ProducePay is transforming the global produce industry into a more connected and sustainable movement. We give farmers unprecedented access to the market, financial solutions, and trade protection they need. Buyers and consumers receive fresher produce more efficiently, knowing it is grown and delivered in responsible ways. This simplified and empowering approach is helping to eliminate over 50% of economic and food waste, and create value for everyone involved.

We are seeking a dynamic Customer Success Manager who will become an important member of the Commercial team at ProducePay. We are a cross-functional team composed of a product manager, engineers, designer and dedicated sales people. The Customer Success Manager will be responsible for owning the customer journey of each ProducePay customer to ensure a smooth ride from the Onboarding Process and all along the relationship.

The Customer Success team has the function of being the bridge between ProducePay internal departments and the multi-product qualifying “Seller” category customers. The CSM will lead the strategy post-initial sale, to find a growth path for each Seller, promote the cross-selling, increase product adoption and, in general, facilitate a satisfactory experience for the customer.

Responsibilities

-General Portfolio Management:

• Welcome package, Onboarding presentation, and Platform setup for all the new “Seller” customers and renewal deals to the company.
• The CSM must have domain knowledge of the Sales Model of Produce Pay, secure an efficient handoff between the Sales Team and CSM Team for every new customer so the customizations of their product can be correctly operationalized during the Post-Sale stage.
• Set a Plan of action for his/her Client Portfolio with specific actions and tracking to achieve a Successful Customer Experience compose for these 5 pillars: Successful funding, activacion, up-selling, cross-selling and renewal.
• Performing as a liaison between the client and departments within the company to convey information, ensure understanding, and make certain every subsequent step in the funding and/or activation process gets done in an accurate, timely manner.
• Monitoring the client’s general performance. In case of contingency (poor-performance of the account), bring the case to the proper department and figure out new terms if necessary.
• Understand client needs and complaints at every time and collaborate effectively with the other departments to provide a valuable win-to-win solution for them and the company.
• Actively participates in internal multi-functional projects of continuous improvement.

-Strategic Projects Participation:

• The CSM will also be assigned to selected originations on Produce Pay’s Strategic Projects. The essential function and role of the CSM in these kind of products integrates: Specific Commodity Industry knowledge; Commercial, Sourcing and Logistics planning and Negotiation, Project Management, and Quantitative Analysis skill sets.
• The CSM in this role must cover the following activities: Pre-Harvest, In-Season and Post-Harvest periodic visits to the Seller farms; Manage the Seller forecast projections and how it aligns with their cash flow expectations; Daily negotiations with the Seller about the packing schedule planning and assess and procure the Seller shipping performance, program fulfillment performance, and quality performance.

Requirements

• Bachelor's degree from an accredited college or university (Business, Finance, Agronomist, Economics or related field).
• Project management, Microsoft Excel and Financing services knowledge (Factoring and Working Capital Loans).
• Fluent in English and Spanish.
• 5+ years’ relevant business experience: sales, account executive, account management or related business relationship management and business development.
• Strong soft skills set: Ownership, Adaptability, Communication, Creative thinking, Work ethic, Teamwork, Time management, Problem-solving, Critical thinking, Conflict resolution, Negotiation
• Software: Power BI, Tableau, CRM (Salesforce), Asana, Docusign, Zoom, proficient in MS Office, Google Suite, Slack.