Customer Experience Leader

Farm-ng empowers the agricultural community with affordable, adaptable robotics and AI solutions so they can adopt more productive, profitable, and sustainable farming practices. Our vision is to cultivate a future where farms thrive and healthy food is produced sustainably and equitably.

For farms that want to make their operations more autonomous and prosperous, the Amiga is a modular electric robot powered by AI that’s adaptable for multiple environments, tasks, and crops. We made our platform accessible to farms of any size so they can realize unprecedented productivity and future-proof their business. The Amiga Developer Unit is a bundle of the Amiga robot, its I/Os, and an AI computer we call the Brain. These tools enhance data collection, visualization, and analysis while accelerating time to in-field deployment.

We are seeking a Lead Customer Success Engineer reporting to the COO to spearhead our technical support team, ensuring the highest level of customer satisfaction and success. The ideal candidate will have a strong background in technical support, leadership skills, and a customer-first mindset. This role involves managing a team of support engineers, strategizing customer success initiatives, and ensuring technical issues are resolved promptly and efficiently.

Responsibilities:

  • Lead and mentor a team of Customer Experience Engineers, fostering a collaborative and high-performing environment.
  • Develop and implement strategies to enhance customer satisfaction and loyalty.
  • Serve as the primary point of contact for high-severity customer issues, coordinating with cross-functional teams to resolve them.
  • Analyze customer feedback and collaborate with product and engineering teams to improve product features and services.
  • Monitor customer health metrics and develop action plans to address areas of concern.
  • Conduct regular training sessions for the team on new technologies, products, and support best practices.

Qualifications:

  • 5+ years of experience in technical support or customer success, with at least 2 years in a leadership role.
  • Excellent problem-solving, communication, and team management skills.
  • Proven ability to manage and prioritize multiple high-urgency issues simultaneously.
  • Strong understanding of customer success metrics and software.

Preferred Skills:

  • Experience with CRM and customer success software.
  • Knowledge of SaaS products and cloud technology.
  • Able to drive a truck and trailer, not afraid to wrangle real farming robots