Customer Operations Project Manager

About Us

DeepSea was founded to bring the latest AI technology to the shipping industry, to make it leaner, greener, and better connected. Our cloud platforms harness deep learning models trained on real-time data to enable our customers to optimise the routes, speeds, operation, and maintenance of their vessels, saving fuel, money, time and reducing environmental impact. Our talent is spread across Greece, the United Kingdom, the Netherlands, Romania and Thailand and we are growing quickly. Since July 2023, we're part of the Nabtesco group of companies, the world leader in motion control and automation.

We are a scale-up company - meaning you will be bringing us to the next level and deliver a tangible contribution to a more sustainable shipping world. There is no complex hierarchy nor long approval processes. We just deliver. You will be joining a company with highly skilled and smart people who love solving complex problems.

About the position

The Customer Operations department is responsible for ensuring our customers get the best value out of our products and effectively use them to make their vessels more efficient. This includes maintaining customer relationships, integrating with the customer’s onboard and cloud IT systems, configuring the product for use by the customer, providing expert advice and consulting with the customer on their use of the products, educating and informing them of important product information, providing support and resolving customer queries, and coordinating both outsourcers and teams within DeepSea who work on the above. They relay feedback from customers and their own expertise to help drive strategy, communications and product development.

As DeepSea continues its growth, we are seeking a highly capable and organized individual to serve as the Customer Operations Project Manager (PM). In this position, you will assume central ownership of our project management efforts, taking charge of the internal task management tool for the entire Customer Operations team. Your primary focus will be on ensuring seamless coordination among team members, adhering to timelines, and diligently documenting all open tasks. You will contribute in the implementation of our new Vessel Tracking and PM tool (Airtable). Your will create timelines for specific projects and ensuring they are delivered on time. You will report to the Customer Operations Director, and closely collaborate with the Customer Success Managers, the Instrumentation Engineers, the Voyage Operations team and the Customer Operation Engineers.

What you will do:

• Lead and monitor the internal task management tool for the whole team (Airtable, Jira or similar). Regular follow-up with all team members in order to ensure adherence to the timeline and documentation of all open tasks

• Structure and provide an up-to-date view for the new implementation of Vessel Tracking and PM tool (Airtable)

• Become the liaison between teams and departments for efficient client issue resolution and on-time responses

• Document and communicate new processes and consistent ways of working e.g. Support process across departments, Internal SLAs, tools (e.g. Confluence, Odoo, JIRA)

• Build a database of materials for the deployment of our platforms to our customers e.g. Onboarding presentation and list of cases based on the specifics of the client

• Support in arranging trainings for the team and coordinating internal improvement projects

• Take on the responsibility of fostering strong relationships with our partners and ensuring efficient communication.

• Create timelines for specific projects and ensure they are delivered on time- follow up with team members on tasks and deadlines and report efficiently the progress made

• Accountable for handling the invoicing for customer operations team

The ideal candidate will have:

• BSc or MSc in Engineering or similar qualification, MSc in Management/ Business would be considered a plus

• Strong analytical and problem-solving skills, systems mindset, and ability to map real-life processes into data schemas and workflows

• Familiarity with automation tools and platforms, ideally Jira and Airtable

• At least two years of experience in a similar role, preferably in a technology-driven environment

• Fluency in written and spoken English

• A project management certification will be considered a plus

• Excellent organisational skills

• Keen communicator

What we offer:

• Competitive remuneration package: Skill & experience-based salary. Eligibility for bonuses.

• Health Package: Private health and/or life insurance coverage and mental health benefit.

• Tech Equipment Package: Laptop and other policy-based equipment.

• Paid leaves: Paid study, emergency, and medical leaves.

• Learning and Development Package: Access to courses platform and eligibility for seminars, conferences and workshops.

• Team Building: Team outings and events.

• Flexibility: Great office space in the heart of Athens and flexible options.

At DeepSea, we are looking for people who share our values and are aligned with our mission. It is important to us to ensure that no-one who is eager and capable of contributing constructively to our team is excluded because of ethnic or social origin, gender or sexuality, age or family status, disability or medical conditions etc. Diversity is well-proven to be a vital characteristic of teams that succeed, so we do everything we can to make our environment welcoming and safe for everyone.