【職務概要】
BASFのデジタル農業プラットフォーム xarvio のCustomer Successとして、
農業の未来を変革するデジタルサービスの顧客価値最大化をリードしていただきます。
本ポジションでは、顧客の成功体験を起点に、
・新規顧客の獲得
・顧客体験の向上
・データドリブンなサービス改善
を推進し、ビジネス成長と顧客価値創出の両立を実現します。
単なるサポートではなく、顧客インサイトを起点にプロダクト・営業・マーケティングをつなぐハブ的役割を担う、非常に影響力の高いポジションです。

■ 主な業務内容
1. Customer Acquisition（顧客獲得）
・Web、ウェビナー、イン／アウトバウンド施策を通じた新規顧客の獲得
・キャンペーンやインセンティブプログラムの企画・推進
・デジタルチャネルを活用した効率的なリード創出
2. Customer Success / Support（顧客成功・支援）
・オンボーディング支援（電話・オンライン）および利用促進
・顧客からの問い合わせ対応および課題解決
・FAQ／マニュアル／コミュニティなどセルフサービス基盤の構築・改善
・外部パートナー（コールセンター等）のマネジメント
3. Customer Intelligence（顧客インサイト分析）
・顧客データの収集・分析によるセグメンテーション
・顧客ニーズ・利用状況・価値創出の可視化
・プロダクト改善へのフィードバックおよび社内展開
・顧客理解を活用したコミュニケーション施策の最適化
4. Sales Enablement（営業支援）
・営業チームへのトレーニング（製品価値・ターゲット理解など）
・顧客イベント・農場訪問などの営業活動支援
・パートナー企業のセールス支援（Enablement）
・データに基づく営業戦略の高度化


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【Objectives of the Position】
• Enable an effective and efficient customer acquisition as well as excellent customer experience to reach a high level of customer satisfaction with digital tools
• Disseminate customer insights across the organization and drive the development and implementation of and effective and efficient customer interaction approach as well as to trigger required adjustments/advancements of digital tools
• Cross-functional collaboration internally as well as with external partners and service providers to ensure highest level of customer success
• Establish new tools/approaches/channels to facilitate a more effective and efficient customer interaction and acquisition

【Main Tasks】
■Customer Acquisition
• Responsible for the acquisition of new customers via BASF website, webinars, in- and outbound calls and other tools/channels
• Contribution to the development and implementation of incentive programs (via vouchers) to facilitate customer acquisition

■Customer Support
• Support onboarding and utilization of customers for digital tools via phone and video-conference communication
• High availability to answer on-demand requests from customers to ensure a high level of satisfaction with digital tools
• Cross-functional collaboration with xarvio team and other functions to solve technical problems with digital tools based on customer feedback
• Development of efficient and effective ways for a more advanced, automatic/self-service customer supports (e.g. manuals, Q&As, newsletters, grower communities, digital solutions to answer customer requests, etc.)
• Contribute to the development of communication material by providing required information
• Management of and collaboration with external partners and service providers (e.g. external call center support)

■Customer Intelligence
• Responsible for the acquisition and analysis of customer data to identify different target segments and develop target segment specific communication material and approach
• Effective communication with customers to better understand their needs and interests, usage of digital tools and resulting benefits
• Initiate adjustments of digital tools based on customer intelligence to better serve customer needs
• Share customer insights within the organization

■Sales Team Support
• Provide trainings to the sales team about digital tool functionalities, farmer benefits of the digital tools, target segments and effective communication approaches
• Support sales team activities targeting the acquisition of new customers (e.g. customer events, visits of key farms, other promotion activities, etc.)
• Provide meaningful insights from customer intelligence to the sales team to support a more effective customer acquisition approach
• Support enablement of sales teams of partners for the acquisition of customers for digital tools