Account Manager

Job Description

Description
The Account Manager will display grace under pressure, eagerness to undertake difficult tasks, and a sense of urgency when needed. At La Colombe, no task is too small and the Account Manager should embody this in all client interactions.

RETENTION & RELATIONSHIP BUILDING

Deliver industry leading customer service at every stage in the customer experience by providing thorough, reliable, and timely solutions.
Communicate in a kind and professional manner during every interaction with clients.
Respond to client inquiries and internal requests by identifying client concerns, researching issues, working with appropriate departments to develop a resolution, and communicating an action plan to client and appropriate personnel in a timely manner.
Establish relationships with chefs, managers, and hospitality staff to develop your network.
Anticipate and proactively take charge of difficult situations finding solutions for clients in line with La Colombe’s resources.
Actively work to become the first point of contact for clients.
Implement strategy to grow business of the assigned client list by introducing new products, improvements in quality, and marketing efforts.
Use data resources to monitor and track potential churned accounts.
TRAINING, EDUCATION & QUALITY CONTROL

Assist with onboarding of new clients by providing comprehensive hands-on training, product presentations, and continuing education for groups of all sizes.
Train baristas, service staff, and management on brewing techniques, extraction theory, hospitality professionalism, and equipment maintenance.
Assist technicians and sales team with installations and minor technical service requests.
Conduct routine visits of clients to calibrate coffee, set recipes and perform light preventative maintenance on coffee equipment.
Log all routine and emergency client communication and visits in CRM system, providing information on updated contacts, product quality and customer interactions
Troubleshoot larger equipment issues, liaising between La Colombe’s technical service team and client to ensure timely and effective servicing of coffee equipment.

Qualifications
Passionate about coffee and hospitality.
Professional communication skills, both verbal and written.
Experience in the hospitality or coffee industry.
Enjoys interacting with clients and building relationships
Eagerness to grow as a coffee professional. Ability to give and take critical feedback in order to grow.
Desire to be part of a team.
Occasionally work non-traditional hours and weekends.
Occasionally assist lifting, moving, and/or carrying coffee equipment
A self-starter, a quick learner, and will have the ability to efficiently manage various responsibilities while keeping management informed.
PREFERRED QUALIFICATIONS

Technical acumen or desire to learn.
Experience with microsoft/google suite (excel, word, powerpoint or equivalents)
Coffee education experience.
Experience with CRM and data software (Hubspot, Tableau, Salesforce, etc.)