Customer Success Specialist

Customer Success Specialist

Founded in 2010, Semios Group is a leading agricultural technology company helping growers, agronomists, and ag retailers manage over 200 million acres across five countries. Semios pioneered variable-rate pheromone-based mating disruption in orchards and has since expanded into a comprehensive portfolio covering crop protection, water management, frost control, automation, and a leading farm management information system. The Semios Group includes trusted brands such as Semios, Agworld, Altrac, and Greenbook. We continue to drive the next generation of digital agriculture, supporting growers, agronomists and ag retailers in improving sustainability and profitability.

Our innovative work has been recognized with several industry awards, including:

• AgTech Breakthrough – Smart Irrigation Company & Pest Management Solution of the Year
• Thrive Top 50
• Google for Startups Accelerator Cohort
• Global Cleantech Top 100

We know our journey is only achievable by having a great team who shares ideas, tries new things, and learns as we go.

As the ideal Customer Success Specialist, you are passionate about the customer experience, and you are familiar with, have experience with, or genuinely care about farmers. You have the ability to understand and explain our tools and insights and adjust your communication style to fit your audience. Motivated by meaningful work, you are looking for more than just a job; you want to work for a dynamic, growing company that finds solutions to real-life problems. Your ideal work environment includes a collaborative team spirit with the opportunity to learn and grow as you take the initiative to try new things. You're driven by purpose and motivated by work that matters. You're looking for more than a role, you want to be part of a growing, forward-thinking company solving real-world challenges to improve how farming works, today and for the future.

The primary function of the Customer Success Specialist is to provide exceptional support to both our customers and Semios' Territory Managers alike. You will use your understanding of the challenges faced by our customers to help them apply Semios' technology to solve them. You will deliver excellent support and advice to customers in their use of Semios' tools and systems and will focus your energy on building mutually beneficial relationships to create value for both Semios and our customers. The role will be most effective by collaborating with stakeholders throughout the Semios + Agworld's sales, marketing and field services organization.

This role will execute and deliver on company initiatives for customer success, while enabling our sales organization to focus on growing the business. This role will work with the Customer Success Supervisor and Director of Operations Support to achieve championed customer engagement and support to our sales and field services teams to allow for focus on driving growth and providing exceptional service to our markets.

Pre- & Post-sales Functions

• Conduct pre-sale activities including creation of customer accounts, quotes and sales orders.
• Obtaining proper approvals for customer discounts and rates.
• Initiate, coordinate, and execute customer contract renewals, both remotely and in person.
• Update and maintain internal systems (CRM, etc.) for your assigned territory.
• Ensure all customer communications are accurately logged within the CRM for your assigned territory.
• Work closely with local Territory Managers to ensure all preparation activities for renewals or upcoming customer meetings are completed. Create and execute on service tickets for your assigned customers in a timely manner.

Customer Engagement

• Conduct onboardings with customers and their teams both virtually and in person.
• Provide continuous support to customers in your territory both virtually and in person, being the first line of support via phone, email, and in-app chat.
• Attend and act as a company representative at various trade shows and events, showcasing Semios' products and services to customers and prospects alike.
• Provide support to Territory Manager with regards to customer requests they are receiving, including providing information about planned, ongoing, or completed services.
• Document and relay product feedback and customer suggestions to the Semios team via appropriate channels.
• Ensure customer engagement with Semios' suite of tools via regular outreach to ensure they are getting the most out of our products.
• Ensure our customers are aware of and educated on the power of Semios' tools.

Internal Support Functions

• Support various company initiatives.
• Work closely with Sales Operations to ensure sales data in systems is complete and accurate
• Collaborate with Finance, Grower Relations, and Channel teams to support sales growth and strategic initiatives.
• Work as a team with the Territory Manager in your region, enabling them to focus on selling
• Contribute to the creation and updating of customer resource material.
• Represent the customer's voice and help champion best practices of customer on-boarding, adoption and product use experience.
• Document and relay product feedback and customer suggestions back to the Semios team.
• Suggest and implement ways to improve all processes in the customer journey.