Coffee Trainer & Customer Success

Responsibilities

• Training Program Delivery (Wholesale & Public)
• Plan, schedule, and conduct engaging and informative training sessions for wholesale partners.
• Organize, promote, and deliver high-quality public coffee classes.
• Assess training effectiveness and gather feedback for continuous improvement.
• Coordinate training logistics, including venue setup, materials preparation, and participant communication, liaising with the Training Assistant.
• Customer Account Management
• Serve as a primary point of contact for assigned existing customer accounts.
• Build and maintain strong, positive relationships with customers, understanding their needs and business objectives.
• Proactively manage customer accounts to ensure satisfaction, retention, and loyalty.
• Address customer inquiries, troubleshoot issues, and provide solutions in a timely and effective manner, liaising with the Head of Sales for complex account issues.
• Coffee & Barista Assessment
• Conduct regular coffee quality and barista skills assessments for existing customers to ensure brand standards are met and identify further training needs.
• Upselling and Business Development
• Identify opportunities to upsell additional products or services to existing customers based on their needs.
• Develop and present tailored proposals and solutions to customers.
• Utilize effective selling techniques and negotiation skills to close deals and achieve sales targets.
• Collaborate with the sales team on strategies to grow existing accounts.
• Reporting and Administration
• Track and document all training activities, participant attendance, and feedback.
• Maintain accurate records of customer interactions, account status, and sales activities (potentially in a CRM system).
• Prepare and submit regular reports on training delivery, customer success metrics, and sales performance to both the Training Assistant and Head of Sales as appropriate.
• Collaboration and Communication
• Work closely with the Training Assistant on all training logistics and scheduling.
• Collaborate effectively with the Head of Sales and the wider sales team regarding customer accounts and sales strategies.
• Maintain clear communication channels regarding customer feedback and training needs across relevant departments.

Job Type: Full-time

Work Location: In person