Customer Success Representative

About Agworld and Semios Group

Agworld serves over 10,000 growers, agronomists, agriculture retailers, and contractors across the US, Canada, Australia, New Zealand, and South Africa, facilitating the management of more than 200 million acres of crops annually. It is the industry's preferred platform for creating crop plans, agronomic recommendations, fertilizer scripts, budgets, spray records, and diverse reports. The platform enables digital collaboration among all stakeholders including growers, their teams, agronomists, input providers, contractors, banks, accountants, and landowners, allowing seamless sharing of information on mobile and desktop devices.

Agworld operates as part of Semios Group, a leading ag-tech company founded in 2010, managing over 100 million acres across five countries. Semios specializes in variable-rate pheromone-based mating disruption and a comprehensive portfolio encompassing crop protection, water management, frost control, automation, and farm management systems, with brands such as Semios, Agworld, Altrac, and Greenbook.

Role Overview

The Customer Success Representative provides support to growers, agronomists, and farm operations using the Agworld platform. This role encompasses responsive customer support, onboarding, proactive engagement to encourage use of the platform, and assisting in renewals to ensure customer retention. The position is vital in fostering strong relationships and helping clients derive value from Agworld’s solutions.

Key Responsibilities

• Focus on customer renewals, prioritizing overdue accounts and re-engaging at-risk customers through multiple channels.
• Maintain consistent contact with customers to gauge satisfaction and promote platform adoption.
• Lead onboarding processes and training for new clients to meet their goals using the platform.
• Deliver outstanding customer service via phone, in-app chat, and email.
• Manage daily tasks efficiently with prioritization to achieve business objectives.
• Grow and maintain customer relationships to improve service quality and business growth.
• Utilize global systems to standardize efficient and uniform customer service processes.
• Participate actively in team meetings and collaborate across departments for business development.
• Conduct onsite training sessions, provide direct support, and facilitate workshops for growers and agronomists.
• Continuously update skills and knowledge to enhance support capabilities.
• Follow health and safety policies to protect people and equipment.
• Ensure documentation and management of daily activities for productivity monitoring.
• Provide first-line inbound support, including technical help such as data imports, account setup, and configuration.
• Offer additional training where needed during inbound support engagements.

Candidate Requirements and Skills

• Proven ability to establish trust and strong customer relationships.
• Excellent listening, communication, and presentation skills.
• Strong problem-solving skills and ability to organize tasks effectively.
• Capable of handling multiple customers and competing priorities in a fast-paced setting.
• Proactive attitude with continuous improvement focus.

Desired Skills

• Effective organizational and communication abilities.
• Ability to simplify and explain technical subjects to non-technical users.
• Experience with CRM systems, customer support platforms, and SaaS tools.
• Skill in managing various customer interactions while ensuring quality service.

Preferred Qualifications

• Three or more years of experience in SaaS, ag-tech, or related sectors.
• Knowledge of SaaS platforms and analytics-focused software.
• Experience in onboarding, implementation, product adoption, or technical customer support.
• Degree in agriculture, agronomy, or relevant fields, or practical experience within the agriculture industry.
• Previous roles in customer success, account management, or customer support.

Compensation and Benefits

The salary for this position ranges from 70000 to 80000 AUD annually plus commissions. This range reflects transparency and potential for growth, with final offers depending on the candidate’s expertise and qualifications. Employees benefit from meaningful work aimed at advancing sustainable food production, a supportive team environment, a generous vacation and holiday break, hybrid work options, learning and development funds through the UpSkill program, and enhanced parental leave support.

Diversity and Inclusion

Semios embraces diversity and welcomes applicants regardless of race, gender, sexual orientation, economic background, disability, age, religion, or other identities. Accommodations during the hiring process are available upon request.