Customer Success and Support - Market +

BR Sao Paulo /
Digital / Technology – Product Management /
/ Hybrid
About Indigo

Indigo Ag is a mission-driven company dedicated to leveraging science and technology to help improve the sustainability and profitability of the agriculture industry. Since 2013, we have pursued innovative ways for science and technology to drive sustainability and profitability in agriculture. With our mission, we are focused on four key principles:
* Helping farmers enhance their profitability and soil health
* Improving the quantity, quality, and traceability of the food available to consumers
* Protecting the environment by reducing and removing harmful greenhouse gases from the atmosphere, while incentivizing sustainable land stewardship practices
* Creating long-term value for our shareholders

Our people build partnerships, explore the science, and engineer the technology to help grow the future of sustainable agriculture. The only way to achieve it is through a unique combination of expertise – from Fortune 500 to academia, soil science and agriculture, to tech start-ups.

Job Description
Are you passionate about successfully helping customers use new digital products and being the “voice of the client” within organizations? Do you get energized working in fast-paced environments and with multiple teams to increase client engagement?
We’re hiring a Manager of Customer Success and Support to lead efforts for one of our digital products - Market+, a digital solution for grain merchandising.

The Company
Indigo Ag is a high-growth international agtech startup with the mission of harnessing nature to help farmers and agribusinesses sustainably feed the planet.
We connect sustainability and profitability by combining data-driven insights, natural microbiology, and innovative digital technologies.
This intersection of agriculture and technology comes through our three synergistic product lines:
Biotrinsic:a portfolio of biological products derived from plants, for plants
Market+: a digital solution to digitize and streamline grain transactions
Carbon: a program to help farmers generate income from sustainable practices

The Role
You’ll onboard, manage the account, and provide the necessary support for client stakeholders. You’ll be the primary interface between clients and Indigo. While you help clients succeed, you’ll identify how we can increase their engagement, present additional solutions, and avoid churn.
Customer Success Manager core responsibilities include:
Onboarding customers into the product
Create materials and lead training and alignment sessions with users
Lead and monitor the registration of facilities, users, and accounts
Build the onboarding playbook for Market+
Managing accounts throughout their lifecycle
Map and communicate users' pain points and unmet needs internally, influencing the product roadmap
Create a performance dashboard to monitor KPIs (e.g. users' activity, volume transacted, # of transactions)
Co-design tactics to improve retention and map cross-sell opportunities
Generate reports to share with Indigo’s teams and client leadership
Providing continuous customer support
Inbound customer support via chat, phone, and email (escalate feedback to the appropriate team)
Develop and manage help desk articles based on FAQ
Create a library of frequent responses to be used in chats and short videos explaining features
Building relationships (internal and external) and the CSS knowledge base
Build, maintain and demonstrate positive relationships with clients' users and decision-makers
Work closely with Product Managers, Designers, and Engineers to maximize opportunities for both our clients and Indigo.

Experience and Skills

    • 4+ years of proven experience in Customer Success, Client Engagement, or Account Management, ideally in a B2B setting
    • Customer-oriented mindset, with an understanding of what makes people tick and a desire to help them succeed
    • Excellent communication and collaboration skills, with an empathetic and adaptive style able to suit different audiences and situations
    • Appetite for building processes, documenting them, and sharing successes to drive the team forward
    • Strong attention to detail and ability to manage multiple clients/projects concurrently
    • Ability to monitor data, analyze reports, and leverage results
    • Fluency in English

Preferred Qualifications

    • Experience in B2B and/or SaaS for Agribusiness
    • Experience in sales/customer success of ERP for grain originators
    • Experience in grain merchandising
At Indigo Ag, we understand that talent is not a one-size-fits-all. We want candidates who are passionate about our mission and aligned with our Core Values. That’s why we encourage you to apply, even if you do not meet all the listed requirements above. So let us know what skills you bring to the table and how you will add to our culture!

We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and team members. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, sex, pregnancy (including childbirth, lactation, and related medical conditions), national, social or ethnic origin, age, physical, mental or sensory disability, marital status, family or parental status, sexual orientation, gender identity and/or expression, family medical history or genetic information, military and veteran status, and any other characteristic protected by applicable law. Indigo believes that diversity, equity, and inclusion among our team members are critical to our success. We seek to recruit, develop and retain the most talented people from a diverse candidate pool. 

If you’re applying for a job in the U.S. and need reasonable accommodation for any part of the employment process, please email and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.