NextGen AgTech, a provider of agriculture-focused technology solutions based in Meridian, Idaho, is seeking a Customer Success Specialist. Founded in 2022, NextGen AgTech is committed to creating abundance for our partners, employees, stakeholders, and the agriculture industry. Our software development partner, In Time Tec, is recognized as one of Inc. 5000's fastest-growing privately held companies and has been named one of the Best Places to Work in Idaho for seven consecutive years.

We are developing cattle management software to revolutionize the cattle industry regarding ease of use, convenience, features, and data analytics, all hosted in the cloud. Our solutions offer both web and mobile applications.

Are You a Fit?

Those who thrive at NextGen AgTech are, first and foremost, focused on people and making a difference for others. They are committed to and are passionate about learning their craft and developing themselves as leaders. Competency to deliver and perform is required. We see work as a vehicle to create abundance for our partners, teams, families, and community. Our employees welcome and desire professional and personal coaching to enable them to live a life they love and live it fully.

Please explore the resources provided below to understand our culture at NextGen AgTech and In Time Tec:

• https://www.intimetec.com/

• https://www.glassdoor.com/Reviews/In-Time-Tec-Reviews-E484136.htm

• https://www.youtube.com/watch?v=03gQSvmG2Ps&feature=youtu.be

• https://www.youtube.com/watch?v=mG3zwQhrigo

Responsibilities

The Customer Success Specialist becomes an expert in the setup and operation of NextGen AgTech's software, hardware, and solutions to perform the following functions:

• Owns the entire customer relationship, including onboarding and training, implementation, training, adoption, retention, and satisfaction.

• Trains new customers on the software, hardware, and associated solutions.

• Focuses on helping customers troubleshoot complex issues with software, hardware, and solutions that require a deep understanding of the product architecture.

• Guides customers through known solutions, documenting issues, and escalating complex problems to higher-level support or development teams.

• Ensures customers derive maximum value from a product or service throughout the entire lifecycle.

• Advances the design and functionality of the solution by working closely with the customers.

• Bridges the gap between technical support and engineering.

• Establishes relationships as a trusted and strategic advisor to help ensure the continued value of NextGen AgTech's products and services.

• Develops and maintains customer-success strategies, best practices, and customer-support content.

• Communicates effectively with internal and external managers to better understand customers' needs, maximizes customer retention and growth, and shares learnings.

• Maintains existing customer-success metrics and data as directed.

• Serves as the day-to-day contact for the customers, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.

• Reviews the customer journey, determines how it's supported, and uses a consultative approach to help clients overcome issues and achieve their goals.

• Works with sales and marketing teams to boost customer referrals and develop case studies.

Skills

• Communication skills - Strong verbal and written communication abilities to effectively interact with customers, build trust, and convey complex information. Confidence to say what needs to be said to move a conversation, project, and deliverable forward.

• Empathy - The ability to understand and address customer concerns, questions, and issues with patience and helpfulness.

• Relationship management - Skilled at developing long-term, strategic customer relationships as a trusted advisor.

• Product knowledge - Deep understanding of NextGen AgTech's products, services, and policies to provide effective troubleshooting and best practices.

• Collaboration - Works cross-functionally with teams like sales and marketing to share customer insights and drive retention.

• Time management - Strong organizational and prioritization skills to manage multiple customer accounts and projects.

• Problem-solving - Analytical mindset to identify customer issues, find solutions, and proactively prevent problems.

• Customer intelligence - Ability to deeply understand each customer's unique needs and goals to provide a personalized experience.

• Adaptability - Flexible to handle changing job responsibilities and take on special projects as needed.

• Radical candor - as described in this video: https://www.youtube.com/watch?v=4yODalLQ2lM

Travel Requirements:

NextGen AgTech, will reimburse milege associated with business related travel, in a personal vehicle, at the current IRS mileage reimbursement rate.

A Customer Support Specialist can expect to drive up to 90 minutes from the home office twice a week, with occasional overnight stays.

Logistics

• NextGen AgTech will not sponsor work visas and requires a candidate to be a U.S. citizen.

• NextGen AgTech does not offer a relocation package.

• Hours: Full-time