Customer Success Representative

This is a fully remote position, open to applicants in New Zealand.

📋 Description

• Focus on customer renewals and manage overdue renewals effectively.

• Reconnect with at-risk customers ahead of renewal using various communication channels.

• Maintain consistent contact with customers to ensure ongoing satisfaction and platform usage.

• Onboard new clients and deliver training to guarantee successful implementation and realization of customer goals.

• Provide outstanding customer service through phone, in-app chat, and email.

• Organize and prioritize daily tasks to meet established business objectives, ensuring effective time and productivity management.

• Build and nurture relationships with both existing and new customers to enhance service quality, promote business growth, and improve customer satisfaction.

• Employ globally standardized systems and processes to ensure efficiency and uniformity in customer service delivery.

• Participate in and present at customer success team meetings and collaborate with other departments as needed for business development.

• Conduct customer visits for training and support, and facilitate grower/agronomist workshops.

• Maintain up-to-date training and continue to enhance relevant knowledge, techniques, and skills.

• Comply with health and safety policies and other requirements pertaining to the wellbeing of individuals and equipment.

• Ensure all daily activities are documented, managed, and completed efficiently to maintain a high productivity level.

• Provide first-line inbound support, delivering excellent customer service and care via phone, in-app chat, and email.

• Assist with technical setup for new client onboarding, including data import, account configuration, and client connectivity.

• Offer ad-hoc training as part of the inbound support process.

⛳️ Requirements

• Proven ability to establish trust and cultivate strong relationships with customers.

• Exceptional listening, communication, and presentation skills.

• Strong problem-solving and organizational capabilities.

• Ability to effectively manage multiple customers and priorities in a fast-paced environment.

• A proactive approach focused on initiative and ongoing improvement.

• Excellent organizational, problem-solving, and communication skills.

• Capacity to convey technical concepts to users without a technical background.

• Experience utilizing customer support platforms, CRM systems, and SaaS tools.

• Ability to handle multiple customer interactions while ensuring high service quality.

• Preferred 3+ years of experience in SaaS, agricultural technology, or related fields.

• Familiarity with SaaS platforms and data-driven software tools.

• Experience in customer onboarding, implementation, product adoption, or technical support.

• A degree in agriculture, agronomy, or a related field, or relevant experience in the agriculture sector.

• Previous experience in customer success, account management, or customer support roles.

🏝️ Benefits

• Purposeful Work: Contribute to a global impact by enhancing sustainable food production.

• Our People: Collaborate with a fun, supportive, and cooperative team.

• Recharge: Enjoy a generous vacation policy along with a year-end holiday break.

• Work Flexibility: Experience a hybrid office environment.

• Level up with the UpSkill program: Access dedicated funds annually for learning initiatives that promote your growth in your role.

• Support for Life’s Big Moments: Benefit from enhanced parental leave top-ups to help you focus on what truly matters.