Director, Customer Experience

Sound Agriculture is an innovator in bio-inspired chemistry and plant genetics. We leverage natural plant diversity to grow crops more sustainably and create differentiated, nutritious food. Sound is a Series C startup funded by leading investors in food and agriculture such as Leaps by Bayer, Northpond Ventures, S2G Ventures, Fall Line Capital, Cultivian Sandbox Ventures, Cavallo Ventures and Syngenta Group Ventures.

Sound is seeking a Director, Customer Experience that is responsible for establishing and supporting value creation with Sound customers and dealers. Ideal candidates will possess a unique blend of process and data-driven thinking with exceptional interpersonal and customer service skills. This position reports directly to the Vice President, Sales and can be based in our Emeryville, CA headquarters or remotely.

What you’ll do

  • Set the overall vision and strategic plan for the Customer Experience organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements
  • Measure customer outcomes, product adoption and customer experience (e.g. NPS and CSAT), and work to optimize results
  • Reduce churn and drive new business growth through greater advocacy and reference ability
  • Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
  • Develop company-wide customer experience motion integrating processes, content and data to/​from stakeholder organizations (e,g., Marketing, Sales, Product, etc)
  • Work closely with the Sales and Agronomy leaders and their teams to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
  • Drive Account Growth Outcomes:
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Reduce churn and drive new business growth through greater advocacy and reference-ability
  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
  • Serve as voice of the customer for multiple functions across the company
  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Proactively address customer issues and follow problems through to resolution
  • Develop service procedures, policies and standards
  • Oversee order fulfillment, finished goods inventory control, and secondary distribution
  • Manage the PO process for finished goods supply to ensure efficiency and on time delivery
  • Define proactive processes to ensure there is optimal communication throughout the organization in regards to supply / fulfillment / operations related issues

What you bring

  • Bachelor’s degree or equivalent professional or military experience
  • 7+ years of experience in a client service/customer-facing role, such as Customer Experience Management, Consulting, Strategic Account Management, Sales, Business Development or related field
  • 3+ years experience recruiting and managing teams
  • 3+ years experience in physical supply chains, ideally at point of 3PL or secondary distribution
  • Food, produce, wholesale (value added service to produce), agricultural or agricultural technology industry experience
  • Strong understanding of value drivers in high growth, startup businesses
  • Experience working with senior & executive level customer contacts
  • Ability to align internal resources to meet customer requirements & deadlines AND/OR strong leadership, teamwork & cross-functional collaboration skills
  • Demonstrated ability and desire to work and excel in fast-paced environment
  • Excellent multitasking and project management skills
  • Experience with Salesforce, ZenDesk, Gainsight, or other similar applications a plus
  • Willingness to travel to customer locations as needed – up to 25% depending on region

Our Offer 

  • Opportunity to work in an early-stage, disruptive startup with a talented, experienced, and growing team of dedicated individuals
  • Competitive compensation package
  • Performance bonus structure
  • Comprehensive health care plans that include Medical, Dental and Vision coverage
  • Flex Spending Account (Healthcare, Dependent Care & Commuter Benefit)
  • 401k Plan
  • Generous vacation policy
  • Regular team events and engagement activities (we actually like hanging out with each other!)

Sound is based in Emeryville, CA with a number of employees working remotely. We have a mission driven culture and a fast-paced, collaborative work environment. We are looking for someone to join the team who will bring a passion for sustainability along with a deep expertise in the business of food and agriculture.

Equal Employment Opportunity

We seek a diverse pool of applicants and consider all qualified candidates regardless of race, ancestry, color, gender identity or expression, sexual orientation, religion, national origin, citizenship, disability, Veteran status, marital status, or any other protected status.

Sound participates in E‑Verify and will provide the federal government with your Form I‑9 information to confirm that you are authorized to work in the United States. If E‑Verify cannot confirm that you are authorized to work, Sound is required to give you written instructions and an opportunity to contact the Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before Sound takes any action, including terminating your employment.