About the job
Job Title: Customer Success Manager
Company: Golden Valley Orchard Supply Inc.
Location: On-site
Department: Sales
Reports to: Director of Sales
Compensation: $68k to $80k (plus commission uncapped)
About Golden Valley Orchard Supply Inc.
Golden Valley Orchard Supply Inc. is a leading provider of agricultural products and services specializing in orchard management solutions. We take pride in offering high-quality equipment and sustainable solutions to growers and farm labor contractors, helping them thrive in today's evolving market. With a focus on innovation and customer satisfaction, we are committed to empowering our clients with the best tools and support for their operations.
Position Overview
The Customer Success Manager (CSM) will have a critical role in ensuring the long-term satisfaction and success of Golden Valley Orchard Supply's customers. This individual will be the clients' main point of contact, responsible for building strong relationships, understanding their unique needs, and helping them maximize the value of our products and services. This role combines strategic oversight with hands-on interaction, working closely with the in-store team to optimize the shopping experience and deliver personalized solutions to our valued customers. The CSM will collaborate closely with sales, support, and operations teams to ensure a seamless customer experience and to drive retention and growth. Key Responsibilities
Account Management: Serve as the main point of contact for key accounts, regularly checking in with customers to understand their needs, goals, and challenges.
Customer Advocacy: Advocate for customers internally by working closely with product, sales, and support teams to resolve issues and improve our offerings based on feedback.
Retention & Growth: Proactively manage accounts and identify upsell and cross-sell opportunities where applicable.
Performance Monitoring: Monitor customer usage and satisfaction, conducting regular business reviews to ensure clients achieve their desired outcomes.
Problem Resolution: Work quickly and effectively to address and resolve any customer issues or concerns, ensuring a high level of satisfaction.
Product Expertise: Develop deep knowledge of our products and services to offer informed advice and insights to customers on best practices and new features.
Reporting & Feedback: Regularly report on customer success metrics (e.g., retention rates, customer satisfaction) and provide actionable insights to leadership and internal teams.
In-Store Customer Experience: Develop and implement customer service protocols and processes to enhance in-store engagement. Oversee in-store operations to ensure a seamless and positive shopping experience, addressing customer needs and resolving issues quickly and efficiently.
Qualifications:
Experience: 3-5 years of experience in customer success, account management, or related roles, preferably in agriculture.
Skills:
Strong relationship-building skills and a customer-first mindset.
Excellent communication and interpersonal skills, with the ability to work across teams.
Problem-solving abilities and proactive thinking to resolve challenges.
Analytical skills to track customer success metrics and identify improvement areas.
Ability to manage multiple accounts and prioritize tasks effectively.
Technical Skills: Familiarity with CRM tools (e.g., NetSuite, Salesforce, HubSpot) and fundamental data analysis.
Key Competencies
Customer-Centric Approach: Passionate about ensuring the success and satisfaction of customers.
Collaboration: Ability to work effectively with internal teams, including sales, operations, and finance.
Adaptability: Comfortable working in a fast-paced environment and adapting to changes.
Proactive: Always looking for opportunities to add value and improve the customer experience.
Why Join Golden Valley Orchard Supply Inc.?
Competitive salary and benefits package
Opportunity to work with a dynamic and supportive team
A chance to make a significant impact on the success of our customers
Opportunities for professional growth and development
