Client Success Manager (LATAM)

Overview

DigiFarm is a rapidly growing ag-tech startup based in Norway. We use sophisticated satellite imaging, super-resolved image processing, and advanced AI to generate the world’s most accurate field boundaries and seeded acre datasets. Backed by names like the European Commission, European Space Agency (ESA), and the Norwegian Space Agency (NoSA), our mission is to provide powerful data that enables the entire agricultural sector to make better decisions. 

Our core focus is on super-resolving Sentinel-2 imagery data from 10m to 1m per pixel resolution on 12 spectral bands in order to have sufficient pixel data to automatically detect field boundaries and planted area (seeded acres) in-season, which we then leverage and sell to agribusinesses and govts. around the world, through our API. Currently, we have 53 clients across 20 countries and as we're doing more work in LATAM, specifically and primarily Brazil followed by Argentina, Mexico etc. we're looking for someone to support our commercial operations in those regions.

We're specifically looking for someone who has experience from the agricultural industry (agronomy/digital ag/precision ag background) and at the same understands the technical components of remote sensing (SatEO) to communicate and drive discussions forward with existing and potential clients, i.e. knowing the LATAM market is therefore essential, along with language, primarily Portuguese but Spanish is also a plus.

That’s why we’re looking for the right expert to lead our business development function and truly make it their own. Working closely with the founders and the broader team, you’ll be responsible for helping us find & field leads, close deals, and onboard partners to set them up for success; you’ll be on the front lines of helping businesses everywhere get value from our products.

If you’re ready to bring your best pre and post-sales game to a hyper-talented, driven, and fast-moving team in a distributed start-up environment, this is the place for you. 

This role can be located anywhere and will report into the Client Success Manager in the LATAM market.

Key Responsibilities

You’ll be responsible for the entire customer journey, all the way from managing inbound inquiries to ongoing client relationships mainly for key clients where deep technical understanding of the Ag-tech space is required. As the team grows, we will look to grow this team and specialize functions but initially you’ll need to understand all of them, from prospecting client needs to managing delivery and driving technology adoption. Your performance will be measured by four indicators: Customer acquisition rate, Sales Volume, Revenue Generated, Engagement and Net Promoter Score (long term KPI = customer contribution margin).

Core & Operational

Your day-today responsibilities will include:

1. Responding and following up with customer inbound messages through all our channels (live chat, social media, website, email, and telephone), 95%+ of our lead funnel is inbound through our Hubspot Forms.

2. Booking virtual sales meetings from inbound marketing activity, conducting sales meetings and follow-ups, specifically driving POCs through technical processes with clients, understanding the needs of the clients.

3. Reactivating dormant leads with follow-up meetings to reignite potential POCs and commercial contracts. 

4. Securing proof-of-concepts (POCs) with new market qualified leads, managing the cycle from collecting info and data from client to coordinating with internal engineering and operations team (in PM tool) to produce the sample data (online demos and technical discussions for clients for specific geographical regions for either of our core services and models: Field Boundaries, Deep Resolution S2 (WMTS or On-Demand), Deforestation Index and Sustainability Index)

5. Creating and sending out proposals for new client requests. This includes suggesting updates to our core deal templates based on feedback.

6. Converting POCs to commercial paying clients. 

7. Helping to prioritize new regional and product line launches with the product & marketing team to drive new sales and existing client growth. 

8. Collecting feedback from existing paying clients, POCs and potential new market qualified leads on needs and requirements. 

9. Addressing escalated client issues with speed and urgency, orchestrating resources across the company as appropriate, managing deliveries and fixes by being the middle-man between engineering and our clients

10. Creating client reports and required documentation: What sets us apart from our competition is our willingness to go the extra mile in showing our care and professionalism toward our clients. You will be at the forefront of this by creating supporting documents, project summaries, accuracy assessments etc.

11. Checking in with clients habitually to assess customer success, monitor monthly consumption, feedback on product use and API integrations. Work with your customers, assess feedback on Accuracy, easy of use etc. DigiFarm should be the best-in-class when it comes to customer support and interaction

12. Expand our revenue in accounts through new sales and up-sell opportunities.

13. Generating and managing market qualified leads (MQLs) based on agreed internal criteria. You will also be responsible for suggesting additional criteria based on success rate with the current lead list.

14. Overseeing and generating your sales and client funnel pipeline.

15. Coordinating with existing clients and POCs to create the use-cases and case studies which can be used in further marketing and sales for each vertical. This includes working with marketing and design to announce new client partnerships, developments, suggesting activities on LinkedIn and on our Website.

16. Analysing inactive and high active users and plan for follow up based on the aim of increasing uptake and cross-sell to drive maximum value for our clients.

17. Collecting onboarding information from clients, where appropriate when they join to fulfill compliance requirements. 

18. Detailing and reporting on performance KPIs to senior management. 

Strategic

Your strategic responsibilities will include:

1. Collaborating with the product, sales and engineering teams to help shape future products and service growth roadmap based on your relationships and collected feedback. 

2. Defining sales strategies, client lifecycle processes, and areas of business development focus with senior management based on data, business performance, feedback, and experience. 

3. Suggesting improvements to the organization to make the entire sales and onboarding process as seamless as possible for the client and for the team internally. It’s really important to drive an exceptional client experience while leveraging technologies to operate efficiently as we scale. 

4. Forecasting sales and growth targets. We don’t just want you to agree to specific targets - we want you to help set them and ensure that everyone is working towards hitting them too. 

5. Keeping up-to-date on new market trends in ag-tech that presents new and undiscovered sales and marketing opportunities for DigiFarm. 

Experience

You should:

1. Have experience in business development function in a technology start-up or Ag-Tech company with a clear understanding of enterprise sales. 

2. Show evidence of a strong track record in sales and client relationships for the B2B and B2G spaces.

3. Experience in managing projects for client deliveries

4. Understand the basics of agriculture and technological landscape, especially from the point of supply and value chain and our key market: B2B/B2G Agribusinesses. Knowing the challenges they face will help you empathize and better tune your approach to delivering value for our clients. 

5. Demonstrate proficiency, flexibility, and adaptability with technology. In addition to creating the next generation of ag-tech related data layers, we also use the best software solutions worldwide to help us get things done. This includes cloud-based solutions like Google & Microsoft productivity tools, Hubspot, Slack, Asana, and others. 

Personal Characteristics

You should:

1. …love working with people! You’ll be on the front lines with our clients and effectively act as one of the ambassadors of our brand. We need someone who will exude our values and make doing business with us a pleasure. 

2. Be an expert verbal and written communicator; the majority of this role will rely on this skillset as part of your exchanges with our prospective and existing clients. 

3. Speak English fluently. Having other languages and exposure to many different cultures will be beneficial for building rapport with an inclusive team. 

4. Enjoy working in a virtual/remote-only team driven culture. We’re a distributed team with many different locations and cultures.

5. Ability and willingness to travel to clients and conferences across the globe

6. Be driven and motivated by building and helping take a startup to a scale up!

7. Enjoy socializing and establishing rapport with people with the goal of doing business. That means you need to be expertly empathetic and bring finesse to conversations in a competitive space.

8. Bring positivity and energy to the role. We’re excited about what the future holds for us and we want that to be felt internally and by our clients.  

9. Prepare to work in a fast-paced, start-up environment. That means that sometimes priorities need to change and you should be comfortable with change.

10. Flexible working hours. Sometimes we have to cater to our client's needs and their availability around the world, this means late meetings or early morning starts.

11. Be willing to take on the details; this is a very hands-on job that will require you to be in the middle of action, your client should feel that you are also their representative

12. Work in a very organized fashion. This job has many different moving parts and the only way to stay on top of everything is to ensure that you bring structure and order to the team and to your personal approach.

13. Flourish working independently or collaboratively. Adaptability and independency is a theme for this role.

    
    

    
    

Rewards

Because this is primarily a sales function, this role is offered with a significant performance element: there is a flat base with bonuses awarded for managing proof of concepts, signing contracts with clients and generating revenue. The more you bring and build, the more we’ll reward - no caps in place. Hours can be flexible.