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Customer Success Manager

Vancouver, BC
4 days ago
Full time role

Company

Terramera

Vancouver, British Columbia, Canada

Terramera is a leader in plant intelligence using green chemistry, machine learning and artificial intelligence technologies to develop and optimize ...

View Company Profile

Job Description

FULL-TIME PERMANENT POSITION

 

OVERVIEW

Terramera is actively seeking an experienced Customer Success Manager to join our Intelligent Agriculture team. At Terramera, we are working on ambitious projects to quantify soil health, sequester carbon in soil, promote regenerative agriculture, and transform how food is grown, globally.

This position is based in Vancouver, BC, Canada and will require semi-regular travel to the US

YOUR MISSION

To the lead the Customer Success function and ensure a positive customer experience to support the adoption of our soil health platform. The Customer Success Manager will collaborate with product teams to identify and triage bugs to the right channels and highlight feature development opportunities for future iterations of the product.

WORKING RELATIONSHIPS

Reporting to Senior Director, Software Engineering, the Customer Success Manager will work closely with other members of our product development and business teams.

ACCOUNTABILITIES

  • Lead the expansion of the Customer Success team as the product scales and manage additional FTEs
  • Scope the key IT business requirements to support the Customer Success strategy
  • Monitor trends in Customer Success and identify emerging opportunities that the organization can capitalize on
  • Develop, manage, and review annual Customer Success budget
  • Develop relationships with users to assess their current and future needs for the platform
  • Work closely with platform users remotely and in the field as Terramera introduces the first wave of agronomists and growers onto the soil sampling platform
  • Open new user accounts by coordinating information exchange between users and internal development team
  • Act as an expert on the platform and its uses for users, addressing any questions regarding the product/platform, testing protocol, and outputs
  • Provide first-line technical and logistical support for users
  • Report and escalate identified bugs to the right channels
  • Track and highlight feature development opportunities for future iterations of the product
  • Work with Product and Business Development to devise and implement an effective Customer Success strategy across the Intelligent Agriculture organization, from creating SOPs and workflows for key activities to setting and monitoring KPIs

REQUIREMENTS

  • Degree from a post-secondary institution, or equivalent combination of knowledge and experience
  • Certifications that would be beneficial to have include Customer Experience Certification or Customer Service Leadership Certification (obtained, in progress, or demonstrated)
  • Prior experience managing a customer success team for a SaaS product
  • A minimum of four years' experience in a customer success role or related field
  • The ability to manage remote or international teams across multiple time zones
  • Experience managing customer support tools like LiveChat and Help Desk
  • High aptitude and comfort level with technical environments
  • Proven track record of taking ownership and effectively managing long- and short-term projects from start to finish
  • Prior education or experience in the agriculture space preferred, but not required
  • Demonstrate appropriate customer care skills such as empathy and active listening
  • Working experience in a tech Startup environment is an asset

QUALITIES WE’RE LOOKING FOR

  • Strong team player with solid communication and interpersonal skills
  • Entrepreneurial spirit, excited to build processes alongside changing business needs
  • Adaptable and comfortable working under pressure with time and resource constraints
  • Problem solving skills to identify potential technical / product solutions as they emerge

LOCATION

  • This role is based in Vancouver, BC, Canada and will require travel to the US on a semi-regular basis

WHO WE ARE 

Terramera is an AgTech company transforming how we grow food and the economics of agriculture by simulating complex systems and the interactions of molecules and taking learnings from and to the field. The company provides solutions to the agricultural industry to reduce the use of synthetic pesticides, increase crop resiliency, predictability and quality, support regenerative agronomy and measure the carbon sequestered through regenerative agriculture. Terramera is headquartered in Vancouver, British Columbia, Canada, with integrated operations that include research labs, automated plant growth facilities and a robotics workshop, and has more than 200 patents in its IP portfolio. 

Our success begins with our people. We’re looking for A-Players who are passionate about making a difference as we are and thrive in environments that are dynamic, challenging and rewarding. Join our movement, as we set a new standard and change the world together as a highly dedicated, innovative, future-focused and solutions-oriented team. 

While we thank all applicants for their interest, only short-listed candidates will be contacted. For more information on Terramera, please visit our website at www.terramera.com 

Terramera is committed to a diverse workforce and we are an equal opportunity employer. As we make serious efforts to learn more about how we can increase diversity in our candidate pool, we invite you to voluntarily provide demographic information in a confidential survey at the end of this application.

Providing this information is optional. It will not be used in the hiring process, and has no effect on your opportunity for employment.

APPLICATION DEADLINE 

  • Applications will be accepted on a rolling basis.  

Terramera

Vancouver, British Columbia, Canada

Terramera is a leader in plant intelligence using green chemistry, machine learning and artificial intelligence technologies to develop and optimize ...

View Company Profile