Customer Operations Business Analyst

Position Title: Customer Operations Business Analyst
Department: Customer Operations
Division: AGI Digital
Location: Lenexa, Kansas

About AGI

AGI is a global food-based infrastructure company publicly traded in Canada. With over 3,800 employees and over 30 global manufacturing brands, AGI is a leading provider of equipment and technology solutions for agricultural commodities including seed, fertilizer, grain and feed systems, and an expanding platform for food processing facilities.

Today, AGI’s product portfolio also includes cutting edge solutions that leverage IoT enabled devices, sensor technology and cloud computing. The AGI SureTrack product is an independent hardware and software platform that brings together data across the farm, in real time, and provides customers with the ability to manage their crop production, manage their overall business, and market their grain based on content and robust traceability. With a customer base that includes Growers, Ag Retail, Grain Buyers and Food Processors, AGI SureTrack is an independent farm operating platform, with supply chain visibility and complete crop management.

The Opportunity

We are actively seeking a Customer Operations Business Analyst to join our Customer Operations team at our Lenexa, Kansas AGI facility. In this role, you will work closely with stakeholders from our customer support, customer operations, field service, accounting, product and sales teams to identify opportunities to improve processes, best practices, tools and reporting to drive revenue growth and enhance customer satisfaction.

The Team

Our team consists of a customer support and customer operations team working side by side to impact the overall customer experience. The position with report directly to the Customer Operations Leader.

Responsibilities

• Work with customer facing teams to determine best metrics to track and methods to streamline data for the purpose of collection, analysis and interpretation
• Leverage collected data, customer and stakeholder feedback to develop, optimize, and automate processes and workflows to improve the efficiency and productivity of the customer success and support teams.
• Ideate on dashboards, reports, and metrics that track key performance indicators (KPIs) such as customer churn, renewal rates, customer satisfaction scores, and revenue growth as well as reports that enable efficiencies across our support team and connected departments
• Propose and facilitate in the implementation of Salesforce oriented solutions to further enable adoption and best practices by our internal team members
• Maintain a strong focus on continuous improvement and SOP development
• Work closely with the Customer Engagement Lead to collect feedback from customers in order to drive process changes and customer experience strategy
• Host trainings and create training material to educate internal team members on new processes, tools or reports
• Intake and development of one-pagers (epics) and/or user stories pertaining to areas that impact customer operations and customer experience
• Meet with key stakeholders from our product and software teams to communicate business needs for effective prioritization and development
• Assisting our support and sales teams in customer lead generation both through data analysis and support of any e-commerce efforts

Qualifications

• Bachelor's degree in business or related field
• 2+ years of experience writing business requirements and user stories
• Knowledge of Salesforce Service Cloud CRM is preferred
• 1 year of experience working as a customer support representative is preferred.
• Attention to detail, analytical thinker that is able to make data-driven recommendations
• Data driven and good reporting skills
• Strong presentation skills and ability to communicate complex concepts to a team
• Basic knowledge of agile software development and scrum
• Experience with Product Management software such as Jira, Miro or Lucid is preferred
• Experience with Salesforce – Field Service Lightning preferred
• Strong communication and collaboration skills
• Ability to work effectively with cross-functional teams
• Technically savvy
• Experience in configuring system set-up and reports
• Proven ability to lead and facilitate workshops and training sessions
• Proficient in Microsoft Office Suite
• Proactive and self-motivated with a strong sense of initiative

AGI is an equal opportunity employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.

Accommodations are available upon reque