PURPOSE
OpenAgri (Pty) Ltd is a development house with offices in Stellenbosch and Johannesburg. We focus on building new innovative agricultural technologies. Our base client is a software business based in London called AgrigateOne.
AgrigateOne is a start-up, agricultural software company building solutions to optimise the value chain, while offering a business-to-business service. Our commerce platform connects buyers and growers with high quality fresh produce, creates visibility along the supply chain, and aggregates all data and communications onto a single platform.
We are seeking a detail-oriented and self-driven Client Success Specialist to join the Operations team in South Africa. The primary purpose of this role is to ensure the seamless implementation and ongoing support of our products for clients across multiple commodities and regions. As a Client Success Specialist, you will play a pivotal role in ensuring operational excellence, fostering strong client relationships, and providing valuable feedback for continuous product improvements. You will be key in aligning client requirements with product capabilities, troubleshooting operational challenges, and supporting our clients to maximise the use of our solutions.
OBJECTIVES (main duties and responsibilities)
Client Onboarding and Support
- Onboarding: Guide new clients through the product implementation process, ensuring smooth integration and operational readiness. Provide ongoing training and support to help clients maximise the value of our solutions.
- Support: Act as the primary point of contact for clients, addressing technical and operational inquiries related to the platform. Collaborate with internal teams to resolve issues efficiently.
- Client Engagement: Proactively monitor client usage and engagement with our products, providing support to ensure they fully utilise the platform’s features.
Operational Efficiency and Client Feedback
- Operational Process Improvement: Collaborate with clients to analyse their operational processes and suggest ways to improve efficiencies using our platform. Identify opportunities for automating tasks and reducing manual workloads.
- Client Feedback Loop: Gather and communicate feedback from clients to internal teams, particularly product and engineering, to enhance platform features and resolve any operational bottlenecks.
- Custom Solutions: Work with internal teams to tailor solutions to specific client needs, ensuring that our offerings meet operational requirements and business objectives.
Relationship Management and Client Retention
- Building Trust: Establish strong, long-lasting relationships with clients by ensuring open and consistent communication. Address client concerns with a focus on operational support and process enhancement.
- Client Retention: Develop and implement strategies to maintain high levels of client satisfaction and retention, ensuring clients feel supported and valued.
- Proactive Engagement: Identify ways to improve client engagement, including training, product updates, and regular check-ins to ensure their operational needs are being met.
Product Knowledge and Expertise
- Product Understanding: Maintain a deep understanding of our platform’s operational capabilities and features, with a focus on how it supports client workflows.
- Operational Excellence: Leverage product expertise to guide clients through best practices, operational tips, and ways to streamline their processes using our solutions.
Collaboration and Internal Support
- Cross-Department Collaboration: Work closely with product, engineering, and customer service teams to ensure that client feedback and operational challenges are addressed swiftly and effectively.
- Process Documentation: Create and maintain documentation on operational workflows and best practices for both internal and client use.
ROLE REQUIREMENTS
Formal Qualifications
- Bachelor’s degree in business, operations, logistics, or a related field preferred.
- Driver’s licence (role includes travel).
Knowledge, Skills & Experience
- Experience in the fresh produce industry, with a focus on operations, logistics, or client support.
- Strong communication, problem-solving, and organisational skills.
- Proven ability to work independently, taking initiative in operational challenges.
- Proficiency in using CRM systems and operational tools.
- Intermediate to advanced data analysis skills, with a focus on operational efficiency.
- Willingness to work outside standard office hours to meet business needs.
- Strong verbal and written communication skills in English and Afrikaans
Job Related Experience
- 2 - 3 years’ experience in a logistics provider, perishable commodity agent/retailer, or commercial farming company in an operational, logistics, or client support role.
- Experience in managing client/supplier relationships with a focus on operations.
- Experience in analysing and improving operational processes or logistics workflows.
Languages
English
Afrikaans (Beneficial)
CULTURE
- Someone to enhance the positive company culture to prospective and new clients with a high emphasis on morals, values and diversity
- Preferably someone with a passion for/experience in the agriculture and /or
logistics and technology industries
- A go-getter that can grow with the company and just be lekker!
COMPANY OVERVIEW
Visit our About Us page to discover more about our culture, work ethic, and vision.