POSITION – CUSTOMER SUCCESS MANAGER
POSITION BACKGROUND.
We believe farmers and ranchers are the unsung heroes of our world. They work tirelessly to feed a planet of some 8 billion people, rewarded with neither fortune nor fame, not even a thank you sir/ma’am.
Ritchey Livestock ID manufacturers a $1.00 plastic identification tag for livestock. While we owe farmers and ranchers so much more, the least we can do is to get this small task right for them. In our own, tiny little way, we can help them win the day. We therefore choose to create a customer-first culture.
POSITION SUMMARY.
This is a full-time position for a B2C agricultural manufacturing company in Brighton, Colorado. We are looking for a long-term, experienced Customer Success Manager to serve as the Ritchey customer concierge through hands-on leadership of our customer success department.
POSITION HATS.
Detective: Discover & Understand Needs. Track the customer journey across platforms; listen and lever data to seek out pain points; and seek truth for what people really desire. Ask why. Dig deeper. Occasionally try on the customer’s boots.
Designer: Incremental Improvement. Continually seek out ways to reduce friction and deliver a seamless customer journey and experience with the Ritchey brand and products. The technology, manuals, policies, processes, and people – must work in concert with the customer-centric mindset of the business.
Doer: An Owners Mindset. Roll-up your sleeves. We’re hands-on people here at Ritchey. Working side by side with our team is how we lead and how we discover small issues that can be improved.
Promoter: Amplify Purpose. Customers want understanding. Ensure that the Ritchey ‘why’ is relevant, authentic, and visible. Go beyond words on walls and bring the voice of our customers into the workplace.
Concierge: Surprise & Delight. Create moments that matter. Give customers something to talk about, stories to share, and memories to unite them.
Collaborator: Egoless & Generous. Liaise with other stakeholders, breaking down silos as necessary, to foster better collaboration across business units to improve the total customer experience.
Supervisor: Coach & then Mentor. Oversee hiring, training, and activities of customer success agents to ensure an effective team. Analyze and interpret customer interactions to be able to correctly identify current and future requirements.
YOU’LL LOVE THIS JOB IF:
· You like making things easier for customers and colleagues. If there’s a roadblock, you want to smooth it away.
· You are passionate about keeping customers for life.
· You’re energized by interacting with and helping people. You know that everyone has trouble sometimes and seek to empower and educate our customers.
· You love reading and learning about new ways of doing things. There’s always a better way.
· You’re a positive person and know how to look on the bright side.
· You bring solutions to the table not just problems. (But you aren’t afraid to point out where we’re going wrong).
· You’re comfortable with a little chaos and uncertainty. We move fast and sometimes decisions are made without perfect information.
SPECIFIC RESPONSIBILITIES.
Always starting with our farmers and ranchers in mind …
· Deliver a comprehensive service and experience to our valued customers through leading the day-to-day operations of the customer success team & department.
· Respond to customer service issues in an urgent manner.
· Track & analyze data and report on results.
· Roll-up sleeves and help manage a large number of incoming calls, emails, and orders.
· Design and develop effective customer success & experience procedures, policies, standards, and goals.
· Hire and train new customer success associates.
· Collaborate with Senior Leadership to design and manage a customer service & experience budget.
· Stay informed on the latest industry techniques and methods through readings and attending seminars.
KEY EXPERTISE & REQUIREMENTS.
· Detail-oriented. As Sherlock Holmes once said, “To a great mind, nothing is little.”
· A Zen-like temperament. Your self-control, patience, and thick skin put others at ease, both employees and customers alike, even in the most stressful of times. You are warm and welcoming.
· Be like water. With customers engaging the Ritchey brand through phone, email, social media, and in person, you have the mental agility to adapt and respond to a variety of situations.
· A high degree of initiative and an ability to solve problems without a manual.
· Curious & innovative – you love “whys” and “what ifs” with a demonstrable commitment to continuous improvement. You tend to be ahead of issues rather than just resolve them.
· Bachelor’s degree or equivalent experience.
· 5+ years of proven experience in a customer service/experience position.
· 5+ years of proven supervisory experience.
· At ease within MS Office.
· Bonus points – Demonstrable experience with Salesforce
· Bonus points – a background in livestock agriculture.
JOB TYPE.
· Salaried. Full time. Onsite.
· A part of the Senior Leadership Team.
· A country setting with a friendly, teamwork-oriented environment.
SUPERVISORY DUTIES.
· Lead, inspire, and motivate a team of 3-5 to bring their best to our customers every day.
REPORTS TO
· President/CEO
WORK AUTHORIZATION.
· United States (Required)
THE RITCHEY MANIFESTO (part mission, part why, part purpose, and part because)
Ritchey Livestock ID is a little company that believes in big ideas; a company that enjoys the grind of getting better each day. We make farm & ranch life easier through superior service and by producing a livestock ID tag that Never Fades.
COMPANY HISTORY
Eugene “Gene” Ritchey and his wife, Jo, founded Ritchey in 1964. Gene was raised on a dairy farm and became a lifelong farming and ranching businessman. Through Gene's experience in agriculture, he understood the need for livestock identification that lasts for the life of the animal. For over 50 years, Gene, Jo, and their sons Grant and Craig manufactured the only tags in the market allowing numbers and/or letters to be permanently engraved into a dual-colored tag. This unique method results in information that NEVER FADES, guaranteed. Ritchey Ear Tags are second to none in the industry - unsurpassed in legibility, retention, and durability.
In 2020, the Ritchey family sold the company to the Robert L. Kelley Jr. family out of Western Nebraska. The Kelley family, with deep roots in farming and ranching stretching down to 1926, has doubled down on a strategy to provide the best customer experience and identification tag in the industry.
Ritchey Livestock ID is an equal opportunity employer, and we are committed to providing an environment of respect where equal opportunities are available to all applicants and teammates. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. We believe that diversity and inclusion among our teammates is critical to our success as a company, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.
Job Type: Full-time
Pay: $65,000.00 - $70,000.00 per year
Benefits:
Experience level:
Shift:
Weekly day range:
Experience:
- Customer service: 5 years (Required)
Ability to Relocate:
- Brighton, CO 80601: Relocate before starting work (Required)
Work Location: In person