Carbon Customer Success Associate

Indigo is a company dedicated to harnessing nature to help farmers sustainably feed the planet. With a vision of creating a world where farming is an economically desirable and accessible profession, Indigo works alongside its growers to apply natural approaches, conserve resources for future generations, and grow healthy food for all. Indigo’s Biological Products, Marketplace, and Carbon offerings improve grower profitability, environmental sustainability, and consumer health. Indigo Marketplace is a platform connecting growers with a network of buyers to secure optimal prices for their crops and offers hands-on control of a grower’s business through a range of pricing tools, real-time national bid discovery, and automated grain sales. Indigo Carbon is a platform paying growers for increases in soil carbon content and decreases in greenhouse gas emissions. It helps growers realize additional revenue, healthier soils, and a more resilient farm by participation in a market of high-quality carbon credits – supported by rigorous quantification standards. The company is headquartered in Boston, MA, with additional offices in Memphis, TN, Research Triangle Park, NC, Basel, Switzerland, Buenos Aires, Argentina, and São Paulo, Brazil.

The Carbon Customer Success Associate provides light-touch technical support to Indigo Carbon customers and unlocks their user problems with the goal to solve the issue at first touch. Ensuring a consistent, high level of customer delight, the Customer Success Associate supports growers with submitting field boundaries and farm data into our system, ensures inquiries are captured & validated for completeness, triaged and communicated, responds to work orders by making outbound calls to provide users with support, and knows when to escalate specialized issues to colleagues. The ideal candidate for this role has an unparalleled commitment to delighting our customers (field staff and growers), is easy to do business with, is highly trustworthy and gains trust by helping users reach their goals, and is “Customer Obsessed”. They are laser-focused on delivering an excellent customer experience with every interaction, closing the loop with customers on every interaction, and identifying issues for engineers/product to address.

Customer Service/Support:

• Bring internal & external technology users and customers a sense of delight despite running into some bumps in the road, ensuring an excellent customer experience
• Own the challenge from the time a customer raises a hand until that customer is able to successfully continue in our program
• Provide daily end-to-end support to Indigo Carbon users, including answering questions, analyzing problems, diagnosing technical issues, and walking users through the steps needed to fix various problems and quickly forming solutions to ensure user success
• Build trust & confidence as the first line of defense for in-app support functions:
  • Support new growers with general programs questions
  • Adding fields
  • Contracting
  • Adding & submitting farm records
  • Credit generation
  • Payment
• Ensure closed loops with users and aim to solve issues at first touch before escalating

Data Collection/Input:

• Maintains detailed records of daily interactions with customers, reported issues, and completed solutions along with any further actions or escalation required
• Conducts backend support through user impersonation and QGIS
• Ensures each ticket has the right level of detail (images, steps taken, step reproduced, acceptance criteria - when is the issue 'done'?)
• Manages the DAT ServiceDesk by ensuring inquiries are captured, validated for completeness, triaged, and communicated through Jira

Process Improvement/Reporting

• Develop and improve triage and communication processes
• Identify issue trends and patterns
• Provide leadership updates and report on progress weekly
• Work with stakeholders on an ongoing basis to prioritize product and issue resolution backlogs

Outreach:

• Conduct outreach to warm leads to enable enrollment in Indigo Carbon, as well as during outreach campaigns

Competencies

• Passion for problem-solving and digital technology
• Possesses a strong desire to delight the customer with a great experience in problem resolution; able to demonstrate a high level of empathy in interactions with internal and external users, and other stakeholders
• Outstanding attention to detail; can see the big picture and the parts within the whole
• Analytical and critical thinking mindset; connects dots and takes initiative  to identify root causes to solve problems
• Proven experience with de-escalating heated customer situations by thinking clearly and acting calmly
• Operates with a level-headed sense of urgency
• Highly empathetic with a strong willingness to serve and a desire to be helpful
• Outstanding communication skills (verbal, written)
• Proven ability to prioritize tasks and knowing when to escalate issues
• Tech-savvy, while proficient and patient in working with people with low technical abilities
• Follows through on workstreams and projects for which they are responsible

Qualifications

• Some experience with software customers and resolving their user experience challenges and/or experience with agriculture software required
• Certification or degree in digital agronomy, crop sciences, technical systems management, IT, or related field preferred
• General ability to talk about and understand data required
• Experience working with Shapefiles and GIS preferred
• Working knowledge of PC and Mac operating systems and Microsoft Office applications required
• Experience with agricultural software and/or farm management systems (myJD, Climate Field View) is a plus
• Practical familiarity with farm business and agronomy operations, farming background preferred
• Comfortability with collaboration tools (email, text, Slack, Confluence, Jira) to coordinate work across people and teams

Indigo is committed to living our values, specifically “creating a work environment where everyone feels respected, connected, and has opportunities to learn and grow.” As part of living our values, we strive to create a diverse and inclusive work environment where everyone feels they can be themselves and has an equal opportunity of succeeding.