Customer Success Specialist - Team Lead

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Ever.Ag

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Dairy Industry • Livestock Industry • Animal Protein • Meat Industry • Agribusiness SaaS

501 - 1000

Description

• The Customer Success Specialist (CSS), Team Lead will be responsible for developing and nurturing trusted advisor relationships with our customers. • With a focus on helping customers maximize the ROI from EFC Systems’ ERP Division. • You will drive activities associated with ensuring adoption, support effectiveness, and gauging overall customer satisfaction. • The ideal candidate will be practically resourceful, as well as able to maintain excellent communications and strong relationships with key executives and related contacts. • Develop and maintain strong contacts within various team members within the organization through proactive outbound activities such as managing post on-boarding activities, implementation tasks, supplemental training, and increasing adoption of software to ensure retention. • Develop a customer success plan for each customer; define key performance indicators with customers and make sure they meet and/or exceed them. • Proactively engage your customers on a regularly scheduled cadence (via email, phone, remote, and onsite visits) where you will work closely with them to review performance metrics, additional training needs, and usage of our products to ensure your customers are optimizing their value from their investment. • Provide escalation management assistance for both client and EFC Systems as needed; provide support and guidance while reacting to the unexpected. • Plan and execute regular business reviews with customers to understand and guide expansion opportunities. • Understand and articulately communicate client feedback on EFC Systems product offerings and services to help drive product enhancements and roadmap. • Oversee, maintain, and update CRM system with client statuses and interactions. • Lead or support other assigned projects.

Requirements

• Bachelor’s degree preferred in business, sales, marketing, or a related field from an accredited college or university required • Minimum 5 years of customer success or similar customer-facing experience with proven ability to expand responsibilities • Experience with implementing software and understanding of enterprise software is highly desirable • Understanding supply chains is highly desirable • Ability to travel to customer sites, as required, up to 30%