Digital Application Manager, Customer Success

<p><span><span>Wärtsilä is a world leader in marine technology and leading the industry's transformation towards a decarbonised and sustainable future. With the world’s widest portfolio and service network, we – Wärtsilians - deliver efficient, safe and sustainable integrated products and solutions to enhance the business of our customers. The opportunities presented through digitalisation and new technologies are offering a new era of shipping. Did you know that shipping is the world’s most efficient mode of transportation and that 88% of the world's trade is carried by sea?<br/> <br/> We want to change the course towards an interconnected and cleaner maritime future and are constantly on the lookout for future-oriented talent to join our team and to work towards enabling sustainable societies through innovation in technology and services - together. Are you ready to jump onboard?</span></span></p> <p> </p> <p><span>In our Digital Customer Experience unit, which sits in Parts and Field Services organisation, Business Unit Development, we are looking for a new <strong>Digital Application Manager, Customer Success </strong>to manage, develop and coordinate digital sales development actions across Central Europe and the Nordics. This role is a blend of Business Development (promoting our digital solutions to customers in your region), and Customer Success (ensuring customer satisfaction and high levels of retention). Your top KPI will be growing the digital sales share in the spare parts context, by promoting our Wärtsilä Online platform and B2B digital commerce solutions to our customers and internal stakeholders. You will be a key link between our customers, our internal development teams and our stakeholders as we seek to improve our digital product offering. </span></p> <p> </p> <p><span>The Digital Application Manager will report to the Senior Digital Commerce Manager in Business Unit Development. You will be working alongside 3 other Digital Application Managers who are responsible for Americas, Middle East &amp; Asia and Southern Europe &amp; Africa, as well as a Digital Commerce and Data Expert.</span></p> <p> </p> <p><span>The preferred hiring location for this position is Finland, UK or Scandinavia. </span></p> <p> </p> <p><strong><span>What you will do:</span></strong></p> <p> </p> <ul> <li><span>Manage, develop and monitor digital sales development activities in Central Europe and the Nordics, contributing to increase the digital sales share for Marine and Energy businesses. </span></li> <li><span>Build positive relationships with the Regional and Area Sales Teams to identify target customers for digital onboarding.</span></li> <li><span>Understand the customer journey in spare parts procurement context, identify pain points and propose solutions that enhance the customer experience and value proposition of Wärtsilä Online and other digital channels. </span></li> <li><span>Increase awareness of Wärtsilä Online, ensure it provides added value for internal and external customers, and that it enables closer customer relationships and more efficient processes for transactional and agreement customers in your region.</span></li> <li><span>Develop and execute deployment plans for the digital commerce solutions, including go-to-market strategies, events, meetings, targeted marketing campaigns, and data analysis. </span></li> <li><span>Represent Marine and Energy customers towards our internal development teams. You will be responsible for identifying and defining process and product opportunities for Wärtsilä Online and B2B third party integrations, with the dual objectives of business growth and improved customer experience.</span></li> <li><span>Support our digital sales reporting to meet businesses needs and aid data driven decision making. </span></li> <li><span>Utilise Salesforce as per best practices and Wärtsilä guidelines, ensuring that digital commerce data and customer information is kept accurate.</span></li> </ul> <p><br/><strong><span>What you need to have:</span></strong></p> <p> </p> <ul> <li><span>Knowledge of modern digital product development, especially customer portals and third-party integrations</span></li> <li><span>Capability to build positive relationships with stakeholders and sales managers across your region</span></li> <li><span>Experience in a customer facing role, in acquisition context, or customer success, or retention</span></li> <li><span>Ability to onboard customers to digital channels and ensure that we support their lifecycle operations </span></li> <li><span>An aptitude for translating customer feedback into ideas that inform business strategy</span></li> <li><span>Salesforce and Power BI reporting &amp; analytical skills </span></li> <li><span>Excellent presentation and communication skills</span></li> <li><span>Fluency in verbal and written English</span></li> <li><span>Willingness to travel for business and face to face meetings occasionally </span></li> </ul> <p