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Client Success Advocate
2 months ago
Railinc is at the forefront of technological innovation, delivering advanced solutions for one of North America's vital sectors. Our work encompasses everything from essential operational technologies to sophisticated tracking systems and extensive data analytics, addressing some of the most pressing challenges faced by the railroad industry.
At Railinc, our mission is driven by purpose; our contributions directly influence economic development, enhance safety protocols, and foster groundbreaking technological advancements.
If you aspire to work in technology and make a significant impact, Railinc is the ideal environment for you.
Benefits:
Working at Railinc comes with a wealth of benefits, including competitive health insurance premiums, flexible work schedules, access to on-site fitness facilities, community engagement initiatives, team-building events, and more.
Position Summary:
The Client Success Advocate plays a crucial role in providing support for Railinc's products and services, focusing on problem resolution and ensuring complete client satisfaction.
Key Responsibilities:
- Serve as the primary point of contact between clients and Railinc’s offerings, equipped with the necessary product knowledge to educate clients and escalate issues to the appropriate Product Support level when needed.
- Engage in product testing and validation, while also assisting in documenting client requirements for application enhancements.
- Respond promptly to client inquiries via email, phone, and chat, ensuring effective resolution of issues related to Railinc products, including emergency support on a 24/7 basis (on a rotating schedule).
- Maintain comprehensive tracking and reporting of all incidents, requests, and issues; acquire in-depth knowledge of Railinc products to assist clients effectively; manage all external communications; and provide critical incident response coverage.
Required Skills and Qualifications:
- Basic to intermediate proficiency in Microsoft Office Suite.
- Familiarity with programming languages such as Python and SQL is preferred.
- Ability to manage multiple tasks and prioritize effectively, handling various client cases at different stages of resolution.
- Strong communication skills, with the ability to follow up professionally within the organization and with external clients.
- Proven ability to resolve a range of customer support issues, from minor to complex.
- High level of accuracy and attention to detail.
- Previous experience in a customer service role is preferred.
Education and Training:
A Bachelor’s degree is required. Availability for on-call duties (approximately 9 weeks per year) covering evenings and weekends is necessary. Strong communication, customer service, problem-solving, and critical thinking skills are essential.
Career Development:
At Railinc, Client Success Advocates are positioned for rapid advancement and increased responsibilities. We provide training and support to facilitate the transition to Business Analyst roles in the future.
