Client Experience Manager

About Acres

Acres aims to be the most comprehensive, accurate, and useful mapping tool for agriculture. There are over 50 million farmland owners in the world that require a better service to explore their land. That includes using satellite imagery to discover how land has evolved, pricing land at market values through valuation algorithms, and exploring many layers of underlying agronomic information. Our team solves complex computer science problems, designs beautiful and intuitive product experiences, and improves the accuracy of our data to set the industry standard for mapping. We support a desktop and mobile application, both of which serve our growing customer base.

To be successful here, you must be inspired by our vision of making buying and selling land common, transparent, and easy and deem yourself to be a lifelong learner. We have very high expectations for ourselves, each other, and every new team member. We’re looking for high performers who go about their work with a sense of curiosity, responsibility, and a drive to make things better.

We are dedicated to the growth of our platform and the growth of our people. In an effort to best support our employees, we offer (among other benefits) unlimited PTO, medical, vision, and dental insurance, a 401k plan, and generous stock options upon hire. Studies have shown that candidates from underrepresented backgrounds often do not apply for roles if all key competencies are not met. Acres is an equal opportunity employer and recognizes that diverse teams are the strongest teams. We encourage interested individuals of all backgrounds to apply.

We’re so excited to hear what excites you.

• note: AcreTrader and Acres seek qualified candidates who are eligible to work in the United States. We are unable at this time to provide any sponsorship for work authorization.
  
  

Client Experience Manager

We are seeking a Client Experience Manager (CEM) to join the Acres Sales team as we pursue our vision of creating a more transparent and accessible land marketplace. As CEM, you will develop processes to improve the customer experience with Acres. From onboarding to expansion, you ensure that clients are engaged, supported, and informed through their entire experience as a paying customer, and, as a main point of contact, you will define their experience as a customer of Acres. You will build relationships with clients, analyze feedback, and collaborate with other teams to align customer experience with business goals, and you will ensure that every touchpoint along the customer journey is supported with excellence and the voice of the customer is consistently informing product, sales, and marketing decisions.

This position will report directly to the SVP of Corporate Development and work closely with the sales, marketing, and product teams. Currently a team of one, this position and team will expand as the Acres customer base expands.

Core Responsibilities

This role will be measured through NRR metrics and will play a key role managing the post sales customer lifecycle.

• On-boarding and activation
• Oversee the client onboarding process by working with sales and the customer to understand the critical on-boarding components
• Provide training and resources to clients understand and utilize the company’s products
• Serve as the primary point of contact for clients, ensuring their needs are met promptly and effectively
• Renewal and retention
• Conduct regular check-ins and feedback sessions with clients to assess satisfaction and areas for improvement
• Address and resolve client issues and concerns promptly and efficiently.
• Collaborate with internal teams to troubleshoot problems and find solutions.
• Customer advocacy and referral
• Work with sales to identify which organizations are ready for expansion internally or referring externally
• Advocate for the client within the company, ensuring their needs and concerns are considered in decision-making processes.
  

Key Competencies

• Minimum of 3 years of experience in SAAS client support, customer success
• Experience within the agricultural industry a major plus
• Metric-backed experience in managing NRR and customer activation through a deep understanding of a customer’s needs
• Strong organizational skills with the ability to manage multiple projects simultaneously and meet deadlines
• Excellent written and verbal communication skills.
• Analytical mindset with the ability to interpret data and derive actionable insights.
• A proactive attitude with a willingness to learn and adapt in a fast-paced startup environment.
• In-depth knowledge of Hubspot or similar CRM
• Mindset geared toward continuous improvement and efficiency
• Note: this is an onsite position in Fayetteville, AR. Candidates considering this position must be willing to relocate.
  

Preferred Qualifications

• Background in agriculture, real estate, or land brokerage
• Experience working in a technology startup environment
• Experience working in B2B sales