Silo

Customer Support

• Serve as the first point of contact for customer inquiries across Silo’s product suite
• Troubleshoot and resolve issues related to ERP workflows (orders, inventory, accounting)
• Payments, billing, and integrations
• Connectivity, system access, and configuration issues
• Clearly document issues, root causes, and resolutions to ensure consistency and knowledge sharing
• Escalate complex or high-impact issues to Engineering with clear reproduction steps and business context
• Manage all assigned cases in Zendesk, ensuring accurate categorization and prioritization
• Timely updates and clear customer communication
• Collaborate cross-functionally to track bugs, enhancements, and technical investigations
• Partner with Customer Success to ensure smooth handoffs for onboarding, renewals, and escalations
• Assist in creating and maintaining troubleshooting guides, knowledge base articles, best-practice documentation for customers and internal teams

Customer Support Specialist

Financial Planning and Analysis

• Manage the month-end close process and ensure all financial data flows accurately between our ERP and external partners.
• Maintain and improve our corporate financial models, including cash flow forecasting and budget vs. actuals (BVA) analysis.
• Track and report on key performance indicators such as ARR, churn, and customer acquisition costs.
• Own the finance tech stack (QuickBooks, Bill.com, Rippling) and ensure scalable, repeatable processes.
• Oversee payroll processing and calculate sales commissions with high precision.
• Prepare internal management reports and assist in the preparation of investor reporting packages.

Finance Manager

Sales

• Own the full revenue engine: new logos, expansions, renewals, and pricing strategy.
• Lead the migration from legacy license/NRR models to subscription ARR.
• Drive multi-year contracting and pricing discipline that supports long-term platform adoption.
• Develop and enforce pricing guardrails.
• Lead a lightweight “deal desk” to ensure value-based selling and healthy discounting.
• Build forecasting rigor grounded in accurate CRM data.
• Coach and elevate our existing SDRs and AEs—enhancing strengths and sharpening execution.
• Partner with Marketing on campaigns, messaging, and pipeline generation.

Director of Sales – Platform Revenue, SaaS, ERP, Labor Management, Payments

Account Manager

• Manage and grow a portfolio of high-volume growers, packers, and shippers
• Build trusted relationships by understanding crop cycles, labor models, multi-site operations, and compliance requirements
• Serve as a strategic partner supporting day-to-day operations and long-term labor and cost-efficiency goals
• Lead renewal strategies and ensure strong customer satisfaction and KPI attainment
• Translate operational challenges—labor efficiency, QC accuracy, pack/ship workflows, field costing—into actionable technical solutions
• Partner with Customer Success to ensure consistent onboarding and adoption across field, packing, and logistics teams
• Identify opportunities to expand into additional modules (payroll, reporting, equipment tracking, field costing)
• Participate in cross-functional upselling with Customer Success, Product, and Sales
• Provide value-driven recommendations and support business reviews tied to forecasting, labor trends, and cost improvements
• Apply knowledge of produce seasonality, labor trends, compliance, and quality standards
• Communicate field insights to Product and Leadership to influence roadmap and GTM strategies
• Support creation of customer success stories that highlight labor-cost reduction, productivity gains, and operational visibility
• Collaborate with Customer Success, Support, Product, and Engineering to align on customer workflows and needs
• Maintain accurate CRM documentation (HubSpot) including workflows, site structures, and expansion opportunities

Customer Support Specialist

Finance Manager

Director of Sales – Platform Revenue, SaaS, ERP, Labor Management, Payments

Strategic Account Manager