Customer Success Manager

About FarmOp Capital

Founded in 2017, FarmOp Capital is a rapidly growing finance company addressing long-term macro trends in farm operations by filling a growing agricultural lending need: Providing credit to growers based on their ability to grow a crop. Headquartered in St. Paul, Minnesota, FarmOp does not compete with traditional ag lenders but rather fills a capital void that traditional sources of capital have restricted ability to underwrite. This is primarily due to the limited value that can be allocated to growing crops by regulators. The predominant model of banking is lending money to a borrower that has collateral, typically in the form of land or equipment.

As a non-bank lender, FarmOp can make use of non-traditional collateral, along with technology, to provide higher advance rates than traditional lenders. By also placing cash in the hands of farmers earlier in the season, FarmOp products increase independence and buying power. Aligning modern agricultural lending with ag tech allows growers to make more profitable and timely decisions. FarmOp is an unregulated Ag lender with the leadership and flexibility to innovate versus being molded by regulation in coming up with financing solutions. There are few limits on loan origination size, parameters, or access to capital. FarmOp is backed by a leading global Capital Markets firm with a mandate to be a leading market share provider of Ag working capital. The FarmOp Value Proposition is to help bring about true independence for the producer by utilizing cash to lower costs and increase profitability. To achieve this, FarmOp offers smart, cutting edge, modern technology-based lending products and solutions. FarmOp is uniquely positioned to bring to together ag lending and ag technology.

Summary/Objective

The Customer Success Manager (CSM) is the mentor for FarmOp customers. The CSM forms direct relationships with customers to guide them through the loan origination process, then into the onboarding, servicing, and renewal phases. The CSM is focused on customer needs, to help them grow and achieve goals while simultaneously strengthening their relationship with FarmOp.

The CSM is also responsible for building relationships within the FarmOp organization.  Key relationships will include Relationship Managers (RM), Credit and Operations (CR/OPS) team members, Finance Team members, and Senior Leadership.  The FarmOp Value Proposition is to help bring about true purchasing independence for the producer by utilizing cash to lower costs and increase profitability by leveraging smart, cutting edge technology-based solutions. The CSM, in coordination with the RM, teaches and supports customers on how to best utilize and apply the technology offering of FarmOp as part of the advisement role. Comfort with utilizing technology is an important responsibility of the CSM.

The CSM will also assure documentation complies with organizational guidelines and loan committee approvals as well as state and/or federal regulations. The CSM assures internal compliance to policies, procedures and objectives are adhered to.

 

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1.       Advocate for FarmOp.  Working with customers, the CSM will have significant influence and should act as a personal cheerleader for FarmOp, explaining to customers why we can meet their specific needs. 

2.       Onboard new customers.  Onboarding is one of the biggest priorities of the CSM – educating customers on how to use FarmOp tools and products.

3.       Follow up on renewals.  The job of the CSM is to create loyal, repeat customers not one-time users.  A CSM should keep track of customer maturity dates and follow up with customers and FarmOp team members on renewals.

4.       Be the voice of the customer.  As someone who works directly with customers, a CSM should feel responsible for advocating for customer needs.  A CSM must have an in-depth understanding of what does and does not work for customers about FarmOp products and tools, which can be discovered through surveys, reviews, referrals, etc.  The CSM should organize, analyze, and share this information with other departments to ensure FarmOp’s decisions always consider the voice of the customer.

5.       Create and execute appropriate strategic plans to secure sustainable relationships and business volumes.

6.       Collect financial information and determine creditworthiness of existing/renewal customers.

7.       Analyze financial status by collecting, monitoring, and studying data and evaluate current capital requirements of existing/renewal customers.

8.       Identify credit risk and mitigants and effectively communicate findings with key FarmOp relationships.

9.       Effectively collaborate and communicate with internal stakeholders throughout loan origination, onboarding, loan servicing, and renewal processes.

10.    Attend relevant industry events and conferences to stay current in industry changes and to build business.

 

Competencies

1.     Comfortable with smart, technology-based solutions including those where the customer also engages with FarmOp through those channels.  Technical Capacity including comfort with technology-based systems and software.

2.     Able to educate customers on the use of tech as part of the loan origination, onboarding, servicing, and renewal processes.

3.     Aptitude in mastering the FarmOp product and offering suite.

4.     Basic understanding of federal crop insurance programs and agriculture commodity hedging programs and practices.

5.     Financial Management and Personal Effectiveness/Credibility.

6.     Problem Solving/Analysis.

7.     Presentation and Communication Skills.

8.     Company culture adept.

Supervisory Responsibility

This position does not have supervisory responsibilities.

Work Environment

This job operates in a professional environment.

Physical Demands

This is largely an office-based position but may include up to 25% travel. Examples of typical office physical demands may include sitting at a desk and utilizing equipment such as a computer, laptop, cell phone, etc.

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8 a.m. to 5 p.m.

Travel

This position will have travel up to 25% of the time for customer meetings, training, relevant industry events and conferences, or other travel as assigned where and when appropriate.  

Required Education and Experience

1.     Bachelor's degree (B.A.) from four-year institution, preferably in agriculture, plus additional lending and customer-centric competencies.

2.     Minimum 4 years' experience in customer-centric position or agricultural bank lending experience.