Client Success Advocate

2 weeks ago


Cary, North Carolina, United States Railinc Full time
Company Overview:

Railinc is at the forefront of developing innovative technology solutions for one of North America's key industries. Our commitment to enhancing operations through advanced technology, tracking applications, and data analytics is helping to address some of the most pressing challenges faced by the railroad sector.

Our mission is driven by purpose, with our initiatives directly contributing to economic growth, safety advancements, and technological breakthroughs.

If you are passionate about technology and want to make a significant impact, Railinc is the ideal workplace for you.

Benefits:
Working at Railinc comes with a range of attractive benefits, including low health insurance premiums, flexible work schedules, on-site fitness facilities, community engagement opportunities, and team-building events.

Position Summary:
The Client Success Advocate plays a crucial role in delivering support for Railinc's products and services, focusing on problem resolution and ensuring customer satisfaction.

Key Responsibilities:

  • Serve as the primary point of contact between customers and Railinc’s offerings, utilizing in-depth product knowledge to educate clients and escalate issues as necessary.
  • Engage in product testing and validation, while also assisting in documenting customer feedback for application enhancements.
  • Respond promptly to customer inquiries via email, phone, and chat, providing assistance with Railinc products, including emergency support on a rotating schedule.
  • Maintain comprehensive records of all incidents, requests, and issues; acquire knowledge of Railinc products to effectively assist customers; manage all external communications; and ensure critical incident response coverage.

Qualifications:
Skills and Competencies:

  • Proficient in Microsoft Office Suite.
  • Familiarity with programming languages such as Python and SQL is preferred.
  • Ability to manage multiple customer cases simultaneously while prioritizing effectively.
  • Strong communication skills for professional interactions with both internal teams and external clients.
  • Proven ability to resolve a range of customer support issues, from simple to complex.
  • High attention to detail and accuracy.
  • Experience in a customer service environment is advantageous.

Education and Training:
A Bachelor’s degree is required. The role includes on-call responsibilities, approximately nine weeks per year, covering evening and weekend shifts.

Career Development:
At Railinc, Client Success Advocates are positioned for rapid advancement, with opportunities for promotion to Business Analyst roles in the future. We are committed to training and supporting our team members in their career growth.



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