Customer Success Supervisor

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 onForbes or PBS News Hour.

We are seeking a highly motivated and experienced Customer Success Supervisor to lead our team of dedicated Customer Success Representatives. This is an exciting opportunity to leverage your agricultural knowledge and leadership skills to drive customer satisfaction and team development within a dynamic, fast-paced environment. In this role, you will be responsible for managing and mentoring a team, identifying growth opportunities, and implementing strategies to ensure performance meets key service level standards. You will collaborate with cross-functional stakeholders to enhance customer-focused processes, ensuring our Customer Success team serves as the primary point of contact for all customer inquiries. The ideal candidate will possess a strong understanding of CRM systems (preferably SalesForce), proficiency in Microsoft 365, and a proven ability to foster strong cross-functional relationships. A background in agriculture is essential, coupled with a minimum of four years of experience in a customer-facing role including prior people leadership experience.

This position is located at our Hazelwood, MO office location.

Essential Functions

• Manage and lead a team of dedicated Customer Success Representatives including evaluations, timecard approvals, training and mentoring.
• Identify opportunities for CSC representatives to grow and develop in their role and to prepare them for other roles in the organization.
• Create, drive and track KPIs that help assess performance against service level standards, ensuring the effectiveness of Customer Success Representatives.
• Continuously review and rebalance team workload to meet customer needs and ensure project completion.
• Maintain a sound knowledge of product and technical support, operational processes, and marketing programs to facilitate resolution of escalated support interactions while engaging necessary cross-functional teams.
• Oversee all inbound and outbound inquiries in CRM to ensure accurate reporting of call volume and documentation of issues.
• Lead collaborative efforts with cross functional stakeholders to identify improvement opportunities, propose solutions and support the implementation of customer-focused processes.
• Enable CSC to be the first point of contact for all customer financial questions. Partner with Accounts Receivable to ensure CSC is current on all AR processes and timelines.
• Provide next level support for CSC Representatives to address customer needs.
• Coordinate CSC participation in IT User Acceptance Testing (UAT) sessions, actively participate in these sessions, and review training documentation in preparation for new feature releases.
• Lead initiatives to ensure accurate customer data and develop on-going reporting for CSC representatives to effectively address customer account data needs.
• Document support processes to ensure consistent customer service.

Competencies

Knowledge & Application

• Strong knowledge of customer relationship management (CRM) systems, preferably SalesForce.
• Proficient in Microsoft 365 suite of tools
• Experience with introduction of new techniques, processes, and system enhancements.
• Strong organization, time management, and presentation skills.

Complexity & Problem Solving

• Ability to work with the CSC team to identify and solve problems quickly and efficiently.
• Highly motivated and hardworking, enthusiastic about joining a fast-paced environment

Collaboration & Interaction

• Propensity for building strong, cross-functional relationships.
• Customer focused, with the ability to identify and satisfy the needs of external and internal customers. Continually search for ways to provide value-added solutions for customers.

Supervisory Responsibilities

• Lead and manage a team of six CSC representatives.

Travel Required

• Up to 20%

Required Education & Experience

• Minimum of 4 years work experience in customer-facing role with technology company, consulting firm, or agricultural vendor/service provider.
• BA or BS degree, Master’s or Agricultural Specialty degree a plus.
• People leadership experience required.

Preferred Education & Experience

• Ag experience and a passion for working in agriculture.

Must Be Authorized to Work in the US

What We Offer:

• Sales Incentive Bonus Plan
• 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