Head of Customer Success
Please note that this role requires fluency in both Spanish and English.
There are 2.7B deskless workers globally, and agricultural workers make up the largest segment of that workforce at 900 million workers. Software tools built for white-collar workers just don’t work for agricultural workers who are often lower literacy, migrant, unbanked, and not accustomed to using email and apps. That’s where we come in: Ganaz builds technology to foster well-being and prosperity for industry, workers, and their communities.
Ganaz is the workforce management platform for the $1+ trillion North American agriculture and food manufacturing industry. Our software currently helps dozens of large employers onboard, train, communicate with and retain their multilingual, deskless workforce. In 2021, we’ll be launching paycards with integrated remittances to help solve problems and save money for both workers and employers in this large and underserved market. We’re working with some of the largest and best brands in the industry, and our product offering and customer base is growing fast.
We are looking for a leader to design, implement, and grow our customer success function and team. As is true with most startups, this role is a thrilling combination of high-level strategy, team building, and hands-on work with customers and our technology. You must love and be excellent at all three.
What you’ll do
Design and build our customer success operation. You will be responsible for the success and expansion of our accounts, as well as troubleshooting issues and finding solutions to customer problems using your creativity and problem-solving skills as well as our team’s resources.
Be our chief relationship builder, first by directly managing all accounts, and as we grow by directly managing our key accounts while building a strong customer success team to provide excellent service and drive expansion across all our customers.
Make sure the voice of the customer and their workforce is heard across our company. Inform our product roadmap by suggesting and advocating for changes and additions that will improve the customer experience.
Create systems to improve upon our customer processes, product, and mission, based on both qualitative and quantitative data, sharing those insights across the company so we can make better decisions.
What you’ll bring
Deep experience delighting customers, solving problems, and growing teams.
Excitement at the prospect of serving an often overlooked workforce, creating products that have a positive impact on people’s lives.
Ability to build trust quickly because you are authentic, direct, and have strong empathy for customers.
A strong sense of ownership that extends beyond individual tasks and drives you to seek solutions to problems. You are more comfortable with “I don’t know yet…” than “that can’t be done.”
An interest in agriculture, factories, and processing industries.
Organization and analysis – you use data to make decisions, and know when and how to implement the right level of process.
Ability to explain things clearly in a way that people of all education levels understand.
Ability to quickly understand and master new software and systems
Fluency in Spanish and English, spoken and written
Able to travel within the US, Mexico & Canada 30-50% of the time
3+ years of personal or professional experience working with agriculture, factories, processors or similar industries.
8+ years professional experience in customer facing and leadership roles.
What else you’ll need to know:
Ganaz is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws or our own sensibilities.
At Ganaz, diversity is more than a nice-to-have; it’s a critical ingredient for our success. We welcome applications from those who are traditionally underrepresented in tech. If you like the sound of this position but are not sure if you are the perfect fit, please apply!
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