Meet Liam Smith : Customer Success Manager at Mintra

Meet Liam Smith : Customer Success Manager at Mintra

Overview

At Mintra, customer success is at the core of everything we do. Up until 2023, our customer service division focused solely on problem-solving, addressing the immediate needs of safety-critical workers and our clients. Ticking dockets. However, in 2023 Mintra separated the services and made the strategic decision to bring problem-solving to the forefront of everyone’s minds and make sure new clients hit the ground running with the creation of a team solely focused on Customer Success.

This new Customer Success Team sits within the Product Team and has made a significant shift to how Mintra looks after clients. Ultimately, they are responsible for ensuring best practices and retention for the Trainingportal platform. Their expertise means they are working with clients before they’ve even joined the business, anticipating challenges and streamlining the onboarding process to fit the unique needs of each client. This leaves the customer service team free to focus on the immediate needs of safety-critical workers as a matter of priority.

Location : Stonehaven harbour in North East Scotland

Responsibilities

• As a Customer Success Manager, Liam focuses on engaging with customers from the decision-making stage. He’s no longer ‘putting out fires’ but thinking proactively about customer care, building strong relationships, and ensuring a seamless journey for clients from the outset.
• Overseeing the migration of 20,000 seafarers or handling the transfer of 500 vessels.
• Today, Liam works closely with the commercial team to onboard new customers and manage their transition to Mintra, creating strategies and managing the projects to ensure a seamless experience. Building strong relationships with stakeholders, including crew managers, training managers, and IT teams, is a vital part of Liam’s role.
• Internally, he connects with the product, marketing, and development teams to focus on design and development improvements.
• He emphasizes versatility, switching between maritime roles and energy sector safety specifics to provide tailored support.

Background

Personal and Interests

Hailing from Stonehaven in Aberdeen, Liam enjoys sports, has academic interests in PE, Geography, and Science, and recalls playing football. He enjoys golf, walking his energetic cocker spaniel, roller coasters, and visiting some of the world’s top water parks.

“Mintra is a fast-growing company that puts its employees first, there is lots of opportunity to learn and progress. Now that I am fully focused on Customer Success, I can use everything I’ve learnt to support clients and their safety-critical workers on a much larger scale. I find that incredibly rewarding.”

Current Role

Today, Liam works closely with the commercial team to onboard new customers and manage their transition to Mintra, creating strategies and managing the projects to ensure a seamless experience. Building strong relationships with stakeholders, including crew managers, training managers, and IT teams, remains a vital part of his role. Internally, he connects with the product, marketing, and development teams to focus on design and development improvements.

Contact

If you’d like to learn more about Mintra and our Customer Success solutions contact info@mintra.com.

As the maritime industry accelerates its shift towards cleaner energy, the demand for knowledgeable, safety-conscious personnel is growing rapidly.

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