Customer Success Manager German/English (w/m/x)

Job description

Railnova is on a mission to empower the green revolution with efficient and sustainable digital transformation. We transform railway organizations by making Rail a sustainable, competitive, and socially responsible means of transport. Our culture is centered around innovation, trust, and encouraging everyone (ourselves and our customers) to bring their best each day.

We design our hardware and software to connect to train fleets and monitor all business-critical parameters. With Railnova, our railway clients are alerted in advance of failures, automate their maintenance scheduling, and identify the best driving practices to reduce energy consumption and boost asset utilization.

You are excited about IoT, Big Data, and Predictive Maintenance, and above all, about turning data into actionable information for your users. We will trust you to bring innovative ideas and solutions to help our clients achieve outstanding business value and automation through digital transformation.

Role

We are looking for a super-smart customer success manager. You'll be responsible for providing outstanding customer service via email and phone for our Railgenius and Railfleet software and Railster IoT hardware. You'll also help us update the help documentation, run personalized demos, and record some videos and screencasts and run onboarding programs for new customers. Our customers will know you by your first name and praise your support!

During training, you'll be expected to be proactive in asking questions, read the documentation in advance, learn quickly and take a vast amount of structured notes. Once fully up-to-speed (2-3 months), you'll become our second or third customer success person in a highly-skilled software team. We will support you with great tools such as intercom, basecamp, and plenty of ideas from a team where "everyone is on support".

At Railnova, you will not have to process 100-tickets-a-day as you would do at other SaaS startups. Instead, the volume of tickets is relatively limited, but the depth of fact-finding and functional knowledge required to solve user issues is high. Such in-depth understanding will enable you to interface with the marketing teams on engagement issues, provide feedback to the software or hardware teams on product/services issues and detect sales opportunities while talking to your users.

To give you a better idea of the job, here are a few things the Railnova Customer Success team did recently:

  • Updated and translated 102 online documentation articles to support our onboarding efforts.

  • Kept customers informed during a critical data center incident by running four email campaigns to 6000 users in 3 languages. We received fantastic feedback and many messages of gratitude back from our users.

  • Help a customer parametrize the admin, user permissions, data configurations, and alerts and notifications.

  • Designed personalized onboarding campaigns to assist new customers in ramp-up the usage of our solution in large enterprise deployment

  • Assisted a customer in setting up complex data sharing with third-party stakeholders to enable real-time digital workflows

  • Assisted a customer during a complex diagnostic of a defective IoT device.

  • Track SLA performance and overall customer satisfaction

  • Run demos and training sessions online to recently acquired customers

  • Compile a summary report repetitive support tickets to help the software team develop identity key improvement needs.

Requirements

Minimal requirements:

  • Fluency in German and English (a third European language is highly desired). 

  • First experience in user-facing customer support in a B2B environment.

  • Superior written skills

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

  • Helping others is your second nature, and interacting with people makes you happy.

  • Passion for Customer success


Why Railnova?

  • a balanced work environment with a choice of being either fully remote (in Europe), or partial remote, or full time in our offices near Brussels South Train Station (when sanitary conditions allow for it). Railnova has a remote culture with a few full-time employees remote since day one.

  • 32 days of paid holidays,

  • space to grow through a deep focus on your work, one conference per year of your choice, extra courses, and self-learning

  • a young, multi-disciplinary and dynamic team in a medium-sized scale-up (~35 employees), with a rock-solid, subscription-based business model in IoT and Data Analytics.

  • an extensive collection of perks including a smartphone, laptop, and screens of your choice, extra healthcare insurance, transport card, company car, bicycle plan, raspberry pis, and meal vouchers (Belgium)

  • an open culture where we nurture creativity while keeping our clients and the rest of the team in mind at all times.

How to apply?

The application process is handled as follows:

  • submit your written application via the “Apply for this job” button. 

  • The hiring manager and the HR team evaluate 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 interview

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