Customer Success Manager

3 days ago

Cape Town, Western Cape, South Africa Aerobotics Full time

We are looking for a Customer Success Manager to join our Customer Success Team based in Cape Town.

About Aerobotics

Our mission is to provide intelligent tools to feed the world. We do this by providing tree and fruit insights to growers in 18 countries around the world, enabled by drone imagery and artificial intelligence.

We have analysed over 280 million trees and 1 million fruit to date. Our team of 40+ people is based out of Cape Town and we have commercial offices in the USA, Portugal, and Australia. Everything that we do and every decision that is made is driven by our Core Values.

About the role

The Customer Success Manager at Aerobotics will play a critical role in forming and nurturing strong relationships with our customers in South Africa and Australia as well as with our business development managers in these regions. This role demands a proactive problem solver with meticulous attention to detail who is customer-centric in all approaches. Due to the Australia Time Zone, this employee will be required to work from 5am – 1pm Mondays to Fridays.

Responsibilities

Customer Relationship Management:

  1. Develop and maintain strong relationships with growers and fruit marketing companies in the particular regions.
  2. Act as a key point of contact for customers, ensuring they maximise the value of our technology.
  3. Conduct regular check-ins with customers to review their use of our products and provide strategic guidance.
  4. Identify customers with a Churn Risk and set up a rescue plan with the broader team.
  5. Identify opportunities to expand with existing customers and put together a plan to execute.
  6. Ensure effective communication and follow-up with customers and internal teams across regions.

Client Onboarding:

  1. Working closely with our onboarding specialist you will oversee the end-to-end onboarding process for new clients in the assigned region.
  2. Ensure that customer accounts are set up and configured correctly.
  3. Use Vitally software to track onboarding tasks and projects.
  4. Identify and implement improvements in the onboarding process to enhance efficiency and customer satisfaction.

Problem Solving & Support:

  1. Proactively address any issues or concerns raised by customers, ensuring timely resolution.
  2. Collaborate with internal teams to resolve customer challenges and improve processes.
  3. Monitor customer health and intervene proactively to prevent churn.

Reporting:

  1. Maintain accurate records of customer interactions and activities.
  2. Generate and analyse reports on key customer success metrics, such as time to value, expansion available, and customer satisfaction scores.

Required Skills & Qualifications:

  1. Bachelor's degree or equivalent experience in customer success, business, or a related field.
  2. 3+ years of experience in customer success or a related role, preferably in the technology or agricultural sectors.
  3. Agricultural or Ag-Tech experience preferred.
  4. Strong communication and interpersonal skills, with an ability to build and maintain relationships.
  5. Excellent attention to detail and proactive problem-solving skills.
  6. Customer-centric approach to all interactions.
  7. Proficiency with CRM software and customer success tools (e.g., Vitally).
  8. Ability to work independently and manage multiple priorities in a remote work environment.
  9. Willingness to travel as needed to meet with customers in person.
  10. Due to the Australia Time Zone, this employee will be required to work from 5am – 1pm Mondays – Fridays.
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