VP, Customer Success & Operations (Brilliant Harvest)

Description

We’re seeking a dynamic and strategic leader to join Brilliant Harvest as Vice President, Customer Success and Operations.

The Vice President, Customer Success and Operations, will prioritize exceptional customer experiences by leading onboarding, support, and dealer-supplier partnerships. This role also oversees critical operational and organizational processes to ensure scalable growth. A deep understanding of the agriculture industry and strong relationship management skills will be key to success in this role.

Time Allocation Across Key Areas (Estimated):

🤝 Customer Success: 50%

🚜 Agriculture Manufacturer Partnerships: 30%

🛠️ Operations Management: 20%

We’re seeking a dynamic and strategic leader to join Brilliant Harvest as Vice President, Customer Success and Operations.

Time Allocation Across Key Areas (Estimated):

🤝 Customer Success: 50%

🚜 Agriculture Manufacturer Partnerships: 30%

🛠️ Operations Management: 20%

Customer Success:

Onboarding and Implementation: Lead the post-sale customer journey, including manufacturer/dealer buy-in, implementation, and sign-offs, ensuring a seamless experience.

Training and Support: Develop and oversee a comprehensive training program for dealers and their customers to maximize product adoption and satisfaction.

Customer Retention: Monitor customer satisfaction metrics, proactively resolve issues, and implement strategies to improve retention rates.

Customer Insights: Gather feedback to inform product and process improvements, acting as a customer advocate within the company.

Manufacturer Partnerships:

Build and maintain strategic relationships with manufacturers, ensuring alignment on business goals.

Serve as a key liaison between manufacturers and internal teams to streamline processes and enhance collaboration.

Collaborate with industry associations and stakeholders to position the company as a trusted partner in the equipment ecosystem.

Operations Management:

Design and implement efficient business processes to support the Customer Success function and broader organizational goals.

Partner with the Product Development team to align operational processes with product strategy.

Establish performance review frameworks to support employee development and growth.

Qualifications:

Proven experience in Customer Success, operations, or a similar leadership role, ideally in a startup or high-growth environment.

Demonstrated success in building and managing relationships with dealer networks and manufacturers in the equipment industry.

Strong understanding of customer journey design, training, and support strategies.

Experience managing grant reporting and compliance is an asset.

Exceptional communication, leadership, and relationship management skills.

Familiarity with ag industry trends, challenges, and opportunities is a strong asset.

Key Competencies:

Customer-Centric Leadership: A deep passion for delivering exceptional customer experiences.

Relationship Building: Strong ability to establish trust and rapport with dealers, manufacturers, and customers.

Operational Excellence: Skilled in designing and managing processes that enhance customer success.

Strategic Thinking: Capable of aligning customer success initiatives with broader company goals.

Problem-Solving: Adept at navigating complex challenges and developing practical solutions.

Leadership: Proven ability to inspire and grow high-performing teams.

About Brilliant Harvest:

Brilliant Harvest is a venture backed seed stage startup in the AgTech industry who leverages cutting-edge AI technologies to build something extraordinary! Brilliant’s AI customer experience platform empowers equipment dealer teams across the entire customer experience from purchase to repair.