Carbon Customer Success Coordinator

Remote (United States)
Career
Description

Job Overview

The Carbon Customer Success Coordinator is a role within the Carbon Operations function and is responsible for ensuring the successful onboarding and participation of enrolled farmers in the Carbon by Indigo program. The role is the single point of contact supporting a farmer in their first 1-2 years with Carbon by Indigo and is essential in establishing a positive, long-term relationship between the farmer and the company. The Carbon Customer Success Coordinator is responsible for executing the Carbon by Indigo onboarding journey, ensuring farmers know how to navigate the program, are comfortable and excited to do so, and can reach the ultimate goal of being paid for carbon credits generated on their farm. This is a role with lots of opportunities to provide input, the ability to help shape a new team and its processes, and ample room for growth.

Responsibilities

●      The primary outcomes the Carbon Customer Success Coordinator is responsible for achieving across all farmers in their portfolio:

      1. Product & program education, so farmers know how to navigate the Carbon by Indigo product (e.g., software adoption), understand the program criteria and what they need to do to be successful, and are comfortable with what’s required of them.

     2. Setting expectations by ensuring farmers have a clear, personalized planto participate in the program, staying focused on their Carbon goals, working towards carbon credit generation within 12 months – and celebrating milestones when they reach them.

     3. Ensuring high levels of customer satisfaction by helping farmers remain excited about their participation in the program and the outcomes they can generate.

      4. Enabling customer retention and growth by ensuring farmers continue to participate in Carbon by Indigo after their inaugural year and expand their impact (e.g., adding regenerative farming practices, expanding enrolled acreage) over time.

●      Represent the farmer within Indigo as the relationship owner and subject matter expert by sharing customer insights, experience trends, and patterns, influencing and providing feedback on new product features and functionality.

●      Proactively look for ways to improve the farmers’ onboarding experience and make it more efficient and effective by owning, operationalizing, delivering, and optimizing our onboarding tools and processes.

Competencies

●      Passionate about farming, sustainability, and/or regenerative agriculture: first-hand agriculture experience is a plus

●      Professional demeanor with excellent written and verbal communication skills

●      Time management, attention to detail, and organization skills to handle multiple tasks and support a portfolio of numerous diverse customers in meeting critical program deadlines

●      Strong teamwork orientation both within and across teams and the ability to thrive in a diverse team

●      Strong interpersonal skills, patience, and customer service / centric orientation with a desire to help customers resolve issues

●      Excitement for learning and willingness to teach and coach others in both 1:1 and 1:many formats

●      Tech-savvy and comfortable guiding others through new technology/software

●      A dynamic, representative personality who possesses a positive attitude and desire to exceed expectations

●      Proven ability to thrive in a rapidly changing environment; comfortable with ambiguity and complexity

●      Problem solver, creative, and proactive – in terms of supporting farmers directly and in continuously improving the experience, process, and tools.