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About the role
Key responsibilities & impact- Prioritise customer renewals and overdue renewals.
- Re-engage at-risk customers before renewal through various communication channels.
- Maintain regular customer contact to support satisfaction and platform adoption.
- Onboard new clients and provide training to achieve customer objectives.
- Deliver customer service via phone, in-app chat, and email.
- Plan and prioritise daily activities to achieve business objectives.
- Develop customer relationships to optimise service quality, business growth, and satisfaction.
- Use globally aligned systems and processes for consistent service delivery.
- Attend and present at customer success and cross-departmental meetings.
- Visit customers for training and support, and present grower/agronomist workshops.
- Maintain training and develop relevant knowledge, techniques, and skills.
- Follow health and safety and wellbeing requirements.
- Record, manage, and complete day-to-day activities effectively.
- Provide first-line inbound support by phone, in-app chat, and email.
- Assist new-client technical setup, including data imports, account configuration, and connections.
- Provide ad-hoc training during inbound support.
Requirements
What you’ll need- Demonstrated ability to build trust and develop strong relationships with customers.
- Strong listening, communication, and presentation skills.
- Excellent problem-solving and organisational abilities.
- Ability to manage multiple customers and priorities effectively in a fast-paced environment.
- A proactive mindset with a focus on initiative and continuous improvement.
- Strong organizational, problem-solving, and communication skills.
- Ability to explain technical concepts to non-technical users.
- Experience using customer support platforms, CRM systems, and SaaS tools.
- Ability to manage multiple customer interactions while maintaining a high level of service quality.
- 3+ years of experience working in SaaS, agriculture technology, or related industries is preferred.
- Familiarity with SaaS platforms and data-driven software tools.
- Experience supporting customers' onboarding, implementation, product adoption, or technical support.
- A degree in agriculture, agronomy, or a related field, or direct experience working within the agriculture industry.
- Previous experience in customer success, account management, or customer support.
Benefits
Comp & perks- Purposeful Work: Make a global impact by advancing sustainable food production.
- Work with a fun, collaborative, and supportive team.
- Generous vacation policy and year-end holiday break.
- Enjoy a hybrid office setting.
- Dedicated funds each year towards learning programs through the UpSkill program.
- Enhanced parental leave top-ups.