AgroFresh is Hiring a Work From Home Client Success Specialist in South Africa

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