Enterprise Customer Specialist

About Halter

Halter is transforming livestock farming by empowering farmers and graziers to operate efficiently and sustainably. Our technology enables cattle to move calmly and independently without traditional methods like quad bikes or dogs, revolutionizing grazing and improving productivity. Our team thrives on tackling challenging problems with high performance and care, aiming to bring meaningful change to agriculture. We are supported by top-tier investors, including Founders Fund and Bessemer Venture Partners.

Role Overview

The Enterprise Customer Specialist position involves managing support for our crucial enterprise and multi-farm clients, where challenges tend to be complex. This role acts as the crucial connector between Support, Product, Territory Managers, and Account Managers to resolve intricate issues using technical expertise and practical farm insights. Responsibilities include handling problems remotely and performing on-site farm visits to directly assess and troubleshoot issues related to setup, hardware, or animal behavior.

Key Responsibilities

• Take full ownership of enterprise and multi-farm customer accounts as the go-to person for resolving critical issues.
• Monitor overall customer satisfaction and proactively address early warning signs of churn across the entire customer base.
• Lead detailed technical investigations, analyze relevant data, replicate problems, and verify bug reports before escalating to Product or Engineering teams.
• Conduct on-farm diagnostics to verify installations, hardware status, animal behavior, and environmental conditions when remote troubleshooting is insufficient.
• Facilitate communication across teams by translating field observations into actionable improvements in product, processes, and training materials.
• Identify recurring patterns and contribute to enhancing support workflows, tools, documentation, and escalation procedures.

Candidate Profile

• Minimum of three years in customer-facing roles such as customer success, account management, or technical support with accountability for customer outcomes.
• Strong commitment to exceptional customer experience, ensuring tangible benefits for the farmer beyond issue resolution.
• Skills in technical analysis, data examination, and pattern recognition to understand root causes of problems.
• Ability to bridge gaps between support teams, product development, and farm operations effectively.
• Hands-on understanding of farm environments and animal behavior to complement theoretical knowledge.
• Proactive mindset regarding customer health and churn prevention.
• Calm, methodical approach during high-pressure situations.
• Systematic thinker with a focus on continuous improvement rather than quick fixes.

Why Join Halter?

• Engage in meaningful work addressing real-world agricultural challenges alongside a talented, mission-driven team.
• Be part of a renowned New Zealand tech company with dynamic growth and significant global impact.
• Experience fast-paced innovation with valued ideas, contributing to transformative industry change.
• Work from a thoughtfully designed, dog-friendly office in central Auckland promoting well-being and productivity.
• Benefit from Southern Cross Health Insurance partnerships supporting physical and mental health.
• Access generous parental leave policies including six months fully paid for primary caregivers and four weeks for secondary caregivers.
• Utilize an annual $1,000 personal development allowance to support individual growth.
• Enjoy wellness leave and unlimited paid vacation time to recharge effectively.
• Receive a competitive compensation package including salary, benefits, and employee stock ownership.
• Relish complimentary snacks and beverages during your workday.

Office Culture

Halter champions an office-first work culture to foster strong personal connections, collaboration, and growth. While flexibility exists, in-person presence is central to building trust and achieving high performance. Our office environment is energetic and inspiring, supporting continuous learning and teamwork.

Diversity & Inclusion

We strive for a workplace where everyone can bring their authentic selves and perform their best work. We encourage applications even from those who might not meet every requirement but are passionate about the role and our mission.