Customer Success Lead

About Pivot Bio:
Fueled by an innovative drive and a deep understanding of the soil microbiome, Pivot Bio is pioneering game-changing advances in agriculture. Our first commercial product harnesses the power of naturally-occurring microbes to provide nutrients to crops. We are dedicated to providing new sustainable ways for farmers to improve yield as they work to help feed the world's growing population. Read/Hear more about Pivot Bio on Forbes or PBS News Hour.
Position: Customer Success Lead; Location: Ames, Iowa
We are looking for an individual who supports the Customer Success Center Manager (CSCM) in managing the day-to-day operations of the Customer Success Center (CSC). Directly supervises, trains, and mentors the Customer Success Center Representatives which are responsible for supporting our Commercial Sales Regions. Consults with the Regional Sales Leaders (RSLs) and the CSCM in establishing regional support objectives. Collaborates with RSLs, Territory Sales Managers (TSMs), Strategic Account Managers (SAMs), Channel Development, Marketing, Product/Supply Chain and the CSCM in supporting activities, including those responsibilities outlined below. The Customer Success team reports to Product Marketing within Commercial Operations.
Coordinate, in collaboration with the CSCM, the implementation and team training of an agronomic data base and analytics platform needed to support both performance-based pricing and future nitrogen off-set credit documentation.
Responsibilities:

• Lead CSC Representative team in shipping operations through timely coordination and scheduling of all product shipments to entire customer base and/or Sales Reps. Includes outreach confirmation of shipping window and location; handling of product replacement within 24-hour window to ensure planting opportunity is met and allotment for safety stock; guarantee successful delivery through troubleshooting issues directly with logistic carriers; and recommended improvements for shipping dashboard and sales app to guarantee accurate and timely deliveries for customers.
• Promote Pivot Bio's product line through support and direct sales, when applicable, across customer base, prospects, and sales network. Includes travel, participation, and material presentation in regional sales events and industry events.
• Manage sales rep recruitment process and act as direct line of support within supported region assignments. Assist and support in training with the Sales Rep network, which may include travel and in-field support.
• Direct resource for RSL's, TSM's, SAM's, Agronomists, Commercial Operations, etc. with assistance of daily operations and activities, marketing needs, reports, and data management throughout product cycle. Assists with role-specific training on tools and applications.
• Act as the first point of contact for prospects and customers through fielding and problem solving of inquiries via phone, email, and in person interactions. Develop and nurture all relationships through promotion of product insights and information.
• Lead and support CSC Reps in commercial team initiatives delivering a strategic plan and tactics for desired end-result.
• Manage process for contact capture and logging of all customer inquiries and activities within CRM (Customer Relationship Management) and act as ambassador for CRM promoting to commercial team. Manage CRM ticket pipelines, providing 48-hour response time and accurate and expedient loop closure.
• Work closely with CRM and data technology teams to help address, troubleshoot, and resolve back-end issues.

Qualifications and Experience

• Ag experience and love for the industry is a must
• Ideal candidates should have a baseline knowledge and understanding of agriculture, crops, seed, bioscience, or biochemistry
• Minimum of two years of work experience in customer-facing role with technology company, consulting firm, or agricultural vendor/service provider required
• BA or BS preferred
• CRM system experience
• Excellent direction setting, prioritization, project management skills, and ability to adapt to changing environment
• Willing to travel up to 30% by car or by air
• Must have a valid driver's license

**Must be authorized to work in the United States
What we offer:

• Competitive package in a disruptive startup
• Stock options
• Health/Dental/Vision insurance with employer-paid premiums
• Life, Short-Term and Long-Term Disability policies
• Employee Assistance Program with free referrals and discounts
• 401(k) plan, 3% Match
• Commuter benefits
• Annual Training & Development support
• Flexible vacation policy with a generous holiday schedule
• Exciting opportunity to work with a talented and fun team

Job Type: Full-time