Job Description

Job Description

Job Description

To support our regional business objectives and development, we are now looking to grow our delivery capability and technical knowledge base by recruiting a Customer Success Specialist. This role will be located in the Kansas City Metro and report directly to the VP of US/LATAM.The main purpose of this role is to serve as the critical bridge between our LiDAR railway inspection technology and our customers' successful adoption and ongoing use of the system. This position is responsible for ensuring the seamless integration of our cutting-edge LiDAR solutions into our clients' railway inspection processes, maximizing the value they derive from our technology.

Specifically, the Customer Success Specialist will:

• Guide customers through the entire journey from initial implementation to long-term utilization, ensuring they fully leverage the capabilities of our LiDAR inspection systems.

• Act as a trusted advisor, combining technical expertise with a deep understanding of railway industry needs to provide tailored solutions and support.

• Drive customer satisfaction and success by delivering hands-on training, responsive troubleshooting, and proactive system optimization.

• Identify and cultivate opportunities for expanded use of our technology within customer organizations, contributing to business growth through strategic upselling.

• Serve as the voice of the customer within our organization, channeling insights and feedback to drive continuous improvement of our products and services.

• Foster long-term partnerships with our clients, positioning our company as an indispensable ally in enhancing railway safety, efficiency, and infrastructure management through advanced LiDAR technology.

In essence, this role is pivotal in translating our technological innovations into tangible, real-world benefits for our customers, while simultaneously driving our company's growth and market position in the railway inspection sector.

Key Responsibilities:

1. Customer Support:

   • Serve as the primary point of contact for customers after system implementation commissioning.

   • Provide post-installation support, assisting with system setup, configuration, and troubleshooting.

   • Conduct remote and on-site training sessions for customers on the proper use and maintenance of the Cordel Connect platform and hardware.

2. Technical Expertise:

   • Collaborate with the engineering team to resolve complex technical issues and improve product functionality.

   • Develop and maintain documentation, including user manuals, troubleshooting guides, and FAQs.

   • Monitor and analyze system performance data to identify potential issues and recommend improvements.

3. Sales Support:

   • Identify additional opportunities during customer interactions and site visits.

     1. (This role is not expected to prospect for new accounts)

   • Assist in the interpretation of LiDAR data and provide guidance on best practices for railway inspection applications.

   • Support the sales team with technical expertise during the sales process.

4. Customer Relationship Management:

   • Conduct regular on-site visits to maintain strong relationships with existing customers.

   • Gather customer feedback and communicate it to relevant internal teams for product improvement.

   • Maintain regular communication with customers to ensure satisfaction and address ongoing concerns.

   • Document activities in company CRM

5. Market Intelligence:

   • Stay updated on industry trends, competitor offerings, and emerging technologies in the LiDAR and railway inspection fields.

     1. Facilitate and present a twice annual SWOT analysis of competitors

   • Provide insights to the product development and marketing teams based on customer feedback and market observations.

Minimum Requirements:

• Must have previous customer success experience, preferably in a technical or engineering-related field.

• Proven track record in identifying and closing upselling opportunities.

• Previous experience in technical support or sales engineering, preferably in the railway or LiDAR technology sectors.

• Strong understanding of LiDAR technology and its applications in infrastructure inspection.

• Familiarity with railway systems and maintenance practices or an openness to and ability to learn those practices and systems..

• Excellent problem-solving and analytical skills.

• Outstanding communication skills, both verbal and written.

• Ability to travel for on-site customer support and sales visits (up to 25% travel may be required and often times unscheduled)

• Knowledge of point cloud data processing and analysis.

Additional Requirements

As a small, focused and growing company, individual character traits are essential; these include;

• Strong interpersonal skills for interacting both internally and directly with customers

• A willingness to adapt and grow and understand the need to own and deliver upon tasks not always directly aligned to the headline role

• Ability to learn from customers and act as a source of knowledge for our customers to help drive new business requirements and opportunities

• Comfortable working as part of a small team and interfacing to groups across multiple timezones and often times working outside of normal business hours

• Ability to deal with ambiguity and change

• Comfortable with ownership and accountability

• Good communication, teamwork, negotiation, conflict management and leadership skills

• Ability to work on your own

• Deadline driven

Optional Desired Skills:

• Familiarity with railway safety regulations and inspection standards.

• Experience with remote support tools and systems.

• Understanding of machine learning and AI applications in data analysis.

• Bilingual in Spanish

This role offers an exciting opportunity to work at the intersection of cutting-edge LiDAR technology and railway infrastructure maintenance. The ideal candidate will be passionate about technology, customer-focused, and eager to contribute to the advancement of railway safety and efficiency through innovative inspection methods.

Employment Location

Cordel is actively pursuing an office location in the Kansas City Metro area. The position you are applying for is headquartered in the Kansas City Metro area and operates under our Flexible Work Arrangement (FWA) policy. This policy generally requires employees to work on-site three days a week and allows for two days of remote work from home.

Travel Requirements

This position will require significant travel (25% or more) so a valid driver's license and US passport are required

Background Check

Due to the nature of our customers you will be required to undergo a background check and a drug screen. If you are unable to successfully pass a background check or drug screen you are not going to be able to work for Cordel Technology, Inc.

Contact Information

Tim Francis, VP US/LATAM

Additional Information

The Cordel team has a clear and well-defined vision and mission. We provide a great workplace where each person has the opportunity and voice to affect change.

We want our people to succeed both in work and life. To support this, we promote a healthy, productive and flexible working environment that respects work-life balance.

Cordel is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and actively encourage applications from all sectors of the community.

Cordel does not accept any speculative or unsolicited CVs sent to our internal recruitment team or hiring managers from agencies outside our preferred supplier list or that have not followed due process. Any speculative or unsolicited CVs will be treated as a direct application.

It is strictly against Cordel's policy for candidates to pay any fee in relation to our recruitment process. No recruitment agency working with Cordel will ask candidates to pay a fee at any time.

Any unsolicited resumes/CVs submitted through our website or to Cordel's personal email accounts are considered the property of Cordel and are not subject to payment of agency fees. To be an authorized Recruitment Agency/Search Firm for Cordel, there must be a formal written agreement in place, and the agency must be invited, by the Recruitment Team, to submit candidates for review.

Cordel provides a competitive base salary, a performance-based bonus plan, comprehensive employer paid health benefits, and additional incentives instead of a standard 401k plan.

Cordel is transforming rail infrastructure inspections using our proprietary LiDAR, AI/ML models and rail-specific software. We have a proven track record of vastly improving the inspection and maintenance processes within the Rail transportation sector. We are working with industry experts and key partners to deliver tangible value in solving industry challenges that drive commercial efficiencies and enable spending to be directed towards the most impactful outcomes, ultimately benefiting freight and passenger railroads across the world. We operate in three main geographies (USA, Europe and Australia) and are listed on the UK AIM.

Company Description

Cordel is transforming rail infrastructure inspections using our proprietary LiDAR, AI/ML models and rail-specific software. We have a proven track record of vastly improving the inspection and maintenance processes within the Rail transportation sector. We are working with industry experts and key partners to deliver tangible value in solving industry challenges that drive commercial efficiencies and enable spending to be directed towards the most impactful outcomes, ultimately benefiting freight and passenger railroads across the world. We operate in three main geographies (USA, Europe and Australia) and are listed on the UK AIM.

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