CRM Analyst creating customer segmentation and insights to optimize marketing campaigns. Working at Pernambucanas in a hybrid model to enhance customer satisfaction.
About the role
- Customer Success Manager at FieldClock enhancing relationships with top tier customers in AgTech sector. Leading onboarding and product usage optimization while being a key local contact in California.
Responsibilities
- Be a local presence for our top customers
- Serve as the dedicated single point of contact for assigned customers
- Own the entire relationship with assigned customers, including onboarding, implementation, ongoing training, adoption, retention, and satisfaction
- Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
- Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings
- Maintain existing customer success metrics and data as directed responsibilities
- Own the following Scheduled Interactions: Defined onboarding process for new customers, Monthly Status Meetings, Annual on site visit, Executive Business Reviews (2x-4x per year), Regular health checks, Regular product training
- Own the following Unscheduled Interactions: Data driven Emergency, More service tickets than usual, Declining usage, Overdue invoices, Poor Satisfaction Survey or NPS Score
- Become proficient with our tech stack, especially HubSpot
- Take ownership of becoming a Product Expert
- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
- Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals
- Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement
- Work with sales and marketing teams to boost customer referrals and develop case studies
Requirements
- Must live in California with the ability to travel within the state
- Product Expert
- Excellent customer facing skills
- Tech savvy (Our tech stack includes : HubSpot, Slack, Zoom, Loom)
- Three to five years of experience in communications, marketing, sales, account management, or customer success
- Strong skills in verbal and written communications, strategic planning, and project management
- Analytical and process-oriented mindset
- Ability to work effectively across multiple departments in a deadline-driven environment
- Active team player, self-starter, and multitasker who can quickly adjust priorities
- Fluent in Spanish
- Agricultural experience is strongly preferred
Benefits
- Competitive salary
- Flexible schedule
- Paid time off
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