We are searching for a strategic, driven customer-focused leader who will help shape the future of Hectre. Hectre's vision is to support the long-term viability of food production for people and the planet. The team have built solutions that enable the future success of growers and packers across the supply chain in fresh produce. As well as joining a well-funded startup, you'll be an integral part of the company's growth - all while loving what you do! ?About the role:This is a pivotal role in ensuring Hectre customers derive maximum value from their products and services in the agricultural sector, specifically fresh fruits. We are looking for someone who is capable leading a dynamic, global team across multiple continents, driving customer satisfaction, retention, and growth! Your leadership will be essential in developing and implementing strategies that enhance customer relationships, promote long-term loyalty, and expand Hectre's footprint through upsell and cross-sell initiatives. You will also play a critical role in bridging the gap between customers and various internal teams, such as product, sales, and marketing, helping to identify customer problems and opportunities to develop new products and improve our services. Key Responsibilities: • Spearhead leadership and management efforts by overseeing a global team of 6, creating a collaborative and high-performing environment, and actively engaging in customer interactions to set exemplary standards. • Cultivate deep customer relationships, understand their business needs, and drive strategies for high Net Revenue Retention (NRR) while proactively managing customer churn and overseeing contract renewals. • Develop key customer stakeholder relationships, act as a trusted advisor, implement feedback loops for product and service enhancements, and manage customer referral programs to drive new business through advocacy. • Drive operational excellence by establishing and tracking KPIs for performance evaluation, utilising data and analytics to optimize customer success processes, and ensuring seamless communication and alignment across departments. • Foster cross-functional collaboration by working closely with product, sales, marketing, and other teams to provide customer insights, advocate for customer-centric decision-making, and contribute to new product and service development based on customer feedback and market trends.Ideal Candidate Experience:• Proven experience in a senior management CS or AM role, preferably in a global context. • Experience in the agricultural sector, specifically fresh fruits (e.g. Apples, Cherries, Citrus). • Strong track record of managing and developing high-performing teams. • Expertise in customer retention, upsell, cross-sell, and renewal management. • Excellent communication and interpersonal skills, with the ability to build strong customer relationships. • Language Requirements: Fluent in English. Spanish, German, or Italian would be a bonus! Personal attributes:• A strategic, customer-focused leader with strong analytical skills, exceptional organization, and adaptability to dynamic environments. • Known for advocating for customers, driving proactive upsell opportunities, and fostering team growth through hands-on leadership. • Collaborative and innovative, committed to continuous learning and driving customer-focused solutions.This role is based in the Auckland, New Zealand office but is also open to candidates based in Verona or Bolzano, Italy Travel Requirements: The role entails traveling for at least 4 weeks per quarter in the initial 12-18 months to build strong connections with markets, customers, and team members. Travel frequency may decrease as the team expands and responsibilities evolve. Ready to thrive in a well-funded, award-winning startup? Don't miss this opportunity to make a global impact for future generations! Apply today and join the team in building something extraordinary.
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