Customer Success Specialist
2 weeks ago
With our technology, feed mills, commercial grain handling facilities, and protein producers are enhancing feed ordering efficiency, raising healthier animals, improving employee safety, reducing their environmental footprint and - most significantly - uncovering new savings. Today, BinSentry is monitoring more than 20,000 bins in real time across North America. When it comes to the future of agricultural supply chain management, BinSentry is leading the way. For more information visit www.binsentry.com.
As we scale up, we're looking for a Customer Success Specialist to onboard, nurture, retain, and expand BinSentry's customers. Our customers are primarily within the Poultry, Swine, Feed Mill, and/or Co-Op space. Customer Success is directly responsible for retention and plays a key role in our overall revenue growth goals. The successful candidate has strong communication skills, and is adept at handling many rapid and concurrent customer deliverables. They enjoy teaching customers, and challenging the status quo in order to deliver true value to the customer. They are a team player and work well with internal departments, especially Sales, Service, and Product/Development, in order to provide ROI for both the company and the customers. They are motivated by helping customers, delivering solutions, and providing a consistent customer experience. Experience in, or a passion for, the Ag industry is a plus.
Customer Success Specialist Responsibilities:
- 3+ years of Customer Success experience or equivalent in Account Management.
- Assigned roughly 30 customer accounts, whereby you are directly responsible for the onboarding, training, health, and support of the customer, in order to achieve retention and expansion.
- Deliver strong onboarding and training program to BinSentry's commercial Customers.
- Offer high touch/engagement with assigned customers including Monthly Meetings, On-site visits, and customized training.
- Provide excellent customer experience and communication to ensure customers and BinSentry are mutually successful.
- Expand business within existing accounts by effectively quantifying & communicating the value BinSentry provides to customers.
- Support sales team/process with prospective and current customers, including navigating the organization to nurture champions and super users.
- Work internally with Product to prepare and deliver customized insights reports, which aid in demonstrating ROI and customer expansion.
- Stay current on BinSentry's product releases, and roll out new features/functionality to your assigned customers.
- Utilize the Hubspot CRM to maintain up-to-date records and effective customer communication.
- Listen to customers and ensure a strong customer feedback loop exists throughout the company.
Within First 60 Days:
- Complete BinSentry onboarding and training program, and get up to speed on our customers and industry.
- Shadow Customer calls, meetings, on-site visits (where applicable) to offer a rapid uptake of information.
- Learn Customer Success Processes and Understand the BinSentry Platform in preparation for leading training and onboarding.
Within First 90 Days:
- Assigned 30 customers whereby you are directly responsible for the onboarding, health, and expansion.
- Begin account transitions through monthly calls and offer support/follow up to customers.
- Offer high touch/engagement with assigned customers including Monthly Meetings, On-site visits, and customized training.
Within First 180 Days:
- Managing customers with little to no supervision.
- Deliver strong onboarding program to our Customers.
- Begin expansion business within existing accounts by effectively quantifying & communicating the value BinSentry provides to customers.
- Support sales team/process with prospective and current customers, including navigating the organization to nurture champions and super users.
Required Skills and Abilities:
- Insatiable hunger for helping People (and Businesses) succeed.
- Ability to navigate complexities of multi-level organizations to build champions and reach decision makers.
- Strong presentation skills, ability to present both in person and remotely.
- Problem solving and distilling complex information into simple terms.
- Animal Agriculture experience a strong plus but not required.
Education and Experience:
- University/College degree or equivalent.
- 3+ years customer success experience directly managing a book of business greater than $1MM ARR.
- Familiarity with following onboarding/training processes.
- Knowledge of or willingness to learn agricultural feed supply chain.
- Excited by opportunity to drive efficiencies, reduce agriculturally-produced waste, and improve animal health on commercial farms.
- Must have a valid passport.
- Must be willing to travel at least 25% of the time.
Is BinSentry Remote?
This role can be fully remote and/or options to work out of the Kitchener (Ontario) office.
BinSentry is pleased to offer:
- Full, company-paid group health and dental benefits plus your choice of an annual HSA or PSA (if Canadian).
- Comprehensive benefits package, including health, and dental if American.
- Competitive compensation and an equity and bonus package.
- A meaningful mission in which you are invited to participate.
- Brag-worthy swag.
- Awesome company events.
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