xarvio Customer Success Manager

Objectives of the Position

Enable an effective and efficient customer acquisition as well as excellent customer experience to reach a high level of customer satisfaction with digital tools
Disseminate customer insights across the organization and drive the development and implementation of and effective and efficient customer interaction approach as well as to trigger required adjustments/advancements of digital tools
Cross-functional collaboration internally as well as with external partners and service providers to ensure highest level of customer success
Establish new tools/approaches/channels to facilitate a more effective and efficient customer interaction and acquisition

Main Tasks

Customer Acquisition

Responsible for the acquisition of new customers via BASF website, webinars, in- and outbound calls and other tools/channels
Contribution to the development and implementation of incentive programs (via vouchers) to facilitate customer acquisition

Customer Support

Support onboarding and utilization of customers for digital tools via phone and video-conference communication
High availability to answer on-demand requests from customers to ensure a high level of satisfaction with digital tools
Cross-functional collaboration with xarvio team and other functions to solve technical problems with digital tools based on customer feedback
Development of efficient and effective ways for a more advanced, automatic/self-service customer supports (e.g. manuals, Q&As, newsletters, grower communities, digital solutions to answer customer requests, etc.)
Contribute to the development of communication material by providing required information
Management of and collaboration with external partners and service providers (e.g. external call center support)

Customer Intelligence

Responsible for the acquisition and analysis of customer data to identify different target segments and develop target segment specific communication material and approach
Effective communication with customers to better understand their needs and interests, usage of digital tools and resulting benefits
Initiate adjustments of digital tools based on customer intelligence to better serve customer needs
Share customer insights within the organization

Sales Team Support

Provide trainings to the sales team about digital tool functionalities, farmer benefits of the digital tools, target segments and effective communication approaches
Support sales team activities targeting the acquisition of new customers (e.g. customer events, visits of key farms, other promotion activities, etc.)
Provide meaningful insights from customer intelligence to the sales team to support a more effective customer acquisition approach
Support enablement of sales teams of partners for the acquisition of customers for digital tools

Minimum Education and Qualification Required for the Position

Education: BA or Equivalent degree
Language: Professional level in both Japanese and English
Working Experience: Working for 5 years in customer success/service preferably in digital business
Technical & Professional Knowledge: Profound professional experience in customer success/service, marketing/sales experience is beneficial, knowledge about digital tools, knowledge about customer communication and acquisition, excellent communication and interpersonal skills, strong analytical and project management skills