Manager - Customer Success - Fresh Produce Delivery

Location: Koramangala, Bengaluru

Reporting to: Founder

Job Description:

We are seeking a Customer Success Manager to join our team and ensure the success and satisfaction of our valued customers. In this role, you will be responsible for managing customer support processes, resolving issues, and providing excellent service to our B2B customers in the supply chain or commodity industry. Experience in B2B supply chain or commodity-related customer success management is preferred.

Responsibilities:

- Customer Support Process Design: Design and implement effective processes around customer support, returns, invoice issues, and other interactions with customers. Continuously improve and optimize these processes to enhance the customer experience.

- Customer Relationship Management: Build strong relationships with customers, particularly in the restaurant, cloud kitchen, and hotel sectors. Understand their needs and challenges, and proactively address any issues or concerns they may have.

- Problem Resolution: Act as the main point of contact for customers, actively listening to their feedback and resolving any problems that arise. Collaborate with cross-functional teams to ensure timely and effective issue resolution.

- Standard Operating Procedures (SOP): Develop and implement SOPs for customer support, including guidelines for customer inquiries, issue escalation, and communication channels. Ensure the smooth flow of information between customers and the support team.

- Tech Integration and Solutions: Leverage technology and systems to streamline customer support processes. Collaborate with the tech team to identify and implement tools that improve efficiency, such as photo capture for warehouse processes or delivery tracking.

- Business Operations and Strategy: Collaborate with internal teams to understand business operations and strategy. Use this knowledge to align customer success initiatives with overall company goals and contribute to the growth and success of the organization.

Qualifications:

- 3-6 years of experience in customer success management or a related role, preferably in B2B supply chain or commodity industry.

- Proven track record of designing and implementing customer support processes and standard operating procedures.

- Strong problem-solving skills with the ability to handle customer issues and find effective solutions.

- Excellent interpersonal and communication skills to build rapport with customers and effectively communicate with internal teams.

- Familiarity with tech integration and the ability to leverage technology to enhance customer support processes.

- Experience working with hypergrowth startups or B2B ecommerce startups is a plus.

Knowledge of the restaurant, cloud kitchen, or hotel industries is advantageous.

If you are a customer-focused professional with a passion for delivering exceptional service and problem-solving, and if you thrive in a fast-paced environment with continuous tech integration, we invite you to apply for the position of Customer Success Manager. Join our team and contribute to the success and satisfaction of our B2B customers in the supply chain or commodity industry.

About FarmTheory :

We are on a bold mission to make a better food system that would curb food waste, increase farmer income, and give everyone access to healthy affordable produce. Here's a short video (https://www.youtube.com/watch?v=69iaaWJumDU) explaining how we do this. We are currently delivering over 450 tons/month and have achieved a yearly revenue of $3 million.

Farmtheory is now 150 people strong and one of the largest, fastest-growing b2b fresh-produce delivery brands in Bangalore, backed by Y Combinator, Japanese and Indian Angels and prominent Indian VCs. We have just closed a multimillion dollar pre-series A round and are looking to unlock the next level of scale and expand to Indian and Oversees geographies. We have been working with a lean team until now, and are now looking to build a core team who can directly work with Founders and drive their functions independently with a Growth Strategy