At MTech Systems, our company mission is to increase yield in protein production to help feed the growing world population without compromising animal welfare or damaging the planet. We aim to create software that delivers real-time data to the entire supply chain that allows producers to get better insight into what is happening on their farms and what they can do to responsibly improve production.

MTech Systems is the industry-leading provider for Live Animal Protein Production Performance Management Tools. For over 30 years, MTech Systems has provided cutting-edge enterprise data solutions for all aspects of the live poultry operations cycle. We provide our customers with solutions in Business Intelligence, Live Production Accounting, Production Planning, and Remote Data Management—all through an integrated system. Our applications can currently be found running businesses on six continents in over 50 countries. MTech has built an international reputation for equipping our customers with the power to utilize comprehensive data to maximize profitability.

With nearly 300 employees globally, MTech Systems currently has main offices in Mexico, the United States, and Brazil, with additional resources in key markets around the world. MTech Systems USA’s headquarters is based in Atlanta, Georgia and has approximately 90 team members in a casual, collaborative environment. Our work culture is based on a passion for helping our clients feed the world, resulting in a flexible and rewarding atmosphere. We pride ourselves for having a working atmosphere that encourages collaboration, exceptional development tooling, training, and ongoing opportunities to work with senior and executive management.

Job Summary

We are looking for a Customer Success Manager (CSM) that demonstrates a high level of energy, shows a strong sense of optimism, and is obsessed with customer relationship management. The ideal candidate will have a service-oriented approach to working with customers, have 3+ years of Customer Success experience in the SaaS industry, care deeply about the people around them and strive to maximize our customers’ return on investment (ROI). You will work closely with customers onboard, educate, and support them -- driving adoption, satisfaction, and retention. This role requires a proactive mindset, strong problem-solving skills, and an ability to communicate effectively with customers and internal teams.

Reporting to your Customer Success Team Leader, you will work as part of a centralized Customer Experience and Success Department. Our mission is to lead a food revolution by supplying producers with the latest technology that helps them improve animal welfare, increase yield, profit, and sustainably feed the growing world population. You will be accountable for a variety of KPI’s associated with your assigned customers. You will ensure that MTech customers are successfully onboarded and that our software meets their expectations. You will ensure value is added through MTech’s SaaS solutions with a laser focus on preventing churn.

What you will do - Essential Functions & Responsibilities

Essential responsibilities and functions of the Customer Success Manager are:

• Guide new customers through the onboarding process, ensuring a seamless introduction to MTech’s solutions
• Act as the primary point of contact for a portfolio of customers, maintaining regular communication to ensure satisfaction
• Drive customer adoption of MTech solutions
• Ensure customers realize their return on investment (ROI)
• Consult on best practices in conjunction with the implementation and support teams
• Develop multi-purpose relationships throughout your customer’s organization
• Proactively identify risks within your named accounts and utilize MTech Leadership to mitigate as needed
• Ensure that your customers are continuously working toward, and hitting, key project milestones
• Advocate for customers by providing continuous feedback to internal teams such as Product, Engineering, Implementation, Support, and Sales
• Build and execute Quarterly Business Reviews and Executive Summaries
• Work with Sales and Professional Service Teams to drive renewals and facilitate CS qualified leads
• Use customer management tools like HubSpot, Pendo and Wrike to track customer communication, issues, and metrics
• Address customer inquiries and issues promptly, ensuring timely resolution
• Partner with Customer Support Teams to track and resolve reported issues, ensuring consistent communication with customers

What you will need - Qualifications, Skills, and Experience

• Live Animal Production or Agriculture Industry experience required
• Undergraduate degree or equivalent combination of experience and education in a related field
• 3+ years of experience in Customer Success, SaaS solutions and software implementation/support
• Strong communication and presentation skills with a high level of comfort consulting end users up to C-Level customers
• Excellent organizational skills and attention to detail
• Strong collaborative skills, communication skills and empathy
• Exceptional analytical skills, deductive reasoning ability and proficiency with technical environments
• Proven customer service and relationship skills. (We would love to hear some stories!)
• Experience with platforms like HubSpot, Salesforce, Gainsight, ChurnZero, Qualtrics, Pendo, Azure, Wrike, Guru, and/or Zendesk will help you stand out

Travel and Commute Requirements

• Up to 10% of domestic and international travel as required by customer demand and directives of the Global Director of Customer Success.

EEO Statement

Integrated into our shared values is MTech’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. MTech is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance, and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at MTech has an ongoing responsibility to respect and support a globally diverse environment.