Customer Success Representative at Synnefa

DUTIES AND RESPONSIBILITIES:

• Develop a deep understanding of customers needs and business objectives and drive use of CRMs to achieve customer satisfaction
• Partner with the business development team to develop successful account strategies that direct company resources to maximise retention of existing subscriptions and expand sales opportunities within assigned accounts
• Engage with customers to do regular value realisation assessments and advise on optimal utilisation of their investment in FarmShield.
• Guide customers through significant service milestones such as upgrades, new releases etc
• Be the customers strategic expert to share industry trends, best practises, competitive insights and product roadmap
• Educate customers on the FarmShield, Farmcloud & value propositions as well as new product features and functions to audiences ranging from farmers to technical stakeholders
• Position Synnefa’s value proposition as part of our overall business solution, linking these benefits back to the key business needs of the farmers
• Be the liaison working with Synnefa’s tech development teams (Engineering and IT Team) to present and support customers & fulfil customer success requirements.
• Manage the end-to-end customer account creation process including creating users, identifying relevant surveys, defining number of engagements, testing, and research
• Maintain a high level of customer satisfaction by advising on product/implementation best practices, providing product adoption and release guidance while serving as a liaison between customers and Synnefa's internal operations.
• Building Relationships: , As the first contact between customers and the organization, the relationships built will be to ensure customer satisfaction which is tied to client retention

EDUCATION REQUIRED:

Minimum Qualifications;

• An undergraduate degree in Computer Science or Bachelor of Business Information Technology or related field
• 1-2 years implementing and working with CRM systems and applications in a customer success position
• Has 2+ years of customer support experience in a fast-paced environment
• Demonstrated experience working in client environments and a passion to communicate the value of products to customers
• Deep Working knowledge of CRMs with experience in handling software from big firmware companies. Industry experience is desired

Additional Skills and Competencies

• Strong analytical and report interpretation capabilities
• Understanding of various technical architectures and operating systems
• Excellent organisation, project management and time management skills
• Team player who will work within the company to continue improving the way Synnefa serves its clients
• Excellent verbal and written communication skills
• Proficiency with Microsoft Office/Excel and Google Docs/Sheets is mandatory.