Account & Relationship Management (Sales)Role Overview: Herd-i is a New Zealand AgriTech company bringing the latest in artificial intelligence and machine learning technology to New Zealand's best dairy farmers. Powered by cutting-edge artificial intelligence software, Herd-i uses a non-intrusive on-farm camera and monitoring system to collect tens of thousands of data points from every cow every day, to provide farmers with intelligent information on the status of herd health and welfare. Our first product Herd-i Locomotion provides early detection of lameness, enabling effective treatment to ensure productivity, reproductive performance, and improved animal welfare. The business has commenced development of a new Body Condition Scoring product.We're looking for an experienced Customer Success Manager to drive and elevate an outstanding experience for every Herd-i customer. This newly created role will involve owning all aspects of the post-sales customer journey, which includes project managing and proactive ongoing support of customers to ensure that they are maximising the benefits from using Herd-i on farm.Role: This is a fulltime, salaried position.Location: Ideally Christchurch based, however willing to accept applications from exceptional candidates based in other areas of New Zealand.Reports to: Chief Sales Officer.Liaises with: Existing and prospective customers, sales staff, senior management, other Herd-i staff, supplier partners and installers.Salary: Base salary, with performance-based incentives.Personal Attributes: This is a senior role that is not only pivotal to ensuring that every Herd-i customer is a customer champion but will also be critical in driving the "Farmer First" culture of the business.The perfect person for this role will have the following attributes:A larger than life, proactive, high energy, outgoing, warm, friendly and engaging personality including being involved promotion of Herd-i customers through social media.An affinity and passion for helping New Zealand dairy farmers continue to succeed and be the best in the world and for being part of the NZ Inc team who are bringing home the bacon for the NZ economy.An ability to connect with dairy farmers based on extensive experience of working with dairy farmers or coming from a farming background.A "can do" attitude, with a hands-on approach to doing whatever it takes to take ownership of any challenges that arise and finding creative and pragmatic solutions.Proactive, highly organised and a passion for driving continuous improvement in every aspect of a Herd-i customer's journey.Ability to work autonomously and take complete ownership for making Herd-i's outstanding level of customer service a key part of our competitive advantage.Resilient, persistent and patient.Key Responsibilities:Customer Success:Working with customers daily to ensure they have an outstanding experience in their use and interaction with Herd-i and drive the culture of customer success across the Herd-i.The primary point of contact for customer inquiries, feedback, and support, ensuring timely response and effective resolution of issues.Project manage all post sales activities, including on-farm installation and customer onboarding. Includes development of onboarding, training and customer support resources.Develop and implement effective business processes for managing customer complaints and technical issue resolution. Includes establishing and managing a service level agreement with tech support for timely and effective response and resolution.Own and drive the full utilisation of HubSpot's capabilities to enable sales process performance and optimise customer engagement, retention, and satisfaction.Ensure effective measurement and reporting of sales process and customer support performance.Support the sales team as required with lead generation, promotional activity and implementation of sales tactics. Includes measuring and reporting on the performance of sales initiatives.Insights, Analysis and Improvement:Capture customer insights and make them available within the business to inform improvements in product functionality and performance, sales growth, increased customer engagement and competitive advantage.Identify opportunities to enhance Herd-i's credibility and maximise the benefits for customers from utilising Herd-i using analytics, reporting and benchmarking. Work with the data analyst and tech team to design and deliver actionable insights for customers.Drive continuous improvement of all aspects of post-sales customer support.Required Skills and Qualifications:Experience in customer service or account management in the rural sector.Excellent communication skills, both written and verbal.Strong analytical and problem-solving skills and experience working with new technologies.Previous experience with HubSpot or similar CRM platforms.Relevant tertiary qualification or equivalent experience.A high degree of computer literacy and proficient with Microsoft Excel, Word and Power Point.How to Apply:If you are passionate about enhancing customer experiences, leveraging HubSpot's capabilities, and contributing to the growth of agritech, please submit your resume and a cover letter detailing your relevant experience and interest in the role.Valid New Zealand work visa essential. Applications close 4 October 2024, but role may be filled earlier if a suitable candidate is found.
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