Customer Success Representative

About Pivot Bio:  

Fueled by an innovative drive and a deep understanding of microbiology, genomics, crop nutrition and agriculture, Pivot Bio is pioneering game-changing advances in fertilizer technology. Our first commercial product harnesses the power of naturally-occurring microbes, modern gene editing and application technologies to provide nitrogen to crops.  We are dedicated to providing new solutions 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.

Join our team as a Customer Success Representative I and make a meaningful impact in the agricultural industry! In this dynamic role, you'll provide essential support to regional teams, deliver technical assistance for our innovative N-OVATOR program, and ensure seamless shipment scheduling. You'll be the go-to person for problem-solving, participate in exciting program implementations, and help enhance our CRM functionality. If you are a proactive communicator with a passion for customer service and technology, we want to hear from you!

Essential Functions

• Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
• Actively serve as a member of the regional sales team to provide regular updates, gather feedback, and contribute to process improvements.
• Provide cross-region support to channel partners and sales employees that experience technical issues at any point along the order path providing support in order entry, shipping, and reconciliation processes. Resolve support tickets in a timely manner to ensure exceptional channel partner and customer experiences.
• Provide technical support for the N-OVATOR program, interpret reports, and address inquiries from both channel partners and customers.
• Manage shipment scheduling and address customer and channel partner shipping issues.
• Provide system support through CRM functionality training and Pivot Bio Portal train-the-trainer instruction.
• Address incoming calls and emails to the general support line and efficiently address or route requests to appropriate team members for resolution.
• Participate in User Acceptance Testing (UAT) sessions, conducting thorough testing of new functionalities, documenting issues, and collaborating with IT to resolve them. Train other CSC representatives on the new functionality.
• Support accurate order and account data in the CRM system, reviewing validation dashboards, and providing targeted training to address any issues identified.
• Support various programs, including participation in implementation teams and assisting with customer and channel partner initiatives.

Competencies

• Exceptional communication skills, with the ability to clearly convey information, actively listen, and ensure alignment between internal teams and customers.
• Ideal candidates should have a baseline knowledge and understanding of agriculture, crops, seed, bioscience, or biochemistry.
• Customer Relationship Management (CRM) system experience or willingness to learn.
• Customer experience oriented, with a focus on teamwork, collaboration, and the ability to adapt to changing priorities.
• Customer focused, with the ability to identify and satisfy the needs of external and internal customers. Continually searches for ways to provide value-added solutions for customers.
• Excellent direction setting, prioritization and project management skills.
• Must have a valid driver’s license.

Travel Required

• This position will require travel up to 20% of time

Required Education & Experience

• Prior agricultural experience and a passion for working in agriculture is preferred.
• Minimum of 2 years of work experience in a customer-facing role.
• AA or AS or relative experience required. BS or BA preferred.

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

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