Customer Success Associate (part-time or full-time opportunities)

  • Full-time

Company Description

Headquartered in Frisco, Texas, Dairy.com (www.dairy.com) is the leading software-as-a-service (SaaS) solutions provider to the dairy industry.  Our suite of sourcing, trading, transaction facilitation, data processing and data analytics solutions are trusted to power certain mission-critical activities. Today our solutions and services help clients solve real and complex supply chain problems.

Dairy.com is positioned to be the world’s preeminent provider of dairy intelligence and technology, helping our customers feed a growing world. That’s what we strive for every day. We’re a critical lynchpin in the global food supply chain…and our customers remind us of it quite often.

It takes a great culture and amazing talent to meet such lofty goals. We invest in our people and promote a diverse, inclusive, and engaging culture. Titles don't really matter here. We like to say that we are all part of a “great team doing great things.”  We look for employees who are engaged and passionate about our products and our customers' success.

This, we believe, creates a dynamic work environment where we all actually get along, help one another, and feel good about the work we do. When talented people come together who share similar values – amazing things happen.

Job Description

We are looking for either one full-time or up to three part-time Customer Success Associates.  Core hours are 7am - 7pm Monday - Friday and an on-call shift every 6th week for nights and weekend. The on-call work is done remotely from your home.  Part-time hours are either 7am - 1pm or 1pm - 7pm, two or three days a week.  If you are interested in part-time, please indicate your availability.

Summary:  In this position, your customer first demeanor will shine as you delight customers and make their experience effortless. On a day-to-day basis, you provide technical assistance for our dairy management and supply chain software solutions. The solutions you support are vast, and reach from mobile applications, to farm analytic and dashboard tools, to manufacturing scheduling and receiving software. Teamwork and collaboration are key. You will collaborate internally and externally to service the hub of dairy technology stakeholders and be a team player that focuses on the dairy industry and its uniqueness. 

Customer Success

  • Handle data inquiries and assignments
  • Investigate system and data issues for customers and internal team
  • Manage system questions and provide insight for system usage
  • Proactively troubleshoot potential customer system related problems
  • Solve diverse set of problems
  • Communicate with quick turn-around response time via phone and email
  • Provide scheduled and on-call assistance for nights, weekends and holidays on a rotational basis
  • Customer calls should be answered live (as available) or returned within 30 minutes
  • Provide back up support to project management office and other departments

Technology

  • Stay up to date on releases
  • Plan and configure customer set up, templates, etc.
  • Monitor system usage
  • Reset passwords
  • Maintain customer information
  • Set up contracts
  • Train clients on use of software products
  • Log customer interactions into CRM system

Industry

  • Become knowledgeable about the dairy industry
  • Gain an understanding about dairy supply chain practices
  • Learn dairy companies including manufactures and end users

Relationship Management

  • Develop relationships with internal stakeholders and cross-functional departments
  • Establish rapport with client base and maintain strong customer relationships
  • Effectively communicate status, findings and provide updates
  • Follow up with account managers to share real-time activity

Qualifications

Education/Experience:

Bachelor’s degree preferred and two years’ experience in similar role. Or equivalent combination of relevant education and experience.

Other Important Skills & Abilities

  • Must possess strong customer service skills and be able to problem solve easily across the organization or among various customers. Communicate information or updates with a friendly and professional demeanor on the phone or in email.
  • Must be an articulate and nimble communicator across various mediums and audiences.  
  • Must have a dependable work ethic and a desire to make a difference
  • Ability to think critically and solve problems with a variety of variables in situations where, at times, only limited standardization exists
  • Time management and organizational skills
  • Should consider yourself as tech-savvy. Having intermediate working knowledge of Microsoft Office Products (Word, Excel, PowerPoint, etc.); internet browser basics and troubleshooting; email and experience with enterprise software solutions.

Additional Information

If this job sounds like the perfect fit for you, please apply by uploading a copy of your resume!

 

Pay Rate: $10 - $15 per hour based on experience.
 

All your information will be kept confidential according to EEO guidelines.