Client Success Lead

Pro Coffee Gear is a rapidly growing Coffee equipment e-commerce company based in Austin, Texas. The founder is a serial entrepreneur with several other successful companies. You can learn more about him here: www.linkedin.com/in/wwakefield

Client Success Lead

In this role, you will own several business-critical functions:

 

Sales enablement:  Some of our clients purchase products directly from our website. However, we sell very high-value products over 50% of our sales come from our consultative sales process. This process requires several interactions and quotations. You will take the lead in facilitating email and text communications. This will take the form of draft emails and Shopify checkouts. Eventually you will be handling most of these communications on your own. This also includes 3rd party sales channels and social channels.

 

Client Success:  We sell a variety of commercial equipment that requires either professional installation or someone who's familiar with the plumbing and electrical requirements. While we're continually building out automated ways to address any questions our clients have before they have them, a fraction of our clients still need help or have questions regarding their equipment. This typically consists of the following

Install coordination:  Our clients sometimes need support identifying and coordinating the installation of their equipment; particularly espresso machines and brewers. We have a map of technicians we use to identify qualified companies to use. In other cases, you may need to search them out independently.

Client questions or issues:  Some clients have questions about operating their machine, install or run into issues with operating their machine. You will need to ensure they are addressed by coordinating with / handing off to our aftersales lead or helping draft responses.

Shipping logistics, damage & returns:  Sometimes shipments are damaged and claims need to be filed related to these issues. We also need to coordinate communication with our clients about returns and address any related issues. You will be managing these items or ensuring the right people are informed or take action in response to these issues.

After sales Orders:  Once our customers purchase an espresso machine with us, they frequently follow up and order other related items like parts, filters, and accessories. While we already have some of these items on our website, there are many items we don't yet have listed, which require some research and coordination to fulfill.

Process Improvement:  You will have a front row seat to recurring activities that could be streamlined or automated. We leverage software automation as much as possible at our company and look forward to hearing your input on how things might be made more efficient.

Excellent communication skills: Able to facilitate email and text communications, draft professional emails, and coordinate with clients effectively.

Strong initiative: Proactive in identifying client needs, addressing questions or issues, and taking ownership of tasks.

Problem-solving ability: Capable of coordinating installations, troubleshooting client questions or issues, and managing shipping logistics, damage claims, and returns.

Adaptability: Willingness to embrace change, work in a dynamic environment, and quickly adjust to new circumstances or priorities.

Time management and organizational skills: Proficient at prioritizing tasks, managing deadlines, and maintaining attention to detail.

Customer-centric mindset: Dedication to understanding and meeting customer needs, ensuring a positive experience throughout their journey.

Pro Coffee Gear provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.