Support and CRM
IT – Support
Port Elizabeth – Eastern Cape
ENVIRONMENT:
An AgriTech company is seeking a Support and Client Relationship Manager in the Eastern Cape. You will play a crucial role in maintaining and strengthening relationships with clients, ensuring their satisfaction, and providing continuous support. This role requires a blend of client management, operational support, and system training. The successful candidate will be responsible for addressing client queries, assisting with the onboarding process, managing client feedback, and collaborating with internal teams to enhance client experience and satisfaction. Regular interaction with clients to ensure their seamless use of the platform will be key, as well as coordinating feedback with the development team to drive system improvements.
DUTIES:
Client Engagement and Management:
- Manage day-to-day client communications, ensuring effective, timely, and proactive responses to client inquiries.
- Provide training to clients to ensure they are confident in using the system and understand its features.
- Maintain strong relationships with clients through regular check-ins, visits, and ongoing support.
- Collaborate with the internal teams to establish a client management roadmap that aligns with individual client needs.
- Coordinate client-specific system updates, ensuring that clients are up to date with new features or system changes.
- Maintain accurate and current information on the CRM system.
- Assist clients with "Good Practices" to ensure they maximise the platform’s benefits.
Client Support:
- Serve as the first point of contact for client issues, guiding them through troubleshooting steps or liaising with technical teams for resolution.
- Work with the engineering and operations teams to ensure clients’ technical setup and system integrations are successful.
- Identify recurring client issues and contribute to the development of new features or system improvements to address them.
- Regularly update training materials and user guides to reflect the latest system updates and client needs.
Onboarding Management:
- Manage the onboarding process for new clients, ensuring they have a seamless experience from installation to system setup.
- Collaborate with internal teams (engineering, operations, commercial) to collect and populate client data for smooth onboarding.
- Conduct client training sessions and ensure all necessary documentation, such as NDAs and agreements, are in place.
- Coordinate between clients and internal teams to ensure all system requirements and permissions are properly set up and signed.
Client Relationship Development:
- Identify opportunities for improving client satisfaction and retention.
- Conduct regular client feedback sessions to ensure expectations are met and exceeded.
- Work closely with the commercial team to identify opportunities to expand services or product offerings.
- Monitor client engagement metrics and prioritise client support activities based on urgency and business impact.
System Development and Feedback:
- Gather and analyse client feedback, providing insights to the product and engineering teams to improve the platform.
- Collaborate with developers to align software development goals with client needs, managing expectations for feature rollouts and improvements.
REQUIREMENTS:
Formal Qualifications
- Bachelor’s degree in Business, Agri Economics, or a related field.
- Driver’s licence (This role may include regular travel to clients).
Knowledge, Skills & Experience
- 2 – 3 years’ experience in an Agtech company, logistics provider, perishable commodity agent / retailer or commercial farming company in a planning, operational, logistics or solutions role.
- Experience in managing client / supplier relationships
- Experience in analysing operational processes and/or logistics operation
ATTRIBUTES:
- Someone to enhance the positive company culture with a high emphasis on morals, values and diversity
- Preferably someone with a passion for/experience in the agriculture and /or logistics & technology industries
- A go-getter that can grow with the company.
- Excellent organisational, problem-solving, and client management abilities.
- Strong data and analytical skills.
- Proven ability to build and maintain relationships across departments and with clients.
- Strong verbal and written communication skills in English (Afrikaans is a plus).
- Ability to work under pressure and meet deadlines.
- Strong attention to detail, with the ability to prioritise tasks effectively