Steed Barrat

Sr Cx Specialist - E-commerce & Onboarding @A.P. Moller - Maersk

Miami-Fort Lauderdale, FL, US

Own and manage customer relationships from the point of sale through a successful onboarding implementation.Develop measurements to help understand the impact of the successful implementation.Gather and document client’s needs and business requirements, in collaboration with Sales and Customer Experience teams, to ensure that each piece of the onboarding journey meets clients\' expectations.Build content and resources for customers and internal stakeholders to be used for education and drive rapid adoption.Identify and disseminate any process gaps, both to our clients and to internal teams as needed.Create and maintain onboarding plan, meeting minutes, monitoring milestones completion, tracking all phases of the onboarding lifecycle (e.g. functional requirements, technical specifications, deadlines, etc.)Collaborate closely with stakeholders to regularly review Onboarding deliverables and deadlines.Take sole responsibility for customer satisfaction; own and manage all customer training needs.Strong focus on planning and execution of ideas for training and client onboarding.Lead, coordinate and conduct webinars and Maersk.com training sessions with CX Managers and Sales.Execute on current standard while identifying opportunities for innovation.Understand and be familiar with local KPIs and act in line with set targets; drive continuous improvement opportunities.Successfully transfer the customer relationship to the Customer Experience Partner after onboarding.Always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values

University of South Florida

Pre-Medicine/Pre-Medical Studies