Customer Success & Implementation Manager
Growflo Limited
Job Description
Customer Success & Implementation Manager
Location: Hybrid 3 days office based in Belfast, Northern Ireland
Type: Full-time
About Growflo
Growflo provides ERP software for commercial plant growers. Our customers use it to manage areas of their business including orders, inventory, production, purchasing and dispatch. We work with growers in the UK, US and Australia.
Were looking for someone to guide customers through implementation and help them get lasting value from Growflo. This is a hands-on role for a person who enjoys organising complex projects, building customer relationships and making software easier for people to use.
The role
Youll be a main point of contact for customers from onboarding through go-live and beyond. Youll keep implementation plans moving, coordinate the work needed from customers and our team, deliver training, and make sure questions and issues are followed through.
Youll work closely with our product and development team. You wont be expected to write code, but you will need to understand how customers use Growflo and explain their needs clearly to the people building it.
What youll do
Manage customer onboarding plans, milestones, actions and go-live preparation.
Coordinate data collection, imports, configuration, testing and training with customers and the Growflo team.
Take part in customer meetings and provide clear updates on progress, decisions and risks.
Contribute to product training and create useful guidance for customer teams.
Help customers adopt Growflo after go-live and identify where they need more support.
Triage support requests, gather the detail needed to investigate them, and keep customers updated through to resolution.
Build relationships with existing customers through regular check-ins.
Identify requests for additional training, functionality or services and bring these to the appropriate person internally.
Share recurring customer feedback with the product team to help improve Growflo and our onboarding process.
What were looking for
Experience in customer success, software implementation, account management or a similar customer-facing role.
Strong organisational skills and the ability to keep several customer projects moving at once.
Confidence leading meetings, delivering training and communicating with people in different roles.
The ability to understand a customers business process and explain it clearly to others.
A practical approach to solving problems and following through on commitments.
Comfort working with business software and learning a detailed product.
Experience with ERP software, inventory systems or commercial growing would be useful, but you do not need a background in horticulture. We can teach you the industry and the product.
Why join Growflo?
Youll have a direct role in helping growers put Growflo to work in their businesses. Were a small team, so youll be able to improve how we onboard and support customers, and see the results of your work.
If you enjoy taking ownership, working closely with customers and turning a complicated implementation into a clear plan, wed like to hear from you.
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