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:

• 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 region

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.

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.

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.

Required Skills & Qualifications

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