Customer Success and Support - Sao Paulo, Brasil - Indigo

Indigo

Empresa verificada

Sao Paulo, Brasil

há 4 dias

Postado por:

Ana Silva

beBee Recruiter

Descrição

About Indigo
Indigo Ag is a mission-driven company dedicated to harnessing nature to help farmers sustainably feed the planet.

We innovate across a breadth of technology and science disciplines to help enhance agriculture's long-term sustainability and profitability and mitigate the climate crisis.

We seek to positively impact the world through the digital and biological solutions we bring to the market, creating a more resilient earth, healthier economies, and thriving communities.

Our people build partnerships, explore the science, and engineer the technology to help grow the future of sustainable agriculture.

The only way to achieve it is through a unique combination of expertise - from Fortune 500 to academia, soil science and agriculture, to tech start-ups.

Are you passionate about successfully helping customers use new digital products and being the "voice of the client" within organizations? Do you get energized working in fast-paced environments and with multiple teams to increase client engagement?

We're hiring a

_Manager of Customer Success and Support_ to lead efforts for one of our digital products - Market+, a digital solution for grain merchandising.

The Company

Indigo Ag is a high-growth international agtech startup with the mission of harnessing nature to help farmers and agribusinesses sustainably feed the planet.

We connect sustainability and profitability by combining data-driven insights, natural microbiology, and innovative digital technologies.

This intersection of agriculture and technology comes through our three synergistic product lines:

Biotrinsic:
a portfolio of biological products derived from plants, for plants

Market+:
a digital solution to digitize and streamline grain transactions

Carbon:
a program to help farmers generate income from sustainable practices

The Role
You'll onboard, manage the account, and provide the necessary support for client stakeholders. You'll be the primary interface between clients and Indigo. While you help clients succeed, you'll identify how we can increase their engagement, present additional solutions, and avoid churn.

Customer Success Manager core responsibilities include:
Onboarding customers into the product

Create materials and lead training and alignment sessions with users

Lead and monitor the registration of facilities, users, and accounts

Build the onboarding playbook for Market+

Managing accounts throughout their lifecycle

Map and communicate users' pain points and unmet needs internally, influencing the product roadmap

Create a performance dashboard to monitor KPIs (e.g. users' activity, volume transacted, # of transactions)

Co-design tactics to improve retention and map cross-sell opportunities

Generate reports to share with Indigo's teams and client leadership

Providing continuous customer support

Develop and manage help desk articles based on FAQ

Create a library of frequent responses to be used in chats and short videos explaining features

Building relationships (internal and external) and the CSS knowledge base

Build, maintain and demonstrate positive relationships with clients' users and decision-makers

Work closely with Product Managers, Designers, and Engineers to maximize opportunities for both our clients and Indigo.

Experience and Skills:

4+ years of proven experience in Customer Success, Client Engagement, or Account Management, ideally in a B2B setting
Customeroriented mindset, with an understanding of what makes people tick and a desire to help them succeed
Excellent communication and collaboration skills, with an empathetic and adaptive style able to suit different audiences and situations
Appetite for building processes, documenting them, and sharing successes to drive the team forward
Strong attention to detail and ability to manage multiple clients/projects concurrently
Ability to monitor data, analyze reports, and leverage results
Fluency in English

Preferred Qualifications: