Metric Coffee Jobs (NOW HIRING)

Role: Coffee Advisor

Department: Customer Experience

Reports To: Senior Customer Success Manager

Compensation Range: $65,000 - $75,000 per year

About Us

Headquartered in Berkeley, CA, Bellwether Coffee is working to positively transform the coffee industry by making coffee roasting more accessible and sustainable.

Our revolutionary electric, ventless commercial coffee roaster does not require gas lines or expensive ventilation. It's the most consistent and controllable roaster available, has the lowest carbon footprint of any commercial roaster ever made, and was designed by coffee people who want a better future. Our roasting platform allows Bellwether customers to easily and responsibly source green coffee from incredible coffee farms around the world, expertly roast using artisan-crafted roast profiles, and share fresh, delicious coffee!

About this role

The Coffee Advisor will report to the Senior Customer Success Manager and is a critical role bridging the initial sale and long-term product adoption and customer success. This person is responsible for the successful transition of new Bellwether customers onto our roasting platform and into the broader Bellwether ecosystem.

This role will assist in managing customer onboarding, ensuring the customer successfully begins their roasting operation.

Candidates require a strong understanding of green coffee, roasting, industry trends, as well as a passion for sustainability and relationship-building.

Job Location

The role requires on-site presence at Bellwether's Berkeley HQ.

Primarily Responsibilities

• Serve as the main point of contact for new Bellwether customers.
• Guide new customers through the physical installation requirements, initial machine setup, and comprehensive training on the operation of the Bellwether roaster and the associated software platform (e.g., roast profile creation, inventory management, green coffee ordering).
• Collaborate with new customers - whether they have an established coffee program or are building one from scratch - to understand their business objectives and brand vision, then partner with them to build a coffee menu program that represents their goals by curating the right green coffee offerings for a successful launch or transition.
• Provide long-term customer support to help customers achieve their desired business outcomes (e.g., quality, consistency, cost savings, customer experience, and growth).
• Monitor and report on key onboarding milestones, proactively addressing potential roadblocks or delays.
• Manage customer accounts by understanding each client's needs and preferences.
• Provide ongoing support, answer questions, resolve issues, and ensure client satisfaction.
• Support marketing and sales efforts, including customer outreach, promotions, and training on Bellwether's full service offerings.

Key Success Metrics

• Product adoption (roasting and Marketplace participation)
• On-time product delivery
• Onboarding Customer satisfaction (CSAT or NPS)

Qualifications

• 2+ years of experience in customer success, product implementation, or account management, preferably with experience in specialty coffee.
• Strong knowledge of green coffee, roasting, and industry trends.
• Strong consultative approach to nurturing and growing customers.
• Exceptional communication and interpersonal skills.
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
• Quick on your feet! Ability to adjust the plan and present solutions as needed.
• Experience managing customer onboarding or product implementation.
• Passion for sustainability and ethical sourcing in the coffee industry.
• Ability to work independently while collaborating with cross-functional teams.
• Humility and ability to thrive in a collaborative environment: We're a small but mighty team made up of many different disciplines and backgrounds.
• Familiarity with Slack, Hubspot, G-Suite products, and cloud-based equivalents.
• You are authorized to work in the U.S.