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
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