Experienced Customer Experience Manager – Dairy Supply Chain and AgTech Solutions

Are you a seasoned professional with a passion for delivering exceptional customer experiences? Do you have a knack for navigating complex supply chains and a talent for driving process improvements? If so, we invite you to join the team at blithequark, a leading provider of innovative AgTech solutions and services for the dairy, livestock, crops, and agribusiness industries. As an Experienced Customer Experience Manager at blithequark, you will play a critical role in ensuring seamless, high-quality experiences for our customers, both through day-to-day operations and implementation processes. This is a multi-faceted role that requires a unique blend of operational rigor, customer empathy, and a continuous improvement mindset. If you're a strategic thinker with excellent communication and project management skills, we encourage you to apply for this exciting opportunity.

About blithequark

blithequark offers innovative AgTech solutions and services that empower agriculture, food, and beverage supply chains to feed a growing world. With decades of experience and industry-leading innovations, our technology, risk management, and market intelligence provide our customers with the tools and insights they need to operate more efficiently, sustainably, and strategically across every stage of the supply chain. We welcome candidates from all backgrounds to contribute their unique perspectives to our team.

Key Responsibilities

As an Experienced Customer Experience Manager at blithequark, you will be responsible for:

• Support Case Resolution and Customer Monitoring: Track all milk accounting support and service cases to ensure timely and effective resolution. Engage in Tier II support activities as needed – with a focus on enterprise accounts. Proactively review and identify at-risk customer interactions and escalate as appropriate.
• Customer Experience Insights and Analysis: Analyze case trends to identify recurring issues across system functionality, processes, or user knowledge gaps. Compile and share data-driven insights with internal stakeholders to inform product, process, and CX improvements. Track KPIs related to case resolution time, customer sentiment, and knowledge engagement.
• Implementations: Lead and manage end-to-end implementation process, including project planning, timeline management, milestone tracking, and risk mitigation. Conduct discovery sessions with customers to gather business requirements and define success criteria. Collaborate with internal product, services, and support teams to configure the software based on customer needs and best practices.
• Expert Knowledge and Guidance (SME): Act as a key resource for internal and external teams, providing guidance and clarity on product capabilities, common customer use cases, and best practices. Contribute to product roadmap discussions and feedback loops by representing the voice of the customer and highlighting recurring needs or gaps.
• Ad-hoc Projects: As with all positions within the company, this role contemplates that beyond the specific expectations of the position, the successful candidate will at times be assigned ad-hoc projects based on company priorities and objectives.

Qualifications

To be successful in this role, you will need:

• A Bachelor's degree in business, training, or education
• A minimum of 5 years of experience in supply chain management services preferred

Competencies for Success

To excel in this role, you will need to demonstrate:

• Project Management: Guides projects through successful execution and completion, influences teams to achieve the project goal through effective communication, negotiation, risk management, organization, and planning.
• Process Improvement: Analyze information from a variety of resources to understand cause and effect, then with priorities, costs, risks, and benefits; Creates or improves processes to minimize future issues.
• Tenacity and Emotional Resistance: Reacts to unexpected challenges and conflicts in a calm and measured fashion; Works toward improving performance.
• Detail Oriented: Strong attention to detail and organization skills are critical to the position.
• Cross Functional Collaboration: Strong ability to work collaboratively across teams and inspire team members to achieve organizational goals.

What We Offer

As a valued member of the blithequark team, you can expect:

• A competitive salary and benefits package
• Opportunities for professional growth and development
• A dynamic and supportive work environment
• A chance to work with a leading provider of innovative AgTech solutions and services
• A comprehensive training program to ensure your success in the role

How to Apply

If you're a motivated and results-driven professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you! Apply for this job