Customer Success Manager

Job Locations US-TX-Fort Worth | US-IL-Bolingbrook | US-MO-Kansas City
Req No.
2022-22638
Type
Regular Full-Time

Overview

What does this mean for your career?

 

Every day, our teams embrace exciting opportunities with their unique skills and talents to pioneer advancing innovation and radically change how the rail industry navigates the future. At Wi-Tronix, we are inspiring and engineering the skills of tomorrow, today and we are looking for exceptional people who share our passion and are ready to break the rules and re-imagine rail. Big ideas happen here, ideas that keep people safe and an industry we love safely on track. Our culture is about agile collaboration and working here is not just a job-it's a calling to make a difference.

 

What can you expect?

 

We have a highly collaborative culture which involves continuous exchange and vetting of ideas, in person, with Executive Staff and subject matter experts throughout the organization. 

Our salary ranges, including performance based incentives, are commensurate with experience and we offer a comprehensive benefits package. We believe in supporting total health for our employees to include physical, financial, occupational, mental and social. At a high level, our benefits include:

  • A market leading solution provider with a customer base that includes all the major railroads in North America
  • A flexible office/remote work environment to help accommodate individual schedules
  • Casual dress and an array of health insurance and wellness programs to support total health
  • Professional development (training, certification)
  • Company sponsored social and community service opportunities
  • Generous Paid Time Off and Holidays
  • Medical, Dental, Vision, Disability (Short and Long Term)
  • Company funded 401k contribution on day 1
  • Wellness and Charitable giving programs
  • Company provided snacks and beverages
  • Passionate culture

Responsibilities

Who are we looking for?

 

  • Onboarding, maintenance, and expansion (50%)

 

  • Fully understand the customer contract, commitments, and expectations
  • Develop a customer success plan
  • Drive usage and adoption across the customer organization by providing relevant communication and conducting activities educating stakeholders how to maximize the value of their investment
  • Build and maintain customer advocate relationships to achieve retain customers and drive second order revenue
  • Prepare materials for quarterly business reviews or cadence as agreed to with the customer
  • Facilitate a quarterly executive business reviews (or cadence as agreed to with customer) to review goals, progress and opportunities
  • Act as the point of escalation for critical customer value particularly in managing customer expectations and determining corrective actions or prescriptive recommendations to deliver end value
  • Collect and leverage data points to develop customer journey roadmaps as well as inform overall customer success strategies that continuously improve the customer experience
  • Advocate internally for customer needs and connect on priorities
  • Customer Relationship (40%)
  • Accountable for the customer relationship and the account’s overall health after the Sales team has completed the customer acquisition
  • Establish a trusted/strategic advisor relationship with each customer and drive continued value of our products and services
  • Establish stakeholder relationships to drive customer retention, secure renewals, achieve a positive Net Promoter Score, and generate private and public testimonials

 

  • Product, Industry and Customer Success Continuous Learning (10%)
  • Develop and maintain depth of relevant Wi-Tronix domain knowledge, market and competitive positioning to enable your ability to articulate the competitive advantage to solve the customer’s business challenges
  • Commit to continuous learning and development of personal customer success manager skills working towards mastery; includes hands on field experiences
  • Commit to engage in industry continuous learning opportunities

Qualifications

What will you need?

 

  • 5+ years Customer Success experience or Bachelors’ Degree plus 2 years’ experience or Master’s Degree plus 1 year experience
  • 1+ years of experience in a business-to-business client-facing role (i.e. customer success, client engagement, account management, customer relationship management, inside sales, sales engineering)
  • Technology enthusiast demonstrated through work experience, hobbies, and/or education
  • A demonstrated technical competence either through work experience or education to learn a complex technical product
  • Proven track record successfully meeting targeted outcomes and experience maintaining productive customer relationships
  • Demonstrated experience working and collaborating with internal cross-functional teams (i.e. product owner, development team, sales)
  • Articulate communicator, ability to develop presentations, and a willingness and enthusiasm do presentations
  • Ability to travel to customer locations and board a locomotive

Wi-Tronix is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Wi-Tronix is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Wi-Tronix are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, work authorization status, association to anyone in a protected class or disability, perceived or otherwise, or any other status protected by the laws or regulations in the locations where we operate. If you have a disability or handicap and would like us to accommodate you in any reasonable way, please inform your recruiter so that we can discuss the appropriate alternatives available.

 

If you have a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact Mary Oster or hrhelp@wi-tronix.com for assistance.

 

Wi-Tronix does not accept and will not review unsolicited resumes from recruiters and/or search firms.

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