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. http://www.indigoag.com/    

As the first Customer Success Manager on the Indigo Fields team, you will be founding the core support team for the Indigo Fields mobile app. The Indigo Fields app enables field teams at Indigo to collect geospatial and agricultural data as part of our commercial offerings, research experiments, and the terraton Initiative as we work to sequester one terraton of carbon into the soil through agriculture. You will support our internal users as they collect complex data from farms by ensuring the tool is fully operational and serving their needs, collaborating across multiple teams to communicate necessary changes and update requirements, and building an internal system for user collaboration. You will be building a customer success process from ground up and impacting the experience of users across the entire company. 

Responsibilities:

  • Talk to users to develop clear understanding of immediate issues to resolve within Indigo Fields
    • Collaborate cross-functionally to create roadmap for resolution of identified issues
  • Gather data and create reporting on app usage and adoption
  • Establish regular communication cadences with users, business and P&T teams, and leadership to liaise Indigo Fields Mobile issues/questions/ideas across groups
  • Develop a structured strategy to receive and triage user issues and questions
    • Measure and track ROI of enhancements (in a structured way)
    • Establish regular communication loop to report enhancements and ROI back to stakeholders (including users)
  • Establish strong rapport with user base, such that users regularly trust and rely on this avenue of communication for support
  • Assist with training and user research events

Competencies:

  • Extremely user focused; strong sense of empathy
  • Strong listening and communication skills
  • Extremely organized, strong appreciation for documentation
  • Excels in a fast-paced, growth environment
  • Ability to give structure to issues and help find practical solutions
  • Humility to help with problems that may be frustrating or tedious to fix
  • Skilled at working cross-functionally (ex. with users, Product, Engineering, Business etc.)
  • Knowledge of Google Analytics or Flurry preferred

Qualifications:

  • 4-8+ years experience in a technology customer success role
  • Agriculture background strongly preferred
  • Proven success quickly building rapport (often through phone conversations)
  • Prior experience working with mobile products
    • Experience leveraging app usage metrics and concepts (ex. MAU, DAU, retention, engagement, etc.)

Indigo is committed to living our values, specifically “creating a work environment where everyone feels respected, connected, and has opportunities to learn and grow.” As part of living our values, we strive to create a diverse and inclusive work environment where everyone feels they can be themselves and has an equal opportunity of succeeding.

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