1-2 days per week at home

A little flex time

Dog friendly

Customer Success Manager

*Please note you are required to have EU working permit to be considered for this role.*

Rail is set to dominate short and medium haul travel around the world. Its faster, cheaper, greener and more convenient than air travel, and it cuts down on the carbon emitting congestion of road travel. With the current climate crisis it’s more important than ever to put this mode of transport at the forefront of people's minds. For every travel company having rail as a booking option is like having vegan choices on the menu – it’s a must! The trouble is, there’s been nothing modern about rail’s online customer experience… until now.

We are SilverRail, a global tech company working to solve this problem by delivering the digital infrastructure that opens up rail to the world! Our technology is powering rail and travel agencies across Europe, USA and Australia/NZ in both leisure and corporate markets, making it easy for people to choose rail and cut their carbon emissions.

In Sweden we provide complete technology solutions for the nation’s biggest rail carrier SJ, and our team are focused on providing the best continuing service for this client while moving forward to future projects. We are using the Agile (Big Room Planning) framework for all our software development, and we believe in ‘fail-fast-fail-early’ to find innovative solutions to complex problems.

Our Swedish HQ is in central Stockholm and we have a satellite office in Norrköping, while our global teams are also based in London, Boston and Brisbane. Our agility and refreshingly novel approaches mean we have already developed into a force to be reckoned with in the rail tech market, but we have ambitions for so much more!

The Role

In this role as Customer Success Manager you are the voice of the customer. You will help our customers to succeed with our services and keep our customers happy, from onboarding to continuous service.

The right candidate must also have the willingness to learn more about API (in case they don’t already have that capacity.

A large portion of the role entails operational questions from our customers, meeting with our customers to review monthly statistics and incidents while prioritizing internal needs when necessary.

Key Responsibilities

  • The CSM works closely with customers and is responsible for advocating their needs and share it with other departments to ensure company decisions always consider the voice of the customer
  • Operational customer ownership
  • Develop and maintain relationships through proactive activities like recurring status meetings
  • Act as SPOC, single point of contact, towards specific customers when escalated issues
  • Analyse customer statistics and actively suggest improvements
  • Identify customer opportunities for possible up sell
  • Engage with customers and industry representatives to understand customer needs and be abreast of industry changes affecting our customers
  • Actively and continuously learn more about SilverRail AB’s product portfolio

Competence and Skills

  • Experience of customer relationship management on a commercial level
  • Ability to understand customer’s business value
  • Project leader skills
  • Excellent relationship builder, both internally and externally
  • Excellent communication skills
  • Takes responsibility and good at taking initiative, drive things forward
  • Fluent in Swedish and English (both spoken and written
  • Interested in new technologies
  • Structured and organised
  • Excellent communication skills both spoken and written (in English and Swedish)
  • experience within the train / travel industry is beneficial
  • API knowledge
  • SQL knowledge

Why us?

  • We are very centrally located in Stockholm - from your desk you can get to T-centralen or Stockholm City in minutes.
  • We provide a wealth of career development opportunities with training that is individual, focused on improving your skills and helping you become the best professional you can be.
  • We have a culture of collaboration, knowledge sharing and group development across our global offices.
  • A unique opportunity to work for a tech start-up that is revolutionising the way we travel.

Our values are simple: Do Good by working for a better tomorrow; Think Big Act Smart by being curious, adaptable and data-driven; and remember that through collaboration we will always be Stronger Together.

*We are a neurodiverse employer and are working hard to improve our recruitment processes, so if there is any way that we can make the recruitment experience better for you then please email us directly: hr@silverrailtech.com - all information will be treated as strictly confidential*

SilverRail Technologies
Rail Industry
Technology
Innovation
View company profile

Fully-remote

A little flex time

Dog friendly