Job Details
Job Title : Trainer & Customer Success
Department : Training
Reports to :
- Head of Trainer (for training-related matters: inquiries, scheduling, content)
- Sales Operations Manager (for account management, upselling, and customer success matters)
Job Location : Field
Job Type : Full-time
Job Summary
The Trainer & Customer Success role is central to empowering our partners and customers through comprehensive training while fostering strong, lasting relationships to ensure customer satisfaction and growth. This position involves delivering both wholesale and public training programs, proactively managing existing customer accounts, identifying and pursuing upselling opportunities, and providing regular performance reports. The ideal candidate is passionate about coffee, skilled in training and customer relations, and possesses strong commercial acumen.
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.
Requirements
- Successfully completed a recognized professional coffee trainer course.
- Successfully completed customer success training or equivalent demonstrable experience.
- Proven experience in a training delivery or customer-facing role.
- Experience conducting barista skills or coffee quality assessments is highly desirable.
- Exceptional communication, presentation, and interpersonal skills.
- Strong selling techniques and negotiation abilities.
- Excellent problem-solving skills with a customer-oriented mindset.
- Ability to build rapport and manage relationships effectively.
- Highly organized with strong time management skills.
- Ability to work independently and collaboratively within a team structure.
- Proficiency in standard office software; CRM software experience is a plus.
- Passion for coffee and the coffee industry.
- Ability to work effectively in a dynamic environment.
