Customer Success Manager French/German/English

About the Role:
We are looking for a dedicated Customer Success Manager (CSM) to help ensure our customers achieve their desired outcomes using our cutting-edge Railgenius and Railfleet software, and Railster IoT hardware. The CSM plays a key role in managing customer interactions, delivering exceptional service, and acting as a bridge between our customers and internal teams.

A quick word about this role in time of AI:

The Customer Success Manager role at Railnova is AI-enhanced but AI-resistant: it leverages AI tools for efficiency while requiring deep expertise, multi-disciplinary team work, precise context, and human judgment to navigate complex customer needs, making it indispensable in delivering tailored success. With this role, we want to invest in what doesn’t change in the future: the value of human connection and expertise for customers.

Key Responsibilities:

• Contract Management: Manage all that is required to take a contract to successful delivery, such as preparing the recurring billing cycle, managing access and end of trial (POC) phase and managing change orders to expedite contract delivery.

• Project Management: Manage projects, focusing on precise execution, budget control, and meeting quality standards.

• Customer Onboarding: Facilitate customer onboarding through tailored training, platform setup, and Railster installation support.

• Customer Engagement: Send newsletters in delegation of product marketing.

• Documentation: Create, update, and translate online help articles to empower customers in using our platform effectively.

• Outbound Customer Support: Proactively inform customers about release notes, planned maintenance, and system outages.

• Inbound Customer Support: Manage incoming customer inquiries via email and chat (Intercom). Address questions promptly and follow up to ensure customer satisfaction.

• RMA Coordination: Create and follow up on Return Merchandise Authorisations (RMAs) to ensure efficient processing.

Collaboration:
The CSM works closely with multiple internal teams:

• Developers and Engineers: Address technical questions and resolve issues.

• Infrastructure Team: Handle general infrastructure related questions not tied to specific features.

• Supply Chain and Hardware Teams: Coordinate shipments, RMAs, and hardware-related tasks.

• Finance Team: Manage tasks related to the billing of recurring fees.

• Sales: Align on customer needs and opportunities.

About You:

• Passionate about customer success and delivering value.

• Very strong communication skills, with the ability to manage multiple customer interactions simultaneously.

• Detail-oriented, proactive, and self-motivated.

• Experienced in SaaS, IoT, or a technology-driven environment.

Job requirements:

• Fluency in French, German and English, any other European language is a plus

• Minimum 5 years of experience in user-facing customer support and project management in a B2B environment

• Experience in content generation is a plus

• Superior written and oral communication skills

• Outstanding active listening, fact-finding, and problem-solving skills with the ability to process and resolve issues quickly

• Passion for Customer Success

Why Join Railnova?
Be part of a dynamic team driving innovation in rail technology. At Railnova, you'll have the opportunity to work remotely while making a tangible impact on our customers’ success.

How to Apply:
The application process is handled as follows:

• Submit your written application via the “Apply for this job” button;

• The hiring manager evaluates your application based on written communication skills, critical thinking, and experience. You will have an answer from us within 15 days;

• Interview with the Hiring manager;

• Case study exercise;

• Final interviews and team presentation.

You can ask questions at any time during the application process simply by responding to the confirmation email you’ll receive after submission.

Join us in transforming rail industry operations!