Job Title: Member Experience Specialist
Herdwatch is the market-leading software-as-a-service (SaaS) farm management app & platform in Ireland and the UK, used on over 10,000 farms, and part of FRS Network (Farm relief Services) a 40 year old, farmer-owned Cooperative headquartered in Roscrea, Co. Tipperary.
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About the Role:
As part of our growth and expansion, we are looking for a Member Experience Specialist to drive our member sales and provide support to members. At Herdwatch we strongly believe in member happiness and you will be based in our contact centre in our head-office in Roscrea, working alongside the rest of our team, where you will call potential new members to sell our Herdwatch app membership packages, and support existing members to maximise their app usage, saving them time, money and hassle.
You will get the support you need to be successful, with product knowledge, training, sales and support skills and on-going mentoring.
You will be responsible for selling Herdwatch app memberships to our farmer sales leads, upselling them to the best product plan that suits their needs and delivering a "best in class" support experience to our members, delivering the happiness we promise.
Your key responsibilities include:
Proactively call our farmer sales leads to up-sell to the appropriate Herdwatch paid Membership, ensuring a high conversion rate of leads to paid members (assisted sales)
Provide a timely response to renewals, supporting members with their renewal payments processing and exceptions handling, ensuring a high renewal conversion rate (assisted renewals)
Proactively provide outbound and inbound assistance to our members during the critical on boarding phase, ensuring high levels of user engagement, member experience success and happiness .
Ensure that each interaction with a member maximises the value of the product, drives app usage, delivering on the product and brand promise. This is a critical responsibility to ensure engaged member experience, sales-conversion and retention/renewal rates.
Deliver best in class member support, taking ownership and resolving customer support queries in a friendly, professional and efficient manner via phone, email, online chat or any other means of communication as may be required.
Achieve monthly, quarterly and annual sales targets across various sales touchpoints, e.g. assisted sales, on-boarding process and renewal sales
Work with your team and manager to support an inspiring environment culture where the member experience is at the heart of everything we do.
Work with key stakeholders within the company to constantly improve the end-to-end member experience - for example by listening, learning and championing member app feature requests or highlighting insights into recurring support issues, member pain-points and root-causes with relevant team members and colleagues.
Assist with preparation for major shows and attend events in Ireland and abroad to educate future and current members about our Herdwatch App, our product and feature roadmap and grow our customer base.
The Person, the skills and attributes required for this role:
- Person with previous experience working in a sales driven environment or contact centre, possessing strong sales skills to up-sell leads and renewals
- Person with experience from a farming background an advantage, but not critical as full product training will be provided to successful candidate
- A people person with excellent interpersonal and professional communication skills
- Person who is open, good listener and is keen to learn new things
- A proactive organised person with excellent time management skills and can work as part of a team and on their own initiative
- Strong attention to detail and can deliver a 'best-in-class' sales and support customer experience
- Has strong systems knowledge and is adept in using multiple systems and following process