NYC Account Manager

Chobani•New York, NY

About The Position

At La Colombe we believe that being a good coffee partner means more than just offering a great cup of coffee! The Wholesale Team continually supports the city’s most dedicated chefs, restaurateurs, cafes, offices and hotels to ensure they can offer consistent, high quality coffee programs. The Account Manager plays a crucial role in this mission, offering day-to-day support in a variety of ways to their clients. They proactively own a portfolio of new and legacy clients, developing positive relationships, to help the market achieve an outstanding customer experience. Account Managers share their passion for coffee and hospitality when they train and educate client’s staff on a routine basis in line with specialty coffee techniques. They visit clients, providing preventative maintenance and quality control on a regular cadence. The Account Manager will display perseverance under pressure, eagerness to undertake difficult tasks, and operate with a sense of urgency. At La Colombe, we believe no task is too small, and the Account Manager should embody this in all client interactions. Eligible candidates must be located in the New York City area.

Requirements

Passionate about coffee and hospitality
Professional communication skills, both verbal and written
Enjoys interacting with clients and building relationships
Eagerness to grow as a coffee professional. Ability to give and take critical feedback to grow
Occasionally work non-traditional hours and weekends
Ability to lift, move, and/or carry coffee equipment up to 30 – 40lbs
Ability to stand, bend, reach, and twist
Ability to travel locally (50 miles) and regionally (50+ miles), (70%, 30%, respectively)
Client facing role approximately 90% of the time.
Ability to travel for 2 consecutive nights once or twice per month
Valid driver’s license

Nice To Haves

2 years' experience in the hospitality, foodservice, or specialty coffee industry
Proven track record of success in your professional career
Strong interpersonal skills; ability to interact with all levels of internal and external contacts
Must be a self-starter, a quick learner, and will have the ability to efficiently manage various high-priority responsibilities while keeping management informed
Fine dining, specialty coffee, or 4-star hotel experience
Experience using sales tools (Salesforce, Hubspot, etc.)
Experience with Microsoft (Excel, Word, PowerPoint)
Problem-solving, technical acumen, and desire to learn

Responsibilities

Respond to client inquiries and internal requests by identifying client concerns, researching issues and troubleshooting, working with appropriate departments to develop a resolution, and communicating an action plan to client and appropriate personnel promptly
Anticipate and proactively take charge of difficult situations to deliver industry leading customer service at every stage in the customer experience by providing thorough, reliable, and timely solutions in line with La Colombe’s resources
Implement strategy to grow business of the assigned client list by introducing new products, improvements in quality, and marketing efforts
Support key clients and potential new client events in your local market. All event requests should be discussed with the Market Sales Manager and Regional Sales Director to determine our level of participation
Establish relationships with chefs, managers, and hospitality staff to develop your network
Use data resources to monitor and track potential churned accounts
Communicate in a kind and professional manner during every interaction with clients
Actively work to become the first point of contact for clients
Make sure all Grand Accounts have the proper La Colombe Coffee branding in their coffee stations
Assist with onboarding of new clients by providing comprehensive in person 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 troubleshooting
Participate in coffee cuppings with your local team on a regular cadence to ensure quality standards are consistently maintained
Regular visits to our wholesale partners in accordance with the Account Touch Metric to assess coffee quality, equipment needs and make recommendations for improvement where necessary
Log all routine and emergency client communication and visits into the CRM system, providing information on updated contacts, follow ups required from visit, product quality and customer interactions
Email a recap of visits to leadership at Grand Accounts. The email should highlight the current state of the coffee program and recommend any action to improve the coffee program
Maintain inventory of emergency coffee and key equipment parts for routine maintenance at local market lab or office
Utilize training QR codes to make sure properties in your book of business have access to them on their machines
Assist technicians and sales team with installations and minor technical service requests
Build relationships with each of your accounts so you can be the point person for any approved equipment upgrades or equipment swaps with existing customers. Equipment swaps should always be completed with La Colombe or Third-party technician
Conduct routine visits of clients to calibrate coffee, set recipes and perform preventative maintenance on coffee equipment
Troubleshooting larger equipment issues, liaising between La Colombe’s technical service team and client to ensure timely and effective servicing of coffee equipment
Small parts ordering, delivery and installation

Benefits

Chobani provides a comprehensive benefits package, including medical, dental, vision coverage, disability insurance, health savings account, flexible spending accounts, and tuition reimbursement.
To help save for the future, all employees are eligible for a 401k match of 100% on up to 5% of eligible pay.
To support growing families, we provide fertility and childcare assistance, and 12 weeks of parental leave at full pay after six months of continuous employment.
In addition, we provide wellness resources which include an employee assistance program, fitness discounts, a wellness reimbursement, on-site gym access (certain locations) and a monthly wellness newsletter to connect you with resources and timely information.
We offer various types of paid time of including: 120 hours of paid time off, 11 holidays, and paid volunteer time off.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume