Customer Success Lead at GOTERRA

Environmental Services, Other, Full-time, Australia support full-time
Description
Posted 27 days ago

Goterra is a Canberra based Ag-Tech startup company that designs and builds modular robotic infrastructure to process food waste using insects. With support from high profile impact investors, we are building our business to deliver our innovative waste systems to markets on a global scale. We're looking to fill the new role of Customer Success Lead in our Growth Team, so you're looking for a rewarding and meaningful role in a company that is delivering a real impact on the world, this could be the opportunity for you.

The Customer Success Lead reports to the Head of Growth and works alongside the Sales Representative and Marketing Manager to deliver on Goterra’s growth targets. They are responsible for providing ongoing support to our clients to ensure customer needs are met and services are delivered to a high standard. They contribute to building relationships, networking, and implementing new programs that will increase Goterra’s business’ revenue potentials and minimise churn rates.

Requirements

The Customer Success Lead manages client relationships from end to end including onboarding of new business, client communication, account management, reporting, and contract renewal. They work directly with Goterra’s active clients to help solve their problems and ensure customer satisfaction, and work closely with other employees to ensure customer questions and concerns are addressed and resolved quickly.

Duties will include but are not limited to:

  • Acting as single point of contact for all Goterra clients including responding to ad-hoc client queries and requests
  • Managing existing accounts to meet the needs of customers and ensure products and services are delivered as per contracted requirements
  • Acting as the primary inter-departmental liaison on operational matters relating to service delivery to ensure the highest standard of service is met
  • Under the direction of the Head of Growth, build processes and practices to consistently deliver on Goterra’s customer promise
  • Preparing and managing contract documentation for new and existing clients, and developing and supporting processes for contract renewal to ensure that existing clients are retained, and establishing clear client retention goals
  • Working with the Sales Representative to manage the onboarding and implementation of new clients
  • Maintenance and management of accurate client records via Goterra’s customer management and reporting tool (hubspot)
  • Liaising with the Finance function to monitor and manage billing procedures and the issuance of client invoices, plus managing plans for key flagship accounts
  • Working with the Marketing function to develop and provide communication tools to inform, educate and up-skill clients, and assist in creating training courses and educational materials
  • Anticipating and identifying customer needs, requirements and market trends, and developing contacts and relationships within existing accounts and the client group
  • Supporting business development and growth of profitable revenue through retention of existing clients and cross selling within client base

Some travel between Goterra's Head Office in Hume ACT and other Goterra sites is required

ESSENTIAL REQUIREMENTS AND SKILLS:

  • Proven 3+ years work experience in a Customer Success Lead or similar role
  • Experience working with brand image and promoting value through customer experience
  • Technical skills as they relate to the use of the product or service
  • Experience in managing and training diverse groups to company standards
  • A thirst for knowledge and the ability to learn quickly and easily grasp new software applications
  • Proven ability to communicate clearly with customers to create strategies that grow Goterra’s customer base and foster positive business relationships
  • A track record for maintaining and developing relationships with high level stakeholders and building a wide and effective network of internal and external contacts
  • Customer focussed and driven to meet the highest standards for customer experience
  • A proactive self-starter with the ability to juggle multiple projects simultaneously, effectively prioritise tasks, and meet deadlines while driving results
  • Must be passionate about Goterra’s mission

DESIRABLE REQUIREMENTS:

  • Ideally competent in G-Suite and CRM (Hubspot)
  • Qualifications in Marketing or Accountancy preferred

If this sounds like you, we would love to hear from you!

Please note, to be eligible for this position you must have a valid driver’s licence, reliable transport, and unrestricted work rights in Australia

Benefits

You'll love:

  • A competitive salary package commensurate with skill level and experience
  • The opportunity to work in a dynamic and fast moving environment
  • Working with people who believe in what they’re doing and are aligned in mission and purpose
  • Being part of a diverse and multidisciplinary team doing exciting and ground breaking work
  • The chance to make a real impact, stopping one of the leading causes of climate change, every day. Literally, we’re doing it right now, as you read this

Goterra is committed to building a diverse and inclusive team and we strongly encourage Aboriginal and Torres Strait Islander peoples, women, culturally and linguistically diverse groups, veterans, the LGBTQIA+ community, and people with disability, to apply for our roles

At Goterra we process applications as they are received and this position will close once we have received a high number of suitable applications