Customer Engagement Lead, EMEA
Remote, based in Italy or Spain

What the Role Delivers

AgroFresh seeks a Customer Engagement Lead to deploy customer facing quality management systems that tangibly impact agricultural supply chains and food waste globally. This individual is responsible to deploy customer quality management systems that meet the scope and requirements of the customer, while also providing support to all customers through regular check-ins and help-desk action. Food waste is a problem of generational scope impacting greenhouse gas emissions, hunger and nutrition in every region of the world with significant opportunity for digital solutions to provide long-term impact. The successful candidate joins a nimble, collaborative team focused on digital offerings that contribute to the consistent profitable growth of the global organization.

Key Responsibilities
In order of relative importance

• Propose & get buy-in on project timelines and adhere to project scope and requirements.
• Get buy-in and influence customer decision making on proposed system build ideas leveraging process over development where applicable.
• Deploy customer & internal facing fit for purpose systems which meet customer expectations
• Provides concise and regular projects updates to stakeholders & customers, calling out roadblocks or areas for improvement.
• Provide guidance to customers through monitoring & resolving help desk tickets
• Report on developmental goals married up overall customer success roadmaps and build plan
• Leverage tools and software resources available throughout the development and success management processes
• Schedule and maintain regular customer check-ins throughout hyper-care and through production, capturing key areas for improvement with the customer and ensuring customer satisfaction.
• Communicate customer needs to product team which involve requests for new functionally requiring custom development
• Utilize market and industry knowledge to translate customer requirements into tangible work plans for delivering fit for purpose solutions to the customer
• Assist sales staff with customer process mapping as required to discover customer pain points and help brainstorm solutions on how AgroFresh can handle these pain points.
• Responsible for individual product specific KPIs during development & production
• Assist with in-app help functionality, manuals, procedures, and related user documentation.
• Help test newly built functionality as requested by product team

Who to Work With

Primary internal and external stakeholders

• Member of the Digital & Data team
• Reports to Head of Product and Customer Success
• Key collaborator with customers & sales team
• External FreshCloud customers

How We Work
AgroFresh core competencies

• Accountability for Results
• Mindset for Growth
• Customer Centricity
• One AgroFresh

What the Job Requires

• Bachelor’s degree
• 3-5 years of prior, relevant software development or Agile experience
• Experience with building out process maps
• Proficient in tools such as PowerPoint, Excel, Visio, Word, etc.
• Ability to travel up to 25%
• Fluent in English & Spanish, additional languages a plus (Italian, French or German)

What to Have Done and Know How to Do

These skills and experiences are highly desirable; however, they do not preclude exceptions based on an individual’s performance history and demonstrated potential.

• Experience with Agile infrastructure, environments, and deployment strategies
• Can make product build decisions at a tactical level for customer deployments
• Experience working on projects that span multiple organizations and business units with experience in Agile Development
• Strong communication skills with ability to align the organization on complex process decisions with customer builds
• Active collaborator with goals to grow and maximize the wider team’s potential and client-centric impact & success
• High energy, passionate and innovative individual who inspires teammates to reach their maximum potential

Why Work Here

• We work every day to improve the quantity and quality of fresh produce and reduce food waste – that is important to every person on the planet!
• We have a rich history and are known for our quality products.
• We have an enterprising spirit and are looking for like-minded problem-solvers to help us accomplish our goals.
• We focus on the Critical Few priorities that are important for us and our customers and then hold ourselves accountable to deliver.
• We are growing and transforming – both our business and the industry.
• We are committed to developing our colleagues and helping you advance in your career.
• We offer competitive compensation and benefits packages.

Local Details

• Remote, Italy or Spain