Client Success Lead

Land O'Lakes•Indianapolis, IN

13h•Hybrid

About The Position

Client Success Lead SureTech is a full-service agricultural lab that provides retailers access to the timely, cost-effective, reliable data their farmers need to make better decisions. We are seeking a proactive, customer-focused professional to own the customer experience, maintain strong relationships, and manage key operational processes. This role requires someone who can work independently, make informed decisions that benefit the customer, and collaborate closely with internal and external teams to ensure smooth operations and continuous improvement.

Requirements

Bachelor's degree in agriculture, Business or related field
Must have 3+ years' experience in a customer focused role
Excellent verbal and written communication with a strong customer-first mindset.
Ability to make sound decisions and take initiative to resolve issues.
Comfortable working across teams and building strong relationships.
Understand the purpose behind testing and how results impact customer decisions, with the ability to gain a working knowledge of sample flow and lab processes.
Ability to work in a hybrid environment and travel occasionally within the region.

Nice To Haves

Agricultural background strongly preferred.

Responsibilities

Respond to inbound phone calls and emails promptly and professionally.
Monitor sample progress and ensure timely data delivery to customers; address potential delays by proactively communicating and coordinating next steps.
Investigate, analyze, troubleshoot, and resolve escalated customer issues.
Track and report key customer metrics to inform decision-making.
Collaborate with third-party partners who interact with customers to resolve issues and ensure seamless experience
Apply understanding of lab processes, customer needs and industry trends to anticipate challenges, provide proactive solutions, and build long-term, trusted relationships.
Identify potential downstream impacts of customer requirements and take steps to prevent issues before they occur.
Conduct occasional on-site visits to key customers to strengthen partnerships and gather feedback.
Host virtual check-in meetings as needed to address concerns and maintain alignment.
Proactively provide value-added services that exceed customer expectations and strengthen long-term relationships.
Proactively recommend products and services that complement the customer’s current usage to maximize the value of SureTech’s solutions
Understand customer needs and laboratory processes, including why tests are performed and the value they provide to customers.
Collaborate with customers and lab teams to identify and prioritize improvement opportunities and address root cause issues.
Identify frequent customer pain points and design proactive communication tools to resolve issues before they arise.
Monitor industry trends and customer insights to generate new ideas that strengthen service offerings, enhance customer productivity and effectiveness.
Develop and maintain a roadmap of initiatives based on customer feedback and business needs.