Customer Success Lead

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.

This Customer Success Lead will be responsible for leading a new project to provide real-time software support to leads and customers of Indigo Marketplace through Intercom. This will primarily involve providing live customer support and will also include establishing processes, training team members, and sharing learnings across the Marketplace organization.

Responsibilities

• Develop deep understanding of Indigo Marketplace, Marketplace customer segments and Intercom customer support tool
• Be able to confidently answer questions from customers with a strong sense of urgency and coordinate writing help desk pages to address common questions.
• Have a general understanding of grain marketing and complimentary product offerings.
• Create Voice of the Customer report to synthesize and communicate common customer requests and issues to leadership, sales team, and software team.
• Assist the development and execution of various Commercial initiatives including across the Boston, Memphis, and remote offices to execute on key Commercial initiatives.
• Be well integrated with commercial sales teams and leaders
• Provide a detailed summary of the customer experience approach, improvements to the program, and recommended changes to the program going forward
• Have a strong knowledge of the software experience for all customer types, grain marketing acumen, and customer problem solving throughout the entire customer journey
• Understands and embodies our mission & core values
  • Excited by Indigo’s mission; believes that Indigo can fundamentally change the agriculture industry; can clearly articulate passion for our mission and values
  • Optimistic and innovative; solution-oriented; shows no signs of cynicism
  • Will be widely viewed as someone who personifies our core values, is committed to them, and leans on them when making decisions. Specifically:
    • Demonstrates a track record of high integrity - doing the right thing, owning mistakes, conducting oneself honestly
    • Values, communicates and interacts with others with high levels of transparency and respect
    • Collaborates well across functions; creates an inspiring and collegial work environment

Competencies

• Excellent customer service and support skills
• Entrepreneurial mindset
• Empathy with customer and solutions mindset
• Ability to synthesize and communicate findings from data-focused analyses with a variety of technical and non-technical stakeholders
• Understand and manipulate data in order to create useful visualizations with actionable insights
• Excellent data visualization and PowerPoint skills
• Flexible to work long hours if necessary
• Highly adaptable to change and fast pace, creative, and comfortable with ambiguity
• Detail oriented and very organized
• Excellent cross-functional skills, team focused, can do attitude
• Results oriented with ability to effectively priorities multiple competing responsibilities
• Comfortable with ambiguity and drafting content based on learnings and identified business needs.

Qualifications

• 3-5 years of experience in a Customer Support/Customer Service/Customer Success role, Sales, Or Business Development
• Bachelor's Degree preferred, but would like to see someone that has taken the initiative to continually level-up their skills!
• Software Customer Support experience is a plus
• Key software experience:
  • Data Visualization
  • Microsoft Powerpoint & Excel proficiency
  • Proficiency in Salesforce or CRM
• Ag industry background/understanding

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.