Join a group of groundbreaking leaders who are transforming railroads and revolutionizing the future of the industry!

Each day, our team utilizes their talents to advance innovation, radically changing how the rail industry is thinking and performing. At Wi-Tronix, we are inspiring and engineering the technology of tomorrow, today. We are continuously cultivating an exceptional team of professionals who share our passion of reimaging rail, with our core values of Customer Focused Outcomes, Excellence, Ownership, Innovation, Teamwork, & Make Things Happen at the forefront of everything we do. Our ideas keep an industry we are passionate about safe and on track. Syncing our core values with our mission and vision provide a clear line of sight of where we are headed. We would love to have you along for the ride.

PURPOSE OF THE POSITION

Drives Wi-Tronix’s revenue growth by maximizing business development opportunities within existing customer relationships. Focuses on customers gaining optimal value from their investment allowing Wi-Tronix to mitigate churn and expand our footprint within our existing customers.

CORE FUNCTIONS

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 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

POSITION QUALIFICATIONS

• 5 years Customer Success experience or bachelor’s 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
• Bilingual - Spanish, preferred
• 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
• Hybrid - 3 days a week in office (Fort Worth location), 2 days remote

EEOC Statement

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 Michele Hughes or hrhelp@wi-tronix.com for assistance.

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