Customer Success Team Lead

Zagreb, Croatia


We are looking for a Customer Success Lead who will be responsible for the strategy, execution, and development of the customer journey for our B2B and B2C customer segments.

Our Customer Success Lead will lead customer success, support, and training activities and will be partnering cross-functional with our sales, marketing, digital agronomy, and product teams.

Agrivi is one of the global leaders in the farm management software industry with customer base worldwide and Europe as our core market. We work with all stakeholders from the agricultural value chain – from small growers to Fortune 500 companies and governments.


Responsibilities

Customer success ownership

Measure and optimize retention and customer growth as main KPIs

• Define the strategy of the customer journey and introduce processes to support all customer segments

• Establish a proactive customer success process focused on delivering value to customers and improving their usage of our products

• Establish an active account management process for the SME customer segment that ensures customer growth through their productivity improvement and additional product offerings

• Build a superb customer training program to bring our customers into a comfort-zone during the change management process of switching from analog to digital way of working

• Utilize technologies and tools to empower customers with automated repetitive activities for fast knowledge transfer and introduce scalable processes

• Support geographically and culturally diverse customer success teams and customers

• Ensure smooth communication with the sales team to grow the customers together

• Work closely with our product team on new features, products, and their prioritization

• Partner with our marketing team on customer success stories and consistent communication through the entire customer journey

Team leadership

• Responsible to build teams across all areas of customer success

• Own key metrics for the team and communicate them to drive performance

• Recruit, mentor, coach and inspire each person in customer success team

• Enable team to cope with fast growth and geographical expansion


Qualifications & Requirements:

• Minimum of 5 years of experience in customer success; of which at least 3 in a leadership role in a fast-paced software company

• Proven experience in scaling processes and operational teams

• Experience with proactive customer success approach and process automation

• Understanding of the agriculture and agritech industry is a plus

• Strategic thinking and ability to understand needs and value propositions for different customer segments

• Strong analytical skills and data-driven mindset

• Ability to continuously identify and implement process improvements based on metrics

• Strong leadership and negotiation skills

• Customer focus and ability to use positive language

• Fluent in English; additional languages are a plus


We offer you:

• Join on of the global leading companies in the fast growing agritech industry

• Be the part of an international team of extraordinary people that strive to change the world

• Develop yourself every single day in a fast-changing industry

• Competitive renumeration and perks





Deadline: July 10th, 2019



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