Customer Success Manager

MissionGet 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. ResponsibilitiesShare brewing expertiseDevelop 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 brewingBuild and send brew tips email journeysProvide the retail team with batch and espresso recipes for all service coffeesDrive customer engagementProactively interact with customers, answering questions and providing tips via email, Inbox, social media, and other channelsRepresent PERC at trade shows and sponsored events regionally and nationallyPlan, schedule, and conduct tastings, tours, demos, and interactions for wholesale accounts and direct customersProvide technical trainingPlan, schedule, and conduct training for PERC employees, wholesale accounts, and direct customersGenerate text, photo, and video content for marketing efforts across channelsSupport wholesale accountsAssist in basic troubleshooting of coffee equipmentDevelop personal relationships with wholesale buyers & decision-makersRespond to inbound account inquiries and onboard new wholesale accountsRapidly 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 promotionsKey Performance IndicatorsWeb customer average first-year revenueMulti-roasters who return or convert to always-onTraining sessions and events conductedRequirementsIntimate knowledge of PERC operations, pricing, and promotionsCoffee brewing and dial-in masteryExperience planning and executing coffee trainingBasic software proficiency with spreadsheets, email, document generation, and cloud-based third-party servicesFamiliarity with common commercial and consumer coffee equipment, including grinders, brewers, and espresso machinesStrong initiative, self-management, and autonomous decision-makingAbility to write clear, concise, and professional correspondence and reportsDriver's license and reliable transportationAbility to travel to trade shows and accounts outside of SavannahCompensation$60,000 annuallyHealth, vision, & dental insurancePaid time offPaid sick leaveFree coffee and swag