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Customer Success Associate

1 month ago

Cape Town, South Africa Aerobotics Full time

**Customer Success Associate**

We are looking for a **Customer Success Associate** to join our Customer Success Team 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 Operations Associate and Onboarding Specialist at Aerobotics plays a crucial role in providing professional support to the commercial team and clients. Key attributes include diligence, intuition, a commitment to process improvement, time management skills, and attention to detail. Success in the role relies on effective communication, clear problem-solving skills, and proactive involvement in strategic initiatives.

**Responsibilities**

**Client Onboarding**:

- Manage the end-to-end onboarding process for new and existing clients.
- Use GIS software to set up client farm boundaries and orchard metadata
- Coordinate with internal teams to set up client accounts and configure software as needed.
- Coordinate with clients from time to time in cases where missing data or clarity for existing data is required.
- Use Vitally software to track tasks and onboarding projects.
- Identify areas for improvement in the onboarding process and suggest solutions.
- Responsible for client data integrity throughout the processing pipeline

**Documentation and Reporting**:

- Maintain accurate records of client interactions and onboarding activities.
- Generate reports on key onboarding metrics, such as time to onboard, etc.

**Customer Operations Management**
- Pre-flight farm set up / flight check-in with Customer Team Members (CTMs),
- Review the two-week flight forecast against the checklist of minimum required inputs from Customer Ops (spacing, annotation style, plant pattern, crop/cultivar types)
- Working closely with Drone Ops to understand flight dates/ delays/ priorities etc.
- Manage processing and yield operational requests
- Ability to pull required data from the Aerobotics Data Warehouse
- Aerobotics Crop Insurance Services (ACIS) support and Pre Acceptance Worksheet (PAW) Digitisation

**Leadership**
- Joining and contributing to the relevant business forums
- Create, monitor, and strive toward target-driven KPIs and business priorities
- Ensuring all the correct communications and updates are sent out effectively and follow-ups are done
- Update, migrate, and improve processes to create solid systems and process flows
- Update and create training manuals for others to assist with tasks effectively
- Capacity planning: setting up a day/week with tasks and deadlines and ensuring visibility.

**Required Skills & Qualifications**
- Matric qualification (Higher education is a plus)
- 2+ years of experience in customer success, onboarding, or a related field.
- Strong communication and interpersonal skills, analytical and problem-solving skills
- Proficiency in digital data management and documentation.
- Experience working with CRM software is a plus.
- SQL Experience
- QGIS Experience (preferred but not essential)
- Excel, Google Sheets, Docs, and Slides skills

Term
- 6-month contract, with the possibility of extension

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