Customer Success Manager - Brazil

Job Title: Customer Success Manager - Brazil

Department: Customer Success

Reports to: Director of Customer Success

Location: Remote - São Paulo or surrounding state (PR, MG, MS, GO), Brazil

Base Salary Range: $4000 US Dollars per month to $5,600 US Dollars per month - 1099

Other Details:  Possible annual bonus available based on individual and company performance; travel expenses paid by company

General Position Description

The Client Success Manager for Brazil is responsible for the successful onboarding, management and growth of client relationships and their associated projects at Arva Intelligence within Latin America. As a conduit between Sales, Marketing and Product, this position is critical to successfully executing on Agronomic and Environmental asset sales deliverables and other projects developed by Sales and Leadership. This position also works closely with Product Management to communicate client, project and long-term business needs to ensure quality software and technology development aligned with overall business goals and verification/validation standards.

Primary Job Responsibilities

• Provide analytics, resources and support for Sales Enablement
• As directed, assumes responsibility for client, partner and/or project deliverables after deal contracts are signed.
• Help establish timelines and overall project execution strategy for the (annual) deliverable cycle (e.g. enrollment goals and approaches, data collection, analysis and reporting due dates) related to each client and/or project.
• Conduit between sales, science, environmental assets and technology to identify and understand new product needs of customers and relay back to the appropriate teams/stakeholders.
• Initial training and ongoing support for new and existing clients.
• Continually assess, clarify, and validate client/project needs to ensure optimal business relationship outcomes.
• Ensure clients are engaged with Arva Intelligence products and services and are providing valuable, actionable feedback to drive quality product development.
• Work closely with Product Management to ensure software development aligns with client needs and future business opportunities.
• Work internally to perform the necessary data analysis required to drive reporting and project deliverables.
• Create and contribute to a variety of reports and/or materials essential to project deliverable success.
• In conjunction with the marketing team, contributes to new marketing strategies/materials with regards to client education, training and program success.
• Provide direct customer service through the Intercom system and track resolutions for bug fixes as reported by internal and external users.
• Support the Director of Customer Success in development of new team processes to improve Arva operational efficiencies and scalability.

Key Competencies / Requirements

• Fluent in Portuguese and English, both written and oral communications.  Fluency in Spanish a plus.
• Bachelor's degree or higher in the following areas: Agriculture, Crop & Soil Sciences, Environmental Science, Agricultural Engineering or equivalent work experience
• Experience in Agronomy, Agriculture, Ranching and/or Nature Based Solutions project proponents, or other relevant experience
• Minimum 3 years of customer service / customer success experience
• Technical aptitude and/or experience in SaaS Support, need to have a basic understanding of relevant technologies and software
• Customer Relationship Management (CRM) Software: Familiarity with CRM software, such as Salesforce, HubSpot, or others
• Customer-Focused Attitude: A strong customer-centric mindset is essential.
• Communication Skills: Excellent written and verbal communication skills
• Empathy: CSMs should be able to understand and empathize with customer concerns and needs to provide effective solutions.
• Team Collaboration: Collaboration with cross-functional teams, such as sales, marketing, and product development
• Data Analysis: Proficiency in data analysis tools and techniques can help CSMs track customer success metrics and identify areas for improvement.
• Metrics-Driven: CSMs should be comfortable working with key performance indicators (KPIs) and metrics to measure and report on customer success.
• Industry Knowledge: Agronomics, Agriculture, Ranching, Carbon Accounting, Nature Based Solutions, etc.

Preferred Competencies / Requirements

• Experience using Data visualization and Business insight tools (Power-Bi, Tableau, Dashboards)
• Certifications: such as Customer Success Manager Certification (CSM), Customer Experience Professional (CXPA), or others

About Arva Intelligence

Arva is a machine learning software-based SaaS company with offices located in Houston, TX and Park City, UT. Arva's application platform was built to apply our novel ML technology to the agricultural industry, optimizing and measuring regenerative practices, improving crop yields, and reducing operational costs for farms, ranches, and forestry. Our models predict precisely what types and amounts of nutrients, including hybrid/genetic seeds and other biological/microbial products, should be applied to improve crop land sustainability and soil health. In addition, our platform helps our customers and partners capitalize on "natural regenerative practices" by providing recommendations that improve environmental and ecological ecosystems. Platform features include practice verification and registration, as well as the sale of inset and offset credits to our corporate buyers. Thus, Arva is helping to keep the planet green by providing a "green-tech" platform that informs, measures, validates, predicts, and registers carbon exchange opportunities, allowing growers and ranchers to produce and sell credits that are bought by our corporate partners, who endorse sustainable food supply and carbon neutrality.