Specialist, Customer Experience

Job Description The Customer Success Specialist is responsible for the ABS Customer Success (CE) by positively affecting all aspects of the MyFreedom application suite (Portal, ABS App, and Smart Scheduler). This includes providing leadership on assigned development projects related to MyFreedom, along with the improvement and support of the existing platform and new capabilities. The position requires strong organizational skills, excellent communication, and troubleshooting skills, also the ability to establish positive client and internal team relationships. The acquisition, processing, and management of client feedback are also pivotal to the specialist's role in improving the CE. What You Will Do: Acts as a professional specialist for the organization in the facilitation of a seamless Customer Experience for clients accessing the MyFreedom applications to service their Digital Class needs. Project management for implementation of MyFreedom projects as directed. Responsible for all aspects of implementation projects including planning, execution, support, and follow-up on client issues. Supports the development and maintenance of client personas, segmentation, and journeys in support of delivering an optimal CE for portal users. Leverage analytics tools to derive insights on client behaviors, trends, and KPIs to facilitate data-driven decisions and backlog development Engages with MyFreedom users to resolve problems within areas of expertise. Meets and confers with all levels of software management to monitor customer satisfaction with company services/products and to provide input to project identification, prioritization, staffing, and scheduling to meet company needs and objectives. Communicates project status, customer concerns, etc. to senior management Provides leadership, guidance, and training to MyFreedom users, internal stakeholders, and the CSC. Promotes the services and capabilities of MyFreedom to customers and internal stakeholders Gathering requirements to improve the CE by conducting market research supported by ongoing client engagement, internal process owners' input, and competitor product surveys. Working and partnering across departments, primarily IMS, and Marketing & Communications, and various business process owners in coordinating product development, maintenance, and change management activities. Confer with clients, determine, and itemize needs of their business processes that require adaptation of internal systems. Participate in the final phases of new system functionality testing to ensure correctness and compliance with client's requirements. Maintain and update projects and support items in the related artifact management systems. What You Will Need: Education and Experience A Bachelor's degree or equivalent is required. Minimum three (3) years of experience with software development, client experience, or installation/deployment, including remote client support is preferred Certified Product Owner preferred Certified Scrum Master preferred Analytics Training (Google or Azure) preferred Knowledge, Skills, and Abilities Ability to learn new online systems quickly, and understand interactions between cross-domain platforms, data streams, and workflow optimization. Adept in translating client needs into system capabilities. Knowledge of UI/UX best practices and optimization strategies Knowledge of computer programs or software packages related to job responsibilities. Agile Software Development training or related experience is a plus Excellent communication skills (written and oral), and ability to effectively interface with external clients and internal stakeholders at all levels of the organization. Ability to analyze problems and propose solutions. Responsiveness to customers. Team player with a synergistic mindset adept in navigating matrixed organizations. Ability to develop a working knowledge of ABS Rules, Guides, statutory regulations, and related instructions, as well as the ABS Employee Safety Policy. Reporting Relationships: Reports, as assigned, to a Manager, Director, or Executive level position. About Us We set out more than 160 years ago to promote the security of life and property at sea and preserve the natural environment. Today, we remain true to our mission and continue to support organizations facing a rapidly evolving seascape of challenging regulations and new technologies. Through it all, we are anchored by a vision and mission that help our clients find clarity in uncertain times. ABS is a global leader in marine and offshore classification and other innovative safety, quality, and environmental services. We're at the forefront of supporting the global energy transition at sea, the application of remote and autonomous marine systems, cutting-edge technical solutions, and many more exciting advancements. Our commitment to safety, reliability, and efficiency is ever-present, guiding our clients to safer and more efficient operations. About Our Benefits ABS Bureau proudly offers a variety of industry-leading benefits designed to enhance the life and well-being of our employees and their families. These benefits include, but are not limited to, medical insurance (PPO and HD), dental and vision insurance, Health Savings Account (HSA), Flexible Savings Account (FSA), life insurance, accidental death and dismemberment insurance, disability leave programs, parental leave program, paid holidays, and paid vacation time. The Company provides an Employee Assistance Plan (EAP) that offers support in personal wellness, including work-life services. ABS Bureau also offers a 401K plan with a generous company match, subject to plan requirements. Equal Opportunity ABS Bureau is committed to the equal employment opportunity of its employees and prohibits discrimination against any employee or qualified applicant based on race, color, creed, religion, national origin, sex, gender identity, age, disability, marital status, sexual orientation, citizenship status or veteran status, or other non-work-related characteristics that may be protected under the law of the Federal Government or specific state employment laws. Notice ABS and Affiliated Companies (ABS) will not pay a fee to any third-party agency without a valid ABS Master Service Agreement (MSA) authorized and signed by Human Resources. Any resume, CV, application, or other forms of candidate submission provided to any employee of ABS without a valid MSA on file will be considered property of ABS, and no fee will be paid. Other This job description is not intended, and should not be construed, to be an all-inclusive list of responsibilities, skills, efforts or working conditions associated with the job of the incumbent. It is intended to be an accurate reflection of the principal job elements essential for making a fair decision regarding the pay structure of the job. #ogjs

Created: 2026-03-04