Job Description

Highland Ag Solutions is virtualizing the business of agriculture by converting the modern farm into a comprehensive digital platform, Highland Hub - a digital ecosystem for growers, marketers, food safety directors, packing house managers and other agricultural employees.

As a Service Specialist (SS) you will support the post sales customer lifecycle as pertained to onboarding, customer adoption, on-going support, optimization and expansion, retention, and overall customer satisfaction. You will be the main point of contact for all customer inquiries related to additions, deletions, modifications, changes, training, and other general inquiries. You will be responsible for customer retention and prevention of churn across the customer base.

MAJOR RESPONSIBILITY: BUSINESS LIAISON TO CUSTOMERS

• Lead all parts of new customer onboarding and implementation, including customer document entry and account setup.
• Set clients up for success by conducting training on all application features and how they can best utilize our software to meet their business needs.
• Analyze customer data and help them discover aspects of the software that are most beneficial to them.
• Bring value to clients as a trusted advisor.
• Encourage customer advocacy through internal surveys, external reviews, customer success stories, testimonials, and referrals.
• Communicate clearly and precisely with customers and maintain accurate and timely records in Pipedrive, our Customer Relationship Management (CRM) system.
• Support existing customers over the phone and email on technical issues.
• Contact all in-season customers at a regular cadence based on their need as determined by the SS.
• Make customers aware of resources such as tutorials, training videos, and webinars.
• Work closely with Sales, Support, Billing, and other technical teams to ensure an exceptional customer experience and take care of any customer issues.
• Maintain a revenue base by managing account retention and subscription renewals. Collaborate with sales as needed when customers change subscription details.
• Responsible for communicating customer issues within the software, assigning a priority level, and facilitating hot fixes or user stories to correct problems. Communicate with customer updates and timelines for software fixes and releases.
• Host user webinars as needed. This rotates through the service specialist team during the year.
• Communicate ideas for current software enhancement or new software projects that meet customer needs. (Optional but encouraged) Work on basic business case development around new projects and feel free to reach out for help to incubate these ideas.
• Assist in the promotion and demonstration of products/features through online demos, meetings, tradeshows, and industry meetings

MAJOR RESPONSIBILITY: TESTING, TRAINING AND PROGRAM UPDATES

• Perform user acceptance testing (UAT) on bug fixes and all new software releases as the final quality check before a production push. Having the most knowledge of our users, ensure that new releases meet the intended objective, and that the user experience meets expectations.
• Record tutorials, training videos, and customer success stories as needed.
• Be aware of new or updated audit schemes and assist with updating those in the Hub as needed.

MAJOR RESPONSIBILITY: MISCELLANEOUS

• Attend events such as trade shows to further engage potential and current Highland Hub users.
• Become an expert in our web-based applications.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.

CANDIDATE REQUIREMENTS:

• Detailed knowledge and expertise in Highland Hub Operational Compliance features such as FS 365 and the Quality Control
• 1-3 years of experience in a customer-facing role, such as Customer Success, Customer Support or Account Management
• Excellent organizational skills – ability to prioritize, manage, multi-task, and execute projects cross-functionally
• Possess strong phone, written and verbal communication skills with excellent presentation skills
• Confident, self-motivated and a true team player
• Demonstrated ability and desire to work and excel in fast-paced environment
• Work experience and training in agriculture and food safety including regulatory and operational knowledge a plus
• Willingness to accept instruction and suggestions for improvement
• Proficiency in Microsoft Office products
• Bachelor’s Degree preferred
• Bi-lingual in English and Spanish a plus

JOB TYPE: FULL-TIME

This job may be performed remotely, with routine visits.

BENEFITS

Medical, Dental and Vision Insurance

Life Insurance

401k

Company Description

Highland Ag Solutions is virtualizing the business of agriculture by converting the modern farm into a comprehensive digital platform, Highland Hub - a digital ecosystem for growers, marketers, food safety directors, packing house managers and other agricultural employees.