Windward
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About
Windward is a Maritime AI company providing a decision support platform to accelerate global trade. Its AI-powered solutions offer actionable insights and Organization Defined Risk tailored to workflows, optimizing operational readiness and supply chain risk management. The platform helps identify new business and trading opportunities and supports data-driven decisions. Solutions include Ocean Freight Visibility, exception management, risk and compliance, Windward as a Service, BI & Analytics, MDA, early detection, entity management, MAI Expert, and advanced intelligence. Windward serves trading and shipping, supply chain & logistics, and government & public sectors, offering API Insights and data integration. The company is publicly traded on the London Stock Exchange and has offices in London, Washington D.C., and Tel Aviv.
Platform
Task
Features
• maritime ai™ risk & compliance
• exception management
• organization defined risk
• maritime ai™ insights
• windward as a service (waas) bi & analytics (business intelligence and analytics), mda (maritime domain awareness), early detection, entity management, mai expert™, advanced intelligence
• vetting
• vessel eta
• ocean freight visibility (ofv)
Job Opportunities
Customer Success Manager – Silver Accounts
Windward uses Maritime AI to provide actionable insights for risk management and global trade optimization across various sectors.
Education Requirements:
Bachelor’s degree in Business, Marketing, or a related field
Experience Requirements:
At least 2 years prior experience working as SMB CSM in SaaS vendors
Experience with negotiating and closing renewals, expansions and upsells
Demonstrated experience working with smaller clients and providing a light-touch, personalised approach to client interactions, using automation
Proven ability to manage multiple relationships and prioritise tasks effectively
Strong communication and interpersonal skills, with the capability to build rapport and convey complex ideas in a simplified manner
Other Requirements:
Proficiency in using Salesforce
Advantage with experience using Customer Success platform
Proficiency in English
Willing to Travel to customers, when needed – up to 20%
Hybrid work – expectation to be in the office 3 times a week
Responsibilities:
Manage a portfolio of smaller clients under the “Silver” support agreement, being the primary point of contact for all renewal, upsell, and retention activities
Responsible to manage Customer Life Cycle and Accounts growth
Customer Data Analysis: Analyse customer data, including product usage metrics, customer feedback, and other relevant data points, to identify trends, patterns, and areas for improvement. Utilise this information to develop actionable insights and strategies to enhance customer success and overall satisfaction
Monitor and follow up on payment/invoicing and support
Cross-Functional Collaboration: Collaborate closely with various internal teams, including Sales, Customer Success, Product, and Support, to ensure a seamless customer experience. Provide insights and recommendations to cross-functional teams to improve customer satisfaction and retention
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Customer Success Manager UK
Windward uses Maritime AI to provide actionable insights for risk management and global trade optimization across various sectors.
Experience Requirements:
4+ years of experience in a Customer Success / Account Management role
Experience with working in SaaS companies with global enterprise customers – a must
Experience with Maritime domain – a major advantage
Experience in value based discussions and commercial negotiations with customers
Experience working with product and R&D management
Other Requirements:
Willingness to travel to multiple locations worldwide, up to 30% of the time
Excellent interpersonal and communication skills, from users to high-level executives; quick learner, curious, creative, and open-minded
Experience working with Customer Success supporting systems such as SalesForce, CS Platforms and training tools
Familiarity with B2B customers and business processes – is an advantage
Additional languages other than English – an advantage
Hybrid work – expectation to be in the office 3 times a week
Responsibilities:
Manage clients’ accounts directly on both strategic and operational levels: technical, business, support, and product
Trusted customer advisor and value creation
Responsible for Account Management and relationship
Responsible for renewal negotiations and maintaining a low Gross Churn
Main expert contact Provide the voice of the customer internally Train customers on the different solutions and use cases client at onboarding and ongoing Upsell/expand existing customers installed base Introduce and assimilate new features Work closely with the Delivery, Support, R&D, Product, Marketing and sales teams
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Technical Support Engineer
Windward uses Maritime AI to provide actionable insights for risk management and global trade optimization across various sectors.
Experience Requirements:
At least 3 years of experience in customer\technical support in SaaS companies
Experience working with product and R&D teams
Experience working with Customer supporting systems such as SalesForce, FreshDesk and JIRA
Ability to prioritize tasks based on urgency and importance
Ability to multitask, prioritize and manage time effectively
Other Requirements:
Data analysis – good technical understanding and experience with Data analysis and investigation tools, REST API, GraphQL, SQL, Postgres, Rockset and Mongo
Understanding/Experiences in scripting languages: Java, Python, JavaScript and TypeScript
Critical thinker and problem-solving skills, motivation to learn new skills and technologies, good time-management skills
Availability to work on Friday a few times per month
Fluent written and spoken English, Hebrew, additional languages an advantage
Responsibilities:
Investigate complicated customer complaints up to root cause solutions
Escalate, investigate, and resolve Tier 1\2 level customer queries
Act as a consultant and offers solutions for customers’ problems
Track and manage your work record until resolution
Work with all R&D groups, CSM and product management
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