Customer Success Manager

Who We Are

We are the most trusted provider of data collection and management, marketing program management, and analytical solutions for our Crop and Animal Health industry clients.

With data services at the core—surrounded by an extensible array of streamlined software solutions—our unified platform represents over three decades of innovation and expertise in the agriculture, crop protection, specialty chemical, and animal health industries.

Backed by an entrepreneurial, creative, and energetic workforce, teammates at AGDATA are pushing the boundaries of technology to enhance our relationships with our clients.

We are a growing team, focused on adding creative, knowledgeable individuals who are ready to jump right in and make an immediate impact.

Visit us at www.agdata.com

More about us here: https://vimeo.com/347063684

Position Summary

This person is expected to achieve a daily level of knowledge on the assigned client’s low complexity operational engagements and their industry, as well as a beginning awareness level of knowledge of several AGDATA offerings. Typically manages a small number of internal and external stakeholders’ expectation levels across mainly implementational activities.

This role is establishing trust internally and externally, learning about the organization’s technology and tool set, and participating at a lower level in brainstorming around solutions across that tool set. This person’s intuition and guidance focus almost exclusively on the client engagement and they are gaining recognition and reputation within the organization for the input they can provide. This role focuses on and assists with client retention and utilizes internal reports as KPIs for retention.

Key Responsibilities

Manages the engagement of multiple Strategic & Emerging and/or Key Accounts clients. (Typically manages a book of clients with a combined revenue of

Researches and gains knowledge of the organization’s technology tools and processes to better assist and manage client accounts

Leads client-facing meetings and trainings

Creates and manages the calendar for regular meeting preparation, meetings, and executive updates

Supports and manages the pre-work timeline for customer presentations (e.g., quarterly business reviews, retrospectives)

Plans and consolidates call agendas, including follow-up with functional leads to ensure call preparedness, harvesting agenda items for customer calls, and facilitating those calls

Utilizes peers and internal resources to gain knowledge of clients and tools to best manage the relationship and projects

Proactively partners with sales, success, and technical organizations to ensure client satisfaction, agrees on customer health status, and coordinates movement from lesser ratings back to green following the prescribed process

Administers chosen solutions and measures impact of solutions within the client relationship

Travels to client locations and to HQ in Charlotte, NC, as requested, but typically 3–7 times per year

Required Qualifications:

• Bachelor’s degree or equivalent experience
• Desire for 1–2 years of industry experience in client servicing at typically an entry level
• Experience leading client-facing meetings and trainings
• Mid-level proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and Teams (internal and client)
  
  

Proven Success With

• Problem-solving
• Meeting financial, customer health, and project completion goals
• Working with complex data relationships and interactions
• Easily understanding technical tools and processes
• Excellent verbal and written communication skills, with the ability to simplify most operational information for increased universal understanding with moderate SME participation
• Ability to compose written communications and presentations with guidance
• Ability to set proper expectations both internally and externally
• Comfortable pushing internal and external stakeholders for information to hit deadlines
• Presents analytical and problem-solving skills, and experience applying these skills to resolve customer business issues
• Proven to be an adaptive learner of technical tools and processes
• Ability to manage conflict to achieve positive outcomes with internal or external relationships
• Ability to recognize that relationship building extends beyond the operational engagement
• Comfortable juggling multiple priorities
• Excellent listening skills
• Ability to deal with ambiguity
• Exhibits business curiosity
• Willingness to adapt to change
  
  

Preferred Qualifications:

• Experience in agriculture or animal health highly desirable
• Basic knowledge of Confluence/JIRA highly desirable
  
  

How AGDATA Will Support You:Supporting Your Health & Well-Being:

• You have the option to choose from four medical, two dental, and two vision plans to ensure your elections are the best fit for you and your family, including your domestic partner and their child(ren).
• Helping you save: you’ll have access to a Health Savings Account with employer contributions, as well as Health and Dependent Care Flexible Spending Accounts.
• Planning for the future: you can plan for the near and long term with AGDATA’s 401(k) retirement savings plan with matching company contributions and our tuition reimbursement program.
• Ensuring all-around well-being: you’ll also enjoy access to ancillary benefits, Employee Assistance Programs including virtual counseling sessions, Pet Insurance, Ergonomic Assessments, and other discount programs to help you and your family stay on track physically, socially, emotionally, and financially.
  
  

Emphasizing Work-Life Balance:

• Paid time off is available to you, and we also offer competitive holiday options, including the week between Christmas and New Year’s. The special perk is that the entire organization is off at the same time.
• Offering flexibility: we understand life happens. You can work from home and partner with your manager to flex your hours.
  
  

Being Comfortable in the Office:

• Need or want to come into our brand-new office space? Free snacks and different types of drinks will be available for you to choose from.
  
  

Offering a Best-in-Class Onboarding Experience:

AGDATA invests heavily in our associates’ training and development. Our Training team is fully dedicated to ensuring your onboarding will be successful and also focuses on the continued development of your soft and hard skills.

Living An Open-Door Environment

• You’ll have unparalleled visibility and communication with senior leadership across the organization. Each member of our executive team meets with new hires during their first quarter.
  
  

Supporting a Feedback-Driven Culture:

• Our Shout Out Program gives associates the opportunity to give feedback at any time, which is shared and celebrated company-wide and may even be topped off with an award.
  
  

Ensuring Clear Communication:

• Monthly in-person and virtual town halls led by our CEO and other leaders ensure everyone stays up to date. Lunch is provided so you can socialize and collaborate.