Job Title: Enterprise Customer Success Manager
Reports to: Director of Customer Success, Supply Chain FLSA
Status: Full-time, exempt
Location: Hybrid – Kansas City, MO
Position Summary
The Enterprise Customer Success Manager (CSM) will be responsible for developing and nurturing trusted advisor relationships with our key customers. With a focus on driving customer success, retention, and ROI from Ever.Ag Solutions, the CSM will drive activities associated with ensuring adoption, support effectiveness, and delivering exceptional customer experiences. The ideal candidate for this position will be resourceful, have a strategic focus, as well as able to maintain excellent communications and strong relationships with key executives and related contacts.
How you will be contributing to the organizations success
- Develop and maintain strong contacts within various levels of the organization through proactive outbound activities such as email, phone calls, and onsite visits.
- Understand the clients specific business goals, challenges, and objectives to effectively align business
- operations with their needs.
- Develop a customer success plan for each customer; define key performance indicators with customers and make sure they meet and/or exceed them.
- Proactively engage your customers on a regularly scheduled cadence where you will work closely with them to review performance metrics, KPIs, training needs, and usage of our products to ensure your customers are optimizing their value from their investment.
- Act as the primary point of contact for client inquiries, escalation management, and strategic initiatives, release management, ensuring timely resolution and proactive communication.
- Provide support and guidance while reacting to the unexpected.
- Plan and execute regular business reviews, monthly and weekly calls with customers to understand and guide expansion and operational efficiencies.
- Assist in collecting and maintaining customer satisfaction measurements (e.g., web and interview-based surveys)
- Collaborate cross-functionally with sales, leadership, product management, support, and other teams to drive customer satisfaction, product enhancements, and roadmap.
- Provide ongoing product training, best practice guidance, SOPs, and strategic advice to maximize the clients value.
- Oversee, maintain, and update the CRM system with client statuses and interactions.
- Lead or support other assigned projects.
Qualifications
- Bachelors degree in business, sales, marketing, or a related field from an accredited college or university.
- Minimum 5 years required customer success, sales, account management, or similar customer-facing experience with proven ability to expand responsibilities.
- Experience with implementing software and understanding of enterprise software, preferably in a B2B SaaS environment.
- Experience working with CRM software (e.g., Salesforce), customer success platforms (e.g., Gainsight), and other relevant tools preferred.
- Ability to travel to customer sites 30%, as required.
- Must reside within a commutable distance to Kansas City, MO area.
Essential skills for success
- Ability to work in a cross-functional environment: sales, marketing, finance, support, and service
- Time/project management skills ability to juggle and prioritize tasks for multiple clients
- Proactive, results-oriented mindset with a passion for delivering exceptional customer experiences and driving business outcomes
- Exhibits an overall polished, professional image
- Ability to work independently is a must in a roll up the sleeves in a fast-paced, highly varied environment
Competencies for Success
- Excellent written and verbal communication: Presents oneself clearly and articulately when speaking or writing, assuring that others fully comprehend the intended message; uses appropriate grammar tailored to the audience; writes compelling promotional texts
- Teamwork & Cooperation: Interacts and solicits input from others and communicates issues that will impact others; Provides support, credit, and recognition to others; Builds corporate moral and in a spirit of cooperation resolves conflicts towards a win/win outcome
- Adaptability and Flexibility: Willing to modify their preferred routine in response to new information, changing conditions or unexpected obstacles; Adapts behavior to best suit the situation without anxiety or drama
- Information Seeking: Gathers information systematically from multiple internal and external resources; Asks questions, digs deeper, presses for resolution on outstanding concerns
- Analytical and Critical Thinking: Reviews and manages data with strong attention to detail; combines facts with likely possibilities; articulates and resolves complex problems
- Quality Focused: A recognition of the value of doing things the right way; has a high sense of integrity and thoughtfulness in your actions
Who you will be working for
Ever.Ag offers innovative AgTech solutions and services that empower agriculture, food, and beverage supply chains to feed a growing world. The breadth of the portfolio is uniquely capable of supporting the complex needs of companies involved in dairy, livestock, crops, and agribusiness. With decades of experience and industry-leading innovations, our technology, risk management, and market intelligence provide our customers with the tools and insights they need to operate more efficiently, sustainably, and strategically across every stage of the supply chain.
Please visit our webpage to learn more about us News.Ever.Ag and https://www.ever.ag/
We welcome candidates from all backgrounds to contribute their unique perspectives to our team. Your success is our success! We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identify or expression, or veteran status. We are proud to be an equal opportunity workplace in hiring and growth opportunities.