Customer Success Associate

Location: Ethiopia 

Department/Unit: Customer Success and Support

Reports To: Customer Success Lead

Apply: jobs@hellotractor.com

General Inquires: hello@hellotractor.com

Background and Context 

Hello Tractor (HT) connects tractor owners to smallholder farmers through an Internet-of-Things (IoT) digital solution by supporting improved management of tractor businesses, ensuring tractor owner success, while connecting farmers to affordable, mechanized services. Hello Tractor’s solution begins with a low-cost hardware monitoring device that can be installed on any tractor, connecting it to the Hello Tractor cloud for remote data tracking and analytics. By expanding tractors’ serviceable geography, Hello Tractor enables owners to grow their business, providing employment opportunities for service providers and rural booking agents. By creating equitable access to tractor services, Hello Tractor enables smallholder farmers to earn more and grow more, improving livelihoods and food security for their families and communities.

Hello Tractor has grown significantly in a short span of time in the African market. We now have a marketplace of over 5,000 tractor owners and operators servicing over a half million smallholder farmers across 20 countries in Africa and Asia. However, despite the huge potential for the service, there is a shortage of tractors to fully service.

Job Summary

Smallholder farmers’ demand for services and banks generally do not lend to rural communities. To address this, Hello Tractor recently launched a Pay-As-You-Go (PAYG) tractor financing product to unlock low risk, low-cost tractor financing for rural, under-banked entrepreneurs servicing smallholder farmers. Hello Tractor has a fantastic
opportunity for a Customer Success Associate delivering exceptional customer support by addressing inquiries promptly, resolving technical issues efficiently and fostering strong, lasting relationships.

You will be working with a world-class team of professionals who are passionate about what they do and will expect no less from you. Having an insatiable hunger for learning new methods, processes, and technologies and improving existing ones is critical. Are you comfortable liaising with a range of stakeholders? Are you meticulous about continuous process improvements? Are you a critical thinker, entrepreneurial and driven by high performance? Then we need you!

Key Responsibilities

• • Ensure a deep understanding of the HT solution, technology, and PAYG product to enable meaningful discussions with new and existing customers
  • Daily review of customer account analytics for the assessment of key field needs, risks, and improvements
  • Build and maintain strong relationships with customers, ensuring their needs are met and issues are resolved proactively and in a timely manner.
  • Conduct regular check-ins with customers to gather feedback, identify opportunities for improvement, and drive product awareness & adoption.
  • Collaborate with other teams (e.g. tech, product, and data) to implement innovative experiments and rollout features to improve our customer experience (e.g. Bluetooth beacons and fuel sensors).
  • Gather requirements from customers and stakeholders to ensure the experiments meet their needs and expectations.
  • Conduct user testing and iterate on the experiments to optimize usability, functionality, and customer experience.
  • Provide technical support to customers and internal stakeholders on IoT and hardware-related issues.
  • Assist the customer success team to improve on customer retention, working with finance to ensure the process is as frictionless as possible.
  • Communicate effectively with customers in Afaan Oromo to provide personalized and accessible support

What You Will Be Measured On

• • Customer Satisfaction Score (CSAT)
  • Customer Retention Rate
  • Issue Resolution Time

Who You Are

• • Bachelor’s degree required, Master’s degree will be an added advantage
  • Min 2 years’ experience in account management, business development, and/or customer support
  • Ability to interact among technical, business and operations teams
  • Energetic, highly motivated, self-starter, with excellent communication skills
  • Exposure to hardware engineering including telematics installation & troubleshooting.
  • Proficiency in use of business tools: Excel, task management, customer relationship management, data visualization
  • Action oriented, diligent, proactive and solution-oriented with excellent problem-solving skills
  • Committed to exceptional customer service and ability to deal with demanding customers’ needs
  • Creative thinking
  • Ability to work under pressure and within tight deadlines
  • Energetic, highly motivated, self- starter with excellent communication skills
  • Proficiency in English and Afaan Oromo

What We Offer

• • Competitive pay that commensurates skills and expertise
  • Performance bonuses
  • Hybrid working environment

How To Apply

If this sounds like what you have been seeking, send your resume and cover letter to jobs@hellotractor.com. Please put Application for Customer Success Associate – ETH in the subject line.

Shortlisting will be on a rolling basis