SUMMARY:
We’re looking for a Customer Success Manager to join our team in Oakland. You will be responsible for ensuring customers receive and consume their Red Bay Coffee.
Red Bay Coffee is a rapidly growing specialty coffee company with a strong mission and vision. We are establishing an inspiring foundation for how food and beverage teams develop and expand revenue. As one of the founding managers of the Customer Success team, you’ll play a meaningful role in strengthening how we provide a consistent and excellent experience for our customers.
We believe in the growth and development of our employees. You will not only be a great fit for the Customer Success Manager role if you have a desire for excellence but will also have the opportunity to grow within the sales, marketing and operations organizations at Red Bay Coffee.
ABOUT THE ROLE:
Reporting to the Director of Revenue, the Customer Success Manager supports and advises new and existing customers. To make this happen, you serve as a bridge between Account Sales, Customer Service & Production. This includes logistics management, customer engagement, and customer service. Through this design, you are able to help our team deliver value, strengthen relationships and minimize churn. In the role, you will work with select accounts & e-commerce customers as well as cross-functionally with people across Marketing, Sales, Customer Support, Events, and Production.
What you will do:
- Manage accounts and consumers along the Customer Success Lifecycle (onboard, support, engage, expand).
- Supervise and support a team of Customer Success Specialists.
- Engage with customers and internal teams towards meeting the needs of the customer.
- Support Inventory Management and Fulfillment for Wholesale, Retail, Consumer Packaged Goods and E-commerce products.
- Manage the success of several customers sets (internal and external customers), by offer Account and Production Support as needed (sample/product preparation, facilities, supplies)
- Support Account Receivables Management (invoicing, depositing checks, issuing credit memos, etc.)
- Manage inbound communication from existing customers across sales channels (first responding, categorizing, prioritizing, confirming orders and delivery dates, and engaging other team members as needed).
- Manage inbound chats from e-commerce platforms (offering customer support, routing to Sales, etc.).
- Proactively outline critical customer success factors, metrics for success, potential issues, and provide recommendations on an engaging team and achieving goals
- Generate business documentation as needed (invoices, how-to guides, etc.)
- Manage data as needed (Customer Contact & Shipping Info, Vendor Info, etc.)
- Generate reports as needed (e.g. Sales, Customer Service, Errors, etc.)
- Support Director of Revenue as needed.
What you will bring:
- Experience in a customer-facing role, including customer success, account management or strategy consulting.
- A commitment to diversity, inclusion and building beautiful relationships.
- Strong interpersonal skills and experience building strong internal and external relationships.
- Meticulous and detail-oriented.
- A passion and excitement for optimizing customer service and customer engagement experience.
- A keen sense of organization and autonomy.
- Strong desire to achieve and have a lasting impact.
- Managed customer escalations (internally and externally), balanced customer expectations, and negotiated successful resolutions.
- An ability to navigate multiple stakeholders, engaging people through influence.
- Experience with project management & communication tools like Clickup and Slack
- Experience with Hubspot or a similar CRM tool.
- Ability to work in a rapidly expanding and changing environment in a start-up.
- Enthusiasm for working in and learning more about the food & beverage industry.
Benefits we currently offer:
- Paid time off
- Medical, Dental, and Vision Plans (after 30 days)
- CalSavers Retirement savings plan option
- FSA & Commuter Benefits
- Professional development opportunities
- Access to Coffee Education & Training program
- Drinks at our locations & weekly complimentary bag of beans
- Discounts on Red Bay Coffee food, merchandise, etc.
- Free access to Red Bay Coffee curated events
- Be a part of a beautiful diverse, inclusive, and community driven culture
ABOUT RED BAY COFFEE ROASTERS:
Red Bay Coffee is building a global community through our commitment to sourcing, developing, roasting and delivering specialty coffee. We envision a world in which coffee is a vehicle for inclusion, social and economic empowerment, entrepreneurship, innovation, and environmental sustainability.
We are foodies, artists, activists, community folk, and innovators who love, love, love what we do. We believe that each employee makes a significant contribution to our success, and being open to ideas and continually improving is a fundamental part of how we work. We are committed to building a workplace where each of us works hard, has fun, and contributes a lot.
We are a coffee company with an intentional commitment to embed diversity practices into the DNA of our organization and place inclusivity at the forefront of our culture. We are committed to building a truly diverse team that is reflective of our communities and creates a culture that celebrates all that you bring to work each and everyday. If this sounds exciting, we'd love for you to join in helping us bring beautiful coffee to the people.