At M-Tech 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.

M-Tech Systems is the industry-leading provider for Live Animal Protein Production Performance Management Tools. For over 30 years, M-Tech 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. M-Tech has built an international reputation for equipping our customers with the power to utilize comprehensive data to maximize profitability.

With over 200 employees globally, M-Tech Systems currently has main offices in Mexico, United States, and Brazil, with additional resources in key markets around the world. M-Tech Systems USA’s headquarters is based in Atlanta, Georgia and has approximately 90 team members in a casual, collaborative environment. Our work culture here 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 an Enterprise Director of Customer Success that has a track record of successfully implementing and developing a Customer Success department inside a SaaS-based organization. The Director of Customer Success will report to the VP of Customer Experience and be responsible for the creation of a new Customer Success Department and structure for M-Tech to deploy globally. This role will work inside a team structure alongside Customer Implementation and Customer Support.

The Director of Customer Success will be accountable for ensuring that M-Tech has a customer-centric focus across all business functions and departments. This individual will serve as the leading voice of M-Tech’s customer base. Our vision is that Customer Success becomes an integral part of who we are as a company so that our customers gain value through our products and services.

Essential Functions & Responsibilities

The Director of Customer Success will provide and execute the vision of a multifaceted Enterprise CS Department. Essential responsibilities include, but are not limited to:

• Drive and implement the vision of CS at M-Tech.
• Hire, train, mentor and develop a team of post-sales Customer Success Managers.
• Create and implement job roles and expectations for all team members.
• Develop and implement workflows and processes that lead to new business growth, establish customer loyalty, and increase customer satisfaction and retention.
• Determine the metrics, health scores and KPI’s relevant to M-Tech’s customers and business. Implement these metrics across all M-Tech departments and platforms.
• Increase product adoption, customer loyalty and retention while implementing tactics to reduce churn and customer dissatisfaction.
• Drive business growth through the creation of retention plans; understanding our customers’ goals and providing proactive solutions.
• Expand and grow revenue through coaching CSM’s to identify opportunities with existing customers.
• Champion client priorities with Product Development, Project Implementation and Customer Support.
• Partner with sales to align initiatives on strategy and sales. Collaborate with Marketing and other cross-functional departments to increase ROI for customers.
• Become a subject matter expert in general poultry and agriculture business. Learn and leverage M-Tech software products to enhance understanding of our customers and the problems they face.
• Partner with active project implementations to gauge progress and customer onboarding experience.
• Collaborate with the VP of Sales to offer customer insights that aid in pipeline development/growth.
• Deliver positive outcomes by using data and analytical strategy to make decisions.
• Deliver Continuous Improvement and Feedback Loops/Processes. Establish mechanisms for gathering feedback from customers and internal teams to continuously improve ways of working, processes, and the overall customer experience.

Experience, Skills and Qualifications

• College degree in applicable field required. MBA or equivalent preferred.
• 6+ years of experience leading teams in a customer facing capacity.
• Successful track record of managing $40 Million in ARR.
• Proven track record of growing and developing a Customer Success Department/Teams in a fast-paced SaaS organization.
• Deep understanding of software business models, with knowledge of subscription and renewal revenue models.
• Strong decision making and problem-solving ability backed by a strong mindset and goal-oriented attitude.
• Hands on experience and knowledge of using Customer Success applications and tools (Zendesk, HubSpot, etc.).
• Excellent verbal and written communication skills.
• Knowledge of or experience with animal agriculture and/or poultry highly preferred.

Travel and Commute Requirements

• Up to 25% of domestic and international travel as required by customers and business requirements.
• Regular presence (3-4 days/week) to the M-Tech offices in North Atlanta.

 

EEO Statement

Integrated into our shared values is M-Tech’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. M-Tech 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 M-Tech has an ongoing responsibility to respect and support a globally diverse environment.

Posted On: Friday, August 16, 2024