Indigo improves grower profitability, environmental sustainability, and consumer health through the use of natural microbiology and digital technologies. Utilizing beneficial plant microbes and agronomic insights, Indigo works with growers to sustainably produce high quality harvests. The company then connects growers and buyers directly to bring these harvests to market. Working across the supply chain, Indigo is forwarding its mission of harnessing nature to help farmers sustainably feed the planet. The company is headquartered in Boston, MA, with additional offices in Memphis, TN, Research Triangle Park, NC, Sydney, Australia, Buenos Aires, Argentina, and São Paulo, Brazil. www.indigoag.com 

This leader will have the capabilities that enable cross-functional success and excellent customer experience.  The Customer Experience Regional Manager will manage a team dedicated to the excellent experience of all Indigo customer types.  The ideal candidate possesses strong management skills, leads by influence with humility, and serves as a connector of programs and processes.  The outcome is meeting and exceeding customers’ expectations for service and experience so that they become long-term advocates and supporters of Indigo Agriculture.   

Key Outcomes:

  • Manages team of approximately 10 coordinators in region
  • Holds regional execution meetings to deliver objectives, and coaches team members accordingly in order to meet goals
  • Serves as key point of escalation for questions and issues and ensures that all escalations via email and phone are answered according to SLAs
  • Ensures all KPIs are being met at all times
  • Within 30 days, demonstrates expert level understanding of Indigo’s models and customer contracts, for all customer types,
  • Is a subject matter expert in Marketplace and Indigo Certified Crop
  • Understands enrollment, harvest, and settlement process and can articulate nuances of each
  • Understands grower-buyer customer landscape within region
  • Accountable for goals within region, including on-time and accurate grain pickups and deliveries; on-time and accurate payments, and overall grower-buyer customer satisfaction
  • Within 60 days, develops strategy to meet company CSAT and NPS goals within given region
  • Coordinates with other functions, including Marketplace, Sales Ops, Order Management, Seed Supply Chain, and Logistics, so as to deliver an excellent experience to customers within region
  • Supports logistics and order management functions with document and information requests
  • Develops communications plans for growers, buyers, and other customer segments, with the goal of excellent customer experience
  • Tracks and analyzes customer service metrics (in Salesforce) and reports back out to their region and leadership on trends, key findings, and areas for improvement
  • Develops a working relationship with account managers, regional account managers, and other field team members within their region
  • Works closely with program managers to execute on target goals for Marketplace, ICC, GMA efforts, etc.
  • Supports company-wide goal of paying 100% of customers accurately and on-time
  • Understands and embodies our mission and core values

Competencies

  • Strong leadership skills, with the ability to lead by influence
  • Strong experience with Microsoft Office suite
  • Analytical and reporting skills
  • Strong communication skills, both verbal and written
  • Strong organizational skills
  • Able to adapt quickly to changing environments
  • Proven track record of communicating with cross-functional organizations
  • Able to understand and service a variety of customer types based on the value drivers for each subset
  • Customer service expertise
  • Ability to thrive in an ambiguous environment
  • Solution-oriented, proactive thinker
  • Knows to prioritize and when to escalate
  • Process-oriented, with a drive towards continuous improvement
  • Customer-focused
  • Can create processes to achieve short term goals when needed and work cross functionally.   

Qualifications

  • 5+ Years of work experience
  • Previous management experience and/or customer service experience preferred
  • Agricultural experience preferred but not required
  • Experience with 5+ years of Salesforce or other CRM systems preferred
  • Bachelor’s degree required, Master’s degree preferred

 

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