About the RoleAs a Customer Success Manager at Hectre, you will play a critical role in ensuring our customers derive maximum value from our products and services in the agricultural sector, specifically fresh fruits.
You will manage customer relationships, promote long-term loyalty, and help expand our footprint through upsell and cross-sell initiatives.
Additionally, you will bridge the gap between our customers and internal teams such as product, sales, and marketing to identify customer problems and opportunities to improve our services.ResponsibilitiesOnboarding Training:Oversee the onboarding process for new customers, ensuring a seamless account setup.Establish customer account objectives, goals and plans to deliver the value and positive impact of Hectre's products and services.
Lead the installation and on-site training of Hectre's products, ensuring customers are fully operational and confident in using our solutions.Coordinate with technical teams to facilitate smooth installations and address any issues promptly.Provide comprehensive training to customers on product features and functionalities.Develop training materials and resources to enhance customer knowledge and usage of our products.Customer Advocacy Satisfaction:Develop strong relationships with key customer stakeholders, acting as a trusted advisor.Implement customer feedback loops to continuously improve products and services.Promote and manage customer referral programs to drive new business through existing customer advocacy.Manage customer escalations by coordinating with executive sponsors and ensuring swift resolution of critical issues.Maintain strong relationships with executive sponsors to ensure alignment and support for customer success initiatives.Customer Retention Growth:Drive strategies to achieve high Net Revenue Retention (NRR).Monitor and manage customer churn, developing proactive measures to enhance retention.Oversee renewal management processes to ensure timely and successful contract renewals.Identify and execute upsell and cross-sell opportunities within the existing customer base.Collaborate with sales and marketing teams to align strategies and achieve revenue targets.Customer Support:Offer proactive support to customers, addressing their inquiries and issues promptly.Collaborate with the support team to ensure timely resolution of customer problems.Monitor customer support metrics to identify areas for improvement and ensure high satisfaction levels.Key Performance Indicators (KPIs)Net Revenue Retention (NRR)Customer Churn RateRenewal RateUpsell and Cross-Sell RevenueCustomer Satisfaction and Net Promoter Score (NPS)Referral Rate from Existing Customer BaseIdeal CandidateExperience Skills:Proven experience in a customer success role.Preference:3+ years of experience in the agricultural sector, specifically fresh fruits (e.g.
Apples, Cherries, Citrus).Expertise in account management, customer retention, upsell, cross-sell, and renewal management.Excellent communication and interpersonal skills, with the ability to build strong customer relationships.Language Requirements:Fluent in English and at least one of German, Italian, and Spanish.
More languages will be advantageous.
Travel Requirements:Able to travel at a short notice (minimum 1-2 weeks notice)Able to travel a minimum of 6 weeks per quarter.Personal Attributes:Strategic thinker with a customer-centric mindset.Data-driven with strong analytical skills.Highly organized and detail-oriented.Adaptable and able to thrive in a fast-paced, dynamic environment.Strong advocacy for customers, ensuring their voices are heard and their needs are met.Proactive approach to identifying and capitalizing on upsell and cross-sell opportunities.Hands-on approach in conducting business reviews and leading customer interactions by example.IT literate and mechanically minded.
Comfortable working with software and hardware, with a strong ability to troubleshoot and optimize tech-based products.Commitment to upskilling team members and fostering continuous learning.Ability to collaborate effectively with cross-functional teams to drive customer-focused innovation.RemunerationBase: €35,000 - €42,000 annuallyPerformance-based, uncapped Bonus: based on NRR, churn, CS generated-revenue, and CS team engagement score5,000 Employee Share Options vested over 4 yearsWhy Join Hectre?At Hectre, you'll join an award-winning leader in the agritech sector that is reshaping how fresh produce is grown and managed.
As a recognised startup with a growing presence in over 19 countries, we offer unparalleled opportunities for professional growth in a dynamic, fast-paced environment.
You'll collaborate with world-class talent and industry experts, pushing the boundaries of innovation and excellence.Our cutting-edge solutions have made a significant impact on reducing food loss and enhancing sustainability in agriculture.
By joining our team, you'll be part of a mission-driven company dedicated to transforming the agricultural landscape and addressing global food challenges.Here, you'll have the chance to develop your career through hands-on experience, international travel, and exposure to diverse markets and technologies.
At Hectre, your work will not only shape the future of agritech but also contribute to meaningful advancements in how fresh produce is cultivated and managed.Embrace the opportunity to make a real difference, grow professionally, and work with a passionate team that is at the forefront of agricultural innovation.
Join us at Hectre and be part of a visionary company that is making a global impact.
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