Customer Success Representative

About Semios and Agworld

Agworld serves as a collaborative agricultural information system trusted by over 10,000 growers, agronomists, ag retailers, and contractors across the United States, Canada, Australia, New Zealand, and South Africa. It helps manage more than 200 million acres of cropping yearly by enabling data collection and sharing at all operational levels. The platform supports creating crop plans, agronomic recommendations, fertilizer scripts, budgets, spray records, and various reports.

Agworld fosters seamless digital collaboration between growers and their service providers, such as agronomists and contractors. It minimizes reliance on traditional communication methods by providing real-time access to updated information via devices like iPhones, iPads, and computers. Multiple stakeholders including growers, agronomists, input providers, contractors, banks, accountants, and landowners collaborate on the same dataset.

Agworld is part of Semios Group, a leading agriculture technology company founded in 2010. Semios manages over 100 million acres across five countries, pioneering pheromone-based mating disruption and offering solutions spanning crop protection, water management, frost control, automation, and farm management systems. Semios Group comprises trusted brands including Semios, Agworld, Altrac, and Greenbook, continually advancing digital agriculture to improve sustainability and profitability.

Role Overview

The Customer Success Representative supports growers, agronomists, and farm operations using the Agworld platform by delivering responsive support, onboarding clients effectively, and fostering proactive engagement to maximize product adoption and renewals. This role ensures customer satisfaction, assists with platform usage, and maintains strong relationships to drive retention within the region.

Applicants should value technology's practical utility for users, prioritize trust-based collaboration, and be motivated to contribute meaningfully to digital agriculture's future.

Key Responsibilities

• Focus on securing customer renewals and manage overdue renewals efficiently.
• Engage at-risk customers before renewal using various communication channels.
• Maintain ongoing contact with customers to ensure satisfaction and continued use of the platform.
• Onboard new clients with training, ensuring successful implementation aligned with customer goals.
• Provide outstanding customer service through phone, in-app chat, and email interactions.
• Plan daily activities effectively to meet agreed business targets and improve productivity.
• Build and maintain relationships with customers to enhance service quality, business development, and satisfaction.
• Use standardized global systems and procedures to ensure consistent and efficient customer service delivery.
• Participate in team and cross-departmental meetings to support business growth and share insights.
• Visit customers on-site for training, support, and workshops tailored to growers and agronomists.
• Commit to continuous learning to refine skills and industry knowledge.
• Adhere strictly to health and safety policies ensuring wellbeing of people and equipment.
• Document daily activities comprehensively to uphold high productivity standards.
• Deliver front-line inbound technical support, assisting customers via phone, chat, and email.
• Facilitate technical setup for new clients, including data import, account configuration, and client connection.
• Offer ad-hoc training as part of customer support services.

Required Qualifications and Skills

• Proven ability to gain customer trust and nurture strong client relationships.
• Excellent listening, communication, and presentation capabilities.
• Strong problem-solving skills with solid organizational talents.
• Capacity to juggle multiple customer priorities effectively in a high-tempo setting.
• Proactive approach with an emphasis on innovation and continuous personal and service improvement.

Technical Skills

• Advanced organizational and problem-solving competencies.
• Adeptness in conveying technical information clearly to non-technical users.
• Experience using customer support platforms, CRM software, and SaaS tools.
• Capability to manage several customer interactions concurrently without compromising service quality.

Preferred Experience

• Minimum of three years’ experience in SaaS, agricultural technology, or related sectors.
• Familiarity with SaaS platforms and data-centric software solutions.
• Background in customer onboarding, implementation, product adoption, or technical support functions.
• Academic credentials or practical experience in agriculture, agronomy, or similar fields.
• Previous roles in customer success, account management, or customer support.

Compensation and Benefits

The annual salary ranges from 75,000 to 85,000 NZD, supplemented by commissions. Offers reflect demonstrated expertise and typically align near the midpoint. Compensation considers experience, qualifications, skills, and location.

• Engage in purposeful work contributing to sustainable food production globally.
• Join a vibrant, supportive, and collaborative team environment.
• Benefit from a generous vacation policy including a year-end holiday break.
• Work in a flexible hybrid office setting.
• Access the UpSkill program with annual learning fund allocations for professional growth.
• Receive enhanced parental leave top-ups supporting life’s significant moments.

Diversity and Inclusion

Semios Group welcomes applicants from all backgrounds and perspectives, valuing diversity as essential to organizational success. The company is committed to providing interview accommodations and encourages applications from individuals regardless of race, gender, orientation, economic status, ability, age, religion, or other identities.