Company Overview
Clarksons is the world’s leading provider of integrated shipping and offshore services, bringing our connections and experience to an international client base. Our intelligence adds value by enabling clients to make more efficient and informed decisions. Our global reach, local knowledge and expertise is what makes us unique.
To understand more about day-to-day life at Clarksons, and what you can expect from us as an employer, visit us at clarksons.
Role Summary
We are seeking a dynamic
Product Success Analyst to join the IT Support team, with a particular focus on the APAC region. This hybrid role blends user onboarding, product training, support, and business analysis. The successful candidate will play a critical role in the adoption and evolution of our core broking platforms by acting as a bridge between users and our product teams. This role is pivotal in embedding product expertise across our APAC offices while strengthening feedback loops into product development.
Key Responsibilities
Onboarding & Training
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-Develop and deliver training content focused on broking core applications
-Onboard new users across the APAC region and provide refresher training to existing staff.
-Build a scalable, consistent repository of product documentation and training materials, in collaboration with Product, L&D, and Marketing teams.
Stakeholder Engagement & Support
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-Establish strong working relationships with APAC stakeholders
-Provide second-line support for broking applications, aligning with local IT teams and global support frameworks.
-Act as the go-to contact for APAC-based user feedback, support queries, and training needs.
Product Collaboration
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-Collaborate with product managers and development teams to relay requirements gathered directly from regional users.
-Translate user needs into well-structured documentation such as user stories, change requests, and wireframes.
-Lead or support testing efforts and UAT sessions with brokers to validate upcoming changes.
-Contribute to the strategic direction of the Broking toolset by prioritising and refining feature ideas and enhancements.
Documentation & Continuous Improvement
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-Help drive a new approach to support documentation including user guides, quick-reference sheets, and in-app help content.
-Contribute to an iterative improvement process by monitoring product adoption and identifying areas for optimization.
Skills & Experience
Required:
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-Strong experience in or exposure to broking or shipping operations.
-Proven ability to deliver training, provide user support, and engage business stakeholders.
-Excellent communication and interpersonal skills.
-Highly organized with a proactive approach to problem-solving.
-Comfortable gathering and documenting product requirements.
Preferred:
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-Experience working in product, support, or onboarding roles within digital tools or enterprise platforms.
-Familiarity with Jira, Confluence, or other product management and support tools.
-Exposure to Agile methodologies and user-centric design approaches.
