Customer & Partner Operations Manager
Job title: Customer & Partner Operations Manager
Reporting to: Incoming CFO, Managing Director in the interim
Hours: Permanent Full-time
Salary: A market competitive package, including participation in The Yield’s employee share options plan.
Location: Preference Hobart - Sydney and Melbourne considered for the right applicant.
The Yield is hiring. Join us on our mission to change the face of agricultural technology, and help feed the world without wrecking the planet.
The world needs to produce 60% more food by 2050 during a time of unprecedented resource constraints and climate change. As an Internet of Things (IoT) agricultural technology company, we help improve our customers’ yields by offering on-farm sensors, analytics and apps as an end-to-end subscription service. Our aim is to be a global leader in intelligent solutions for the agriculture and food industries. We are rolling out across Australia before scaling globally.
We have a highly-focused team that brings together world-leading agriculturists, scientists and technologists. We partner with some of the global giants of technology, including Bosch and Microsoft. We have a strong commitment to open innovation and collaboration, both internally and externally. A core value is that we work with the best and share the rewards.
Our Founder and Managing Director has spent her life promoting inclusion and diversity at work. Our business is committed to creating the right culture, systems and flexibility for everyone to thrive and reach their full potential - regardless of their gender, race, ethnicity, disability or sexual orientation. We were awarded the Australian Information Industry Association (AIIA) inaugural #TechDiversity Award in 2016 in recognition of our achievements. Check out our video.
As Customer and Partner Operations Manager, you will take responsibility for our order to customer fulfilment process across all solutions, as well as ongoing maintenance and support. You will also have input to the design and development of the systems. Our partners play a key part in delivering our services, and this role will include supporting them with world-class delivery and service assurance.
We are looking for someone who is flexible, positive, has attention to detail and really cares about the customer experience. You will be a collaborative team player with excellent communication skills, both written and oral.
The Customer and Partner Support Manager is responsible for:
The delivery and assurance of The Yield’s order to customer fulfilment process across all solutions (incorporating hardware, software and logistics components) and the achievement of the company’s service metrics
Onboarding new customers into systems to ensure access to our products
Ongoing partner management and relationships in the delivery of day-to-day services
Triaging, managing and resolving customer support tickets using helpdesk software and remote support tools
Analysing problems and coordinating support across all teams both in the business and external support partners
Actively providing feedback and engaging with account managers and the sales and marketing team
Maintaining ongoing communication with customers throughout the support process, at each stage to resolution
Manage the escalation and notification process throughout the business and with partners
Creating and improving knowledge base articles
Contributing to a cohesive, diverse and high-performing team that is genuinely inclusive and gender-balanced.
To be successful in this role you must:
Experience (5+ years) working in a customer-facing role, helping people solve problems involving hardware, installation, logistics, and/or software services
Great people and communication skills – you will need to be able to communicate effectively with farmers, IT staff and on the ground technicians both verbally and in writing
Ability to work independently as well as a member of a team
Experience in managing partner and vendor contracts to achieve SLAs
Great attention to detail and problem solving skills – you will need to analyse what has happened to identify the cause of problems
Track record of following up and ensuring outcomes are achieved
Flexibility and a willingness to learn
A solid understanding of IT systems and experience in ITIL is desirable
Experience in developing and delivering a process-based system.
To be successful in this role you are likely to have a degree in IT, Computer Science, information systems or a related discipline or equivalent industry experience.
More about you:
You are a natural collaborator. You thrive on solving problems and providing great service. You will have real-world experience in working with varied teams and you aren’t afraid to take responsibility for your work, to stretch yourself and to be challenged. You are flexible with an attitude that you will do whatever it takes to get the job done in a rapidly changing environment.
We also hope you love all things food and can relate to producers across the value chain.
More about us:
We are looking for talented women and men who share our passion and hire on both skills and values. We are a truly diverse company and are actively striving to be an industry leader in building inclusive technology teams. We offer a supportive and flexible working environment, including giving our staff the tools needed to work remotely.
Check out our LinkedIn company page for details.
Enquiries and Applications: firstname.lastname@example.org
Applications Close: Thursday 4 May 2017.