Experience
– 5–10 years in customer success, implementation, or technical support roles in B2B SaaS or tech-enabled services
– Prior experience supporting food, agri, supply chain, compliance, or traceability technology
platforms strongly preferred
– Track record of managing a mixed portfolio of SMB and enterprise accounts with measurable retention and expansion outcomes
Domain Knowledge
– Working knowledge of food supply chains — seafood, agro, meat, dairy, or clean-label FMCG —
at the operational and compliance level
– Familiarity with GS1 standards (EPCIS, GLN, GTIN), HACCP, GFSI, ISO 22000, or food safety
management systems
– Awareness of regulatory traceability mandates: USFDA-FSMA 204, EUDR, FSSAI traceability
rules applicable to domestic and export food businesses
Technical & Analytical Skills
– Ability to configure and troubleshoot SaaS platforms; comfort with API concepts, data mapping, and integration basics
– Proficiency in data analysis tools (Excel / Google Sheets / BI dashboards) to interpret adoption and outcome metrics
– Experience with helpdesk / CRM tools (Freshdesk, Zendesk, HubSpot, or equivalent); structured issue documentation and escalation
