Customer Success Manager

Get all PERC customers to a cup they’re excited to tell others about. Build and strengthen customers’ connection with PERC through communications, knowledge sharing, in-person and virtual events, and training.

### **Responsibilities**
**Share brewing expertise**
- Develop intimate familiarity with every PERC coffee, establishing and publishing dial-ins for several commercial and home brew methods
- Provide detailed feedback to the PERC sourcing team about how coffees perform in brewing
- Build and send brew tips email journeys
- Provide the retail team with batch and espresso recipes for all service coffees

**Drive customer engagement**
- Proactively interact with customers, answering questions and providing tips via email, Inbox, social media, and other channels
- Represent PERC at trade shows and sponsored events regionally and nationally
- Plan, schedule, and conduct tastings, tours, demos, and interactions for wholesale accounts and direct customers
**Provide technical training**
- Plan, schedule, and conduct training for PERC employees, wholesale accounts, and direct customers
- Generate text, photo, and video content for marketing efforts across channels
**Support wholesale accounts**
- Assist in basic troubleshooting of coffee equipment
- Develop personal relationships with wholesale buyers & decision-makers
- Respond to inbound account inquiries and onboard new wholesale accounts
- Rapidly respond to wholesale customer correspondence (calls, emails, texts, etc.)
- Maintain coffee offerings available to subscription services (Trade, Bean Box, etc.)
- Submit and verify Whole Foods Market promotions

### **Key Performance Indicators**
- Web customer average first-year revenue
- Multi-roasters who return or convert to always-on
- Training sessions and events conducted

### **Requirements**
- Intimate knowledge of PERC operations, pricing, and promotions
- Coffee brewing and dial-in mastery
- Experience planning and executing coffee training
- Basic software proficiency with spreadsheets, email, document generation, and cloud-based third-party services
- Familiarity with common commercial and consumer coffee equipment, including grinders, brewers, and espresso machines
- Strong initiative, self-management, and autonomous decision-making
- Ability to write clear, concise, and professional correspondence and reports
- Driver's license and reliable transportation
- Ability to travel to trade shows and accounts outside of Savannah

### **Compensation**
- $60,000 annually
- Health, vision, & dental insurance
- Paid time off
- Paid sick leave
- Free coffee and swag