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Customer Success Manager (Rail and Logistics) (m/f/d)

Frankfurt am Main - HQ (House of Logistics & Mobility (HOLM)
Full-time
Permanent employee

Your mission

The Ideal Customer Success Manager Intermodal role is the primary point of responsibility and accountability to ensure we maximize value for our customers (freight forwarders with a focus of combined transport (matching road, rail and ferry transports). You will act as a trusted advisor, bringing best ideas, innovations and capabilities to the customers and matching these to the customer's business goals to drive greater business value. As the primary point of contact, you are responsible for orchestrating all customer activities.

  • Onboarding & training of customers 
    • Ensure complete installation of new customer in Rail-Flow
    • Conduct onboardings and trainings (web-based and on-site)
  • Customer Service & Product Development
    • Receive regular customer feedback and actively place these and own ideas with the respective internal contact (e.g. Product Owner) for a continuous product improvement in the interest of the customers
    • Conduct and evaluate surveys
  • Build up customer success management
    • Creative development and own layout of the process building up a customer success management department with the aim of customer care and expansion of customer relations
  • Manage communication structures and products
    • Review and adapt knowledge base, tutorials, training videos, as well as all texts included in the product itself for consistency, expression, completeness, timelines
    • Ensure, that customers are aware of the structures and information and that customers are informed about new developments regarding the products and Rail-Flow (individual and area communication)
  • Account Management & Traffic Facilitation 
    • Regular communication with all existing customers
    • Monitoring of system usage and proactive customer approach in case of non-usage with the aim of expanding system usage at the customer’s
  • Upselling
    • Identify and carry out upsellings and prevent customer churn
  • Maintain and update all customer’s data and systems
  • Participate in projects organized according to agile and classic methods.

Your profile

  • Previous experience in logistics and combined intermodal transport is strongly desired (rail, road and ferry)
  • Experience as a truck dispatcher is a plus
  • Solid related work experience, preferably in selling, designing and / or delivering successful consulting engagements
  • Strong collaboration and influencing skills are critical to the success of this role
  • Highly motivated and able to work independently
  • The ability to build and maintain relationships internally and with customers
  • Excellent listening, presentation and communication skills at all business levels and effective interpersonal skills
  • The ability to partner with customers in developing their strategic direction
  • Very good written and verbal communication skills (German & English) 
  • Scrum or Agile experience

Why us?

At Rail-Flow, we combine curiosity and courage to make the world a more livable place by helping shift freight traffic from road to rail with our digital rail freight ecosystem.

Working closely with customers from different industries, we develop a range of innovative, sustainable and diverse digital solutions. By encouraging our employees to push boundaries and find solutions to some of the biggest logistics challenges in rail freight and intermodal transport, we offer a variety of great career opportunities.

Employees can work remotely up to 100% by arrangement.

About us

The freight tech scale-up Rail-Flow, with over 170 employees, is revolutionising efficiency and access to rail freight and intermodal transport. The innovative Rail-Flow-platform offers customised solutions such as marketplace, collaboration, CRM and transport management tools that optimise all processes along the rail logistics value chain.

By speeding up processes and increasing the competitiveness of rail transport, Rail-Flow makes a decisive contribution to shifting transport from road to rail and thus to reducing CO2 emissions. Over 500 companies - which include rail freight companies, rail freight forwarders, intermodal operators and shippers - already rely on Rail-Flow's solutions.