Customer Success Manager
4 weeks ago
Job Title: Customer Success Manager
Location: US (Remote)
Job Summary:
The Customer Success Manager at Leaf plays a vital role within the Commercial Team. Combining deep technical, product, and industry knowledge, this position is responsible for ensuring our customers in the agriculture sector receive exceptional service and guidance to maximize the value of Leaf's offerings. The Customer Success Manager will manage, support, and grow relationships with both new and existing accounts, focusing on integrations, scaling, product expansion, and account management. This role is pivotal in driving impeccable service, onboarding success, account growth, and customer retention.
Key Responsibilities:
- Stakeholder Relationship Management: Identify key stakeholders and build strong relationships with influencers and the core team engaging with Leaf's solutions.
- Account Strategy: Develop and execute Implementation Plans, Customer Success Plans, and account strategies that align customer goals with Leaf's objectives.
- Onboarding and Communication: Lead the onboarding process for new customers, ensuring they achieve initial value, and establish effective communication pre and post-implementation.
- CRM Utilization: Utilize CRM to manage key account data, track interactions, measure the accomplishment of account goals, and report on important metrics related to product adoption.
- Customer Satisfaction: Conduct customer health checks, identify critical goals, and key performance indicators to enhance customer satisfaction.
- Account Growth: Continuously engage with customers to drive account growth through product usage and identifying new product needs.
- Collaboration: Collaborate with Sales and Support for product expansion opportunities and new implementation requirements.
- Customer Advocacy: Act as the voice of the customer, ensuring that their needs and feedback are effectively communicated to the internal teams (Sales, Product, Marketing).
Key Competencies Required:
- Service Proficiency: Anticipate, identify, and promptly resolve customer concerns.
- Effectively communicate technical use cases and value to customers.
- Act with a sense of urgency to positively impact adoption and customer usage of Leaf's APIs.
Technical Expertise:
- Understanding of precision agriculture hardware and software.
- Knowledge of APIs and their business value.
- Develop knowledge of Leaf's APIs and pricing strategies.
Teamwork:
- Collaborate and communicate effectively with stakeholders within Leaf regarding customer needs, product use cases, and concerns.
- Accurately track customer interactions in the CRM program.
Qualifications:
- Bachelor's degree in a related field (e.g., business administration, agriculture).
- Proven experience in customer-facing roles within the Agriculture industry or software industry.
- Excellent communication and negotiation skills.
- Strong organizational and multitasking abilities.
- Self-motivated, with the capacity to work both independently and as part of a team.
- Proficiency in CRM software and the Microsoft Office Suite.
- This is a remote position with periodic travel requirements.
If you are passionate about customer success, have a deep understanding of the agriculture industry, and possess the skills required to excel in this role, we invite you to apply and join our team at Leaf.
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