Client Success Account Manager Job at Agrian Inc.
Here’s the impact you will make and what we will accomplish together
This position will provide the leadership necessary to manage, support, and grow Agrian commercial relationships with new and existing accounts, locations, and customers. The role has primary responsibility for supporting and training the nation’s top Agricultural Retailers and Food Processors. The Client Success Account Manager will work to ensure clients have a successful onboarding experience, driving the implementation and delivery process, ensuring customer satisfaction, growth, and retention. In addition, they will serve as the key customer contact essentially owning the success of the client. The Client Success Account Manager will develop relationships with a wide range of client contacts. This role includes periodic travel. The CS Account Manager will provide client support in the United States, specifically within the following states: California, Nevada, Arizona, Utah.
The position is based in Fresno, CA
Here’s How
- Understand specific customer account features and functionality
- Assist Sales team with the onboarding of a client and follow the key Client Success Milestones established by the department
- Serve as the primary advocate and champion for all clients
- Lead demonstrations of Agrian software, Agrian use of data and technology tools
- Identify training needs and track adoption and implement methods to grow the use of Agrian field software and customer satisfaction
- Plan and lead software training and educational meetings (in-person and via webinars)
- Conduct regular planning with key accounts to ensure the software is meeting the client needs
- Facilitate the adoption of Agrian software to new and existing customers
- Identify, analyze and prioritize enterprise account goals, product opportunities
- Work directly with the Development and QA to troubleshoot issues and provide detailed development tickets as necessary while also tracking and updating tickets with appropriate status
- Participate in Product Development collaborations and effectively communicate enhancement/improvement requests and their functionality to the Development Team
- Accurately track all customer interactions in the CRM program which includes regularly updating and maintaining CRM information for both contacts and accounts
- Perform other related duties as assigned by Agrian management
KEY COMPETENCIES REQUIRED
Service Proficiency
- Proficiently anticipate, identify and resolve customer concerns promptly and effectively
- A remarkable aptitude for assisting and training customers with technology
- Act with a sense of urgency execute and implement strategies that positively impact adoption and grow client usage of Agrian software
- Provide support for key customers via phone or email outside of documented business hours as necessary
- Successfully follow and implement key Client Success Milestones and provide feedback on ever-evolving metrics for Client Success
- See tasks through to completion regardless of obstacles
Opportunity Generation
- Identify Agrian opportunities within current account holders
- Communicate opportunities with Agrian’s Sales team outside of current account holders
Technical Expertise
- Possess a moderate understanding of precision ag hardware and software
- Excellent knowledge of farming practices and agricultural equipment and electronics
- Develop knowledge of Agrian’s products and pricing strategies
- Develop an excellent knowledge of Agrian’s internal tools for the purposes of account setup/modification and troubleshooting
Teamwork
- Collaborate and communicate timely and accurate information regarding client issues and concerns to other members of the Client Success team
- Accurately track all customer interactions in the CRM program which includes regularly updating and maintain the CRM information
- High willingness to learn and undertake additional responsibilities in an ever-changing, fast-paced environment.
Interpersonal Skills
- Ability to build appropriate rapport and establish constructive and effective relationships with peers and customers.
- High level of personal integrity, confidentiality, and accountability
- Ability to adapt personal style, work methods, and individual capabilities to contribute to Agrian’s Customer Success goals
- Excellent planning, time management, communication, presentation, and organizational skills
- Aptitude to handle multiple projects simultaneously while maintaining a detailed and methodical set of procedures
- Enthusiasm to provide detailed, above-par results
EDUCATION & EXPERIENCE REQUIRED
- Post-secondary education (Bachelor’s Degree preferred) in a related field such as Agricultural Business, Plant Science, Agronomy, Farm Management, or Precision Agriculture
- Minimum of 3-5 years account management experience in an Agricultural related field with the use of a web-based or mobile platform
- Knowledge of farming practices and equipment
- General knowledge of the principles and practices of soil fertility, fertilizer recommendations, site-specific agronomy, and GIS systems/GPS technologies
WORK ENVIRONMENT
LANGUAGE SKILLS:
- Ability to read and interpret documents such as crop protection labels and procedure manuals.
- Ability to write routine reports and correspondence.
MATHEMATICAL SKILLS:
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to compute rate, ratio, and percent.
REASONING ABILITY:
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to make independent decisions conceptualizing implications for the company.
CERTIFICATES, LICENSES, REGISTRATIONS:
- Possession of a valid driver's license and proof of liability insurance on personal auto.
- Must be insurable at all times.
PHYSICAL DEMANDS:
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