Regional Relationship Builder

5 days ago


Cape Town, Western Cape, South Africa Aerobotics Full time

Aerobotics is a leading provider of innovative solutions for the agricultural sector. We are dedicated to empowering farmers and growers through cutting-edge technology and expertise.

We are seeking a highly motivated Customer Success Manager to join our Customer Success Team in Cape Town. This role demands a results-driven individual with exceptional customer service skills and a deep understanding of the agricultural industry.

The ideal candidate will be responsible for building and maintaining strong relationships with customers in South Africa and Australia, as well as with our business development managers in these regions.

Key Responsibilities:
  1. Customer Relationship Management:
  • Develop and maintain strong relationships with growers and fruit marketing companies in the particular regions.
  • Act as a key point of contact for customers, ensuring they maximise the value of our technology.
  • Conduct regular check-ins with customers to review their use of our products and provide strategic guidance.
  • Identify customers with a Churn Risk and set up a rescue plan with the broader team.
  • Identify opportunities to expand with existing customers and put together a plan to execute.
  • Ensure effective communication and follow-up with customers and internal teams across regions.
  1. Client Onboarding:
  • Working closely with our onboarding specialist you will oversee the end-to-end onboarding process for new clients in the assigned region.
  • Ensure that customer accounts are set up and configured correctly.
  • Use Vitally software to track onboarding tasks and projects.
  • Identify and implement improvements in the onboarding process to enhance efficiency and customer satisfaction.
  1. Problem Solving & Support:
  • Proactively address any issues or concerns raised by customers, ensuring timely resolution.
  • Collaborate with internal teams to resolve customer challenges and improve processes.
  • Monitor customer health and intervene proactively to prevent churn.
  1. Reporting:
  • Maintain accurate records of customer interactions and activities.
  • Generate and analyse reports on key customer success metrics, such as time to value, expansion available, and customer satisfaction scores.

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