapore and Paris, as well. Collaboration with the rest of the Client Success team is critical for the success of this role; as such, flexibility with working hours will be required in order to have meetings with these different time zones. 

Outcomes For This Role.

• Lead a growing team of analysts to deliver Voyage Optimizations including setup, flawless execution and wrap-up reports. 
• Establish and track key KPIs and SLAs for running Voyage Optimizations
• Ensure clear and consistent communication with the rest of the Client Success team, including support ticket documentation, escalation of data issues and on-time delivery of wrap-up reports.
• Collaborate with Product and Engineering to design and implement automation and process improvements required to scale the workflow
• Support Client Success managers in external meetings, representing the impact that Voyage Optimization has provided and the areas where the process can be improved

Proficiencies.

• 4+ years of management experience working in client-facing support and / or services roles, especially in setting up and running an international team
• Track record of success implementing and improving processes over time 
• Experience in setting up and complying to Service Level Agreements
• Empathetic, positive attitude - excited to contribute to a positive team culture
• Excellent written and verbal communication skills
• Ability to partner cross-functionally, across time zones while providing timely updates to internal stakeholders
• Strong organizational skills with the ability to prioritize and meet client-driven deadlines
• Self-motivated and resourceful, ready to learn new skills along the way
• Bonus if you have shipping operations experience!

Our core values.

Get ready to join a group of diverse, smart, talented, and driven individuals. We are looking for people who are motivated by environmentalism and a future where shipping is sustainable and safe. A team member joining Nautilus is...

• We are THOUGHTFUL, with a bias towards action.
• We are an INCLUSIVE crew, and we are not passengers along for the ride.
• We are DIRECT and we ask the tough questions.
• We EMPATHIZE with humanity.

You may join as a Remote Crew Member, or as a member of the NYC Hub. In the NYC Hub, we expect to be in the office 2 days a week, beginning in January 2022. We are currently hiring in eastern and central timezones. 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.