What are the responsibilities and job description for the Customer Success Specialist position at Breedr?
Customer Success Specialist
Location: Office based, Austin, TX
Reports to: Head of Customer Success
About Breedr
Breedr is breaking ground in the $1 trillion global livestock industry to bring beef supply chain management into the digital age. Breedr technology connects seedstock, producers, feedyards, packers, and food retailers together to deliver supply chain transparency, traceability, and improvements in the economic and environmental impacts of livestock production. We have developed a suite of tools to help ranchers make better-informed decisions about sourcing, breeding, and animal management to deliver a production base fit for the future.
Job Summary:
As a core part of the Breedr team in the US, you will be joining our US Customer Success team to support new and existing customer relationships by ensuring best in-class service to drive engagement and deliver productivity enhancements to their businesses. The ideal candidate will have excellent customer service skills, superb written and verbal communication and will be interested and comfortable in a start-up technology environment. Supporting our growing US cattle industry customer base, you will play a vital role in the customer journey on the Breedr software. We are looking for an individual who has an interest in agriculture, understands technology and data, and wants to help build a solution that increases the productivity and profitability for ranchers around the US.
Key Responsibilities:
1. Contact and build relationships with new customers
- Work with customers along their entire journey with Breedr starting with sign-up
- Get to know new customer’s business, needs and problems they face
- Using the knowledge you gain, train them on using the Breedr software
- Support them in the setup process by reviewing their existing data and translating it into a format compatible with Breedr
- Maintain an ongoing relationship through regular touchpoints and check ins
2. Support existing customers
- Maintain an open line of communication with all customers to ensure engagement is high
- Identify opportunities to upgrade subscriptions and introduce customers to other offerings in Breedr including supply chain involvement and trading cattle
- Monitor support email, phone number, and live chat channels to assist with questions that come in during business hours (limited after business hours support required)
3. Subject matter expert for Breedr software
- Master how to utilize the Breedr software from a customer’s perspective
- Support the US Breedr team with spreadsheet manipulation and data importing tasks into the Breedr software
- Create reports for customers based on data in Breedr
- Collaborate regularly with software development team on new features or bug fixes needed
- Develop and maintain how to documentation including Help Center articles, in app support guides, and email templates to share with clients for self service
4. Oversee and use supporting software programs
- Hubspot - track all customer communications and new customer conversion
- Shopify - Manage Breedr Shopify account for partner hardware sales
- Pendo - track customer usage trends and report back to team and build pop up guides to assist with app self service
Skills & Qualifications:
- Based in or around Austin, TX with ability to be in office most of the week
- 1-3 years experience in customer facing role OR in the ag/cattle industry
- Strong work ethic with high level of empathy, energy and enthusiasm
- Communicate in a friendly, empathetic & professional manner
- Comfortable with outbound calls and inbound chats, emails and texts
- Works well in a fast-paced, ambiguous environment and adaptable to change
- Self-motivated with ability to work independently and collaboratively
- Comfortable with data management and interpretation
- Proficient in Excel/Google Sheets and G-Suite
- Hands on experience with Hubspot, Shopify or Pendo a plus, not required
- Bachelor degree in business, comm or agriculture preferred but not required
- Ability to do some travel - approximately 3-5 times per year
Benefits
- A work hard, play hard environment with an entrepreneurial approach
- Competitive salary
- Health, vision, dental and life insurance - 80% company paid
- 20 days paid holiday annually plus most US federal holidays off
- Well-being allowance