Description
Contract - Internship
About AgroFresh
Imagine a world with less food waste and stronger, more sustainable produce businesses. Where consumers everywhere have even more abundant and delicious produce options. This is our singular focus at AgroFresh and what inspires our colleagues every day.
AgroFresh is an AgTech innovator and global leader with a mission to prevent food loss/waste and conserve the planet’s resources by providing a range of science-based solutions, digital technologies, and high-touch customer services. In a world fraught with climate change and shrinking natural resources, we partner with growers, packers, and retailers bringing solutions across the food supply chain to enhance the quality and extend the shelf life of fresh produce. The AgroFresh organization has 40 years of post-harvest experience across a broad range of crops, including pome fruit (apples/pears), citrus, avocados, and mangoes – and we continue to expand into new countries and crops and pre-harvest.
What The Role Delivers
AgroFresh seeks a Client Success Specialist to support customer facing quality management systems that tangibly impact agricultural supply chains and food waste globally. This individual is responsible for providing support to all pre-existing customers through regular check-ins and help-desk action. By ensuring optimal utilization of our systems, we will minimize waste and enhance the quality of the produce our customers deliver, creating a win for the customer and win for AgroFresh. Food waste is a problem of generational scope impacting greenhouse gas emissions, hunger and nutrition in every region of the world with significant opportunity for digital solutions to provide long-term impact. The successful candidate joins a nimble, collaborative team focused on digital offerings that contribute to the consistent profitable growth of the global organization.
Key Responsibilities
In order of relative importance
Support client and internal facing fit for purpose systems which meet or exceed customer expectations and ensure hardware tools and software resources are properly leveraged by clients and understood by relevant account and technical managers.
Proactively provide concise and regular customer updates to stakeholders and customers calling out roadblocks or areas for improvement.
Assist customers with the ease of adaption and utilization of FreshCloud by ensuring that they have a solid grasp of the functionality of the software and how to tailor to their individual needs, especially on the reporting and analytics functionality.
Ensure effective customer engagement with site visits for effective training and support.
Provide guidance to customers through monitoring and resolving client tickets/issues
Partner with account stakeholders to identify cross-sell/up-sell opportunities for products/services to support direct/indirect revenue growth.
Report on developmental goals and how they tie to the overall customer success roadmaps and build plan
Leverage tools and software resources available throughout the development and success management processes
Proactively capture key areas for improvement through production and ensure customer satisfaction by maintaining regular customer check-ins.
Communicate customer needs and business requirements to the product team which involve requests for new functionality or requiring custom development
Assist with in-app help functionality, manuals, procedures, and related user documentation and help test newly built functionality as requested by product team
Who To Work With
Primary internal and external stakeholders
Members of the Digital & Data team
Reports to Head of Product and Customer Success / with dotted line to Country Manager
Dotted line to EMEA Digital Sales Lead
Key collaborator with customers & sales team
External AgroFresh customers
How We Work
AgroFresh core competencies
Accountability for Results
Mindset for Growth
Customer Centricity
One AgroFresh
What The Job Requires
Bachelor’s degree business or technology or similar
Proficient in tools such as PowerPoint, Excel, Visio, Word, etc.
Ability to travel up to 40%
Fluent both Afrikaans and English (primarily Afrikaans)
Previous agricultural fruit industry experience will be beneficial
What To Have Done And Know How To Do
These skills and experiences are highly desirable; however, they do not preclude exceptions based on an individual’s performance history and demonstrated potential.
Strong communication skills with ability to align the organization on complex business decisions
Active collaborator with goals to grow and maximize the wider team’s potential and client-centric impact & success
High energy, passionate and innovative individual who inspires teammates to reach their maximum potential
Why Work Here
We work every day to improve the quantity and quality of fresh produce and reduce food waste – that is important to every person on the planet!
We have a rich history and are known for our quality products.
We have an enterprising spirit and are looking for like-minded problem-solvers to help us accomplish our goals.
We focus on the Critical Few priorities that are important for us and our customers and then hold ourselves accountable to deliver.
We are growing and transforming – both our business and the industry.
We are committed to developing our colleagues and helping you advance in your career.
We offer competitive compensation and benefits packages.
Local Details
Remote and customer facing – Western Cape based
Contract – 6 months