Customer Success Manager Rail (m/f/d)

작업 내용

Your mission

• | The ideal Customer Success Manager role is the primary point of responsibility and accountability to ensure we maximize value for our customers (industrial railway shippers, railway undertakings and rail forwarders). You will act as a trusted advisor, bringing best ideas, innovations and capabilities to the customers and matching these to the customer’s business goals to drive greater business value. As the primary point of contact, you are responsible for orchestrating all customer activities. Furthermore, you will ensure product improvements according to customer feedback * Onboarding & training of customers
• Ensure complete ramp-up of new customers to Rail-Flow solutions * Conduct onboardings and trainings (web-based and on-site)
• Customer Service & Product Development
• Receive regular customer feedback and actively place these and own ideas with the respective internal contact (e.g. Product Owner) for a continuous product improvement in the interest of the customers
• Conduct and evaluate customer surveys
• Support building up customer success management: Support with development and layout of the process building up a customer success management department with the aim of customer care and expansion of customer relations
• Manage communication structures and products
• Review and adapt knowledge base, tutorials, training videos, as well as all texts included in the product itself for consistency, expression, completeness, timelines
• Ensure, that customers are aware of the structures and information and that customers are informed about new developments regarding the products and Rail-Flow (individual and area communication)
• Account Management & Traffic Facilitation
• Regular communication with all existing customers
• Monitoring of system usage and proactive customer approach in case of non-usage with the aim of expanding system usage by customers
• Upselling & Cross-selling: Identify and carry out upselling as well as prevent customer churn
• Maintain and update all customer’s data and systems
  
  

Your profile

• Previous service design, operational or customer service experience in logistics or rail transportation is strongly desired
• Experience as a rail dispatcher or planner is a plus
• Strong collaboration and influencing skills are critical to the success of this role
• Highly motivated and able to work independently
• The ability to build and maintain relationships internally and with customers
• Excellent listening, presentation and communication skills at all business levels and effective interpersonal skills
• The ability to partner with customers in developing their strategic direction
• Very good written and verbal communication skills (German & English)
  
  

Why us?

At Rail-Flow, we combine curiosity and courage to make the world a more livable place by helping shift freight traffic from road to rail with our digital rail freight ecosystem.

Working closely with customers from different industries, we develop a range of innovative, sustainable and diverse digital solutions. We encourage our employees to push boundaries and find solutions to some of the biggest logistics challenges in rail freight and intermodal transport. Therefore, we offer a variety of great career opportunities.

Attractive working conditions:

• Opportunity to work up to 100% from the home office by arrangement
• Create solutions at the pulse of time shifting traffic from road to rail; developing state-of-the-art platform and software solutions for all players within the logistics industry.
• An attractive overall personal package, including very modern work equipment
• Not only do we work together as a team to achieve success, but we also celebrate them with you in our fabulous employee events