Leads AROYA’s post-sale customer experience, including support, success, agronomic advising, activation, adoption, renewals, retention, and expansion. Manages a five-person team, builds account health and operating models, owns churn and auto-renewal programs, establishes service standards, and maintains reporting and systems discipline. Partners with sales, product, finance, and marketing to improve customer outcomes, revenue retention, and expansion across the installed base.

Provides technical customer support for AQUALAB instruments, software, connectivity, service requests, and self-service tools. Manages cases in Salesforce, troubleshoots issues, documents resolutions, coordinates escalations with internal teams, supports customer onboarding, and addresses shipping, repairs, and receiving concerns. The role also identifies recurring issues, recommends process improvements in Salesforce and NetSuite, and builds product expertise through ongoing training.