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Director of Customer Success

Company: HeavyConnect
Location: Salinas
Posted on: August 13, 2019

Job Description:

HeavyConnect is a high-growth AgTech startup and Techstars Farm-to-Fork alumni in Salinas, CA that is revolutionizing field workflows with it's refreshing mobile platform. About usHeavyConnect is The Digital Content Management Platform for the Agriculture Industry. Our mobile app provides mission-critical compliance documentation and recordkeeping for the world's largest farming operations. We are based in California's Monterey County, the "Salad Bowl of the World; home to John Steinbeck, Pebble Beach, and some of the largest brands in fresh produce .Since 2015, HeavyConnect has been making headlines in both the Ag and Tech industry as a standout in two of the world's premier startup accelerators (Techstars & 500 Startups) and has received various regional awards including the Monterey Bay Startup Challenge and the Salinas Valley AgTech Supporter of the Year.--The rapid industry-wide adoption of the HeavyConnect platform means we are growing fast. We are looking for people to join our team who are driven to improve the lives of our customers everyday and make a massively positive impact in the global food supply chain. About youYou get s#!t doneSee # 1See # 1You handle rapid growth easily and take evolutionary changes to the business in stride everydayYou thrive in a team environment (competitive sports, campaign manager, military, etc. ) and when it comes to accomplishment, you value team over selfYou are resourceful, learn quickly, adaptive, and always find a way forwardYou understand the importance of relationships and direct communicationYou are a professional and handle yourself accordingly About the roleThe Director of Customer Success (CS) owns all aspects of the customer relationship and is responsible for continuous successful deployment of the HeavyConnect platform throughout the customer lifecycle. This role works hand-in-hand with the Sales and Product teams to provide an efficient on-boarding journey that results in a superior user experience for each of HeavyConnect's unique enterprise customers. ResponsibilitiesRecruit, train, and deploy Customer Success Specialists (CSSs).Lead CSSs--through coaching and setting performance objectives.Own the performance metrics for the CS team.Work with CSSs and the Sales team to set customer deployment plan and milestones.Manage customer deployment plan to ensure milestones and timelines are met.Own customer support and technical issue resolution for all customer accounts.Document all customer interaction in Salesforce.Resolve escalated customer support calls by leveraging the appropriate staff and customer contacts.Manage after hours support to ensure 24/7 service is maintained.Perform in-person and remote training for HeavyConnect customers.Manage client platform usage metrics.--Support deployment of new features and product updates within existing customers.Optimize CS processes by identifying opportunities and making adjustments to customer training, support, and reporting.Develop strategies and report operational progress (KPIs & OKRs) to company leadership.Support company leadership in optimizing financial gross margins for MRR activities. RequirementsEducation: BA / BS degree or equivalent field experience in a related industry.Minimum 2-3 years of customer success leadership experience.Minimum 3-4 years of technical customer support experience.Demonstrated expertise in operational compliance (FSMA, OSHA, payroll & labor regulations).Tech proficiency: Salesforce, Office 365, GSuite, Slack, iOS & Android.Strong ability to leverage resources to control multiple tasks and organizational responsibilities.Present professionally with exceptional interpersonal, written, and verbal communication skills.--Experience with software training, world-class customer service, and account management.Spanish & English fluency desired. More---Company: HeavyConnect, Inc.Location: Monterey County, California, USACompensation: The ideal candidate will receive an aggressively competitive salary with performance bonus and a full benefits package.Inclusion: Come as you are. We celebrate diversity and are committed to creating an inclusive environment for all employees. HeavyConnect is an equal opportunity employer. To apply, email with the subject line "Director of Customer Success Application". Please include your resume within the body of the email.

Keywords: HeavyConnect, Salinas , Director of Customer Success, Executive , Salinas, California

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