Description

The Manager, Brewery Customer Experience will be responsible for shaping, monitoring, and supporting the experience of our Brewery customers once they’ve been fully implemented on our platforms.

The right candidate will be expected to work with management to help design and implement a top notch customer experience program to ensure our Brewery customers are supported and receive maximum value from our platforms. Customer experience improvements may include training and education for our customers, revamped customer engagement cadences, more effective customer health metrics, and product improvements. This position will interface with Brewery customers directly as needed.

Additional responsibilities include the routing of Brewery customer issues to the appropriate parties, ensuring issues are worked & resolved in a timely manner, and managing Brewery customer experience reporting for Next Glass leadership. This person will also be relied upon to identify and escalate key customer issues, product needs/recommendations, and common themes from Next Glass Brewery customers.

An understanding of our customers’ common or shared priorities is essential to be successful in this role, therefore experience in the brewing industry is very important for this position. The right candidate for this role will be a self-starter, a team player, and comfortable working in a dynamic, fast paced environment. This role will be an excellent opportunity for a creative problem solver that is passionate about the brewing industry and our Next Glass customers!

POSITION REQUIREMENTS

• Brewing industry experience is highly desirable.

• 2-3 years experience in operations, customer service, success, or other related customer-facing positions

• 2-3 years experience in a project management function

• Strong communication skills with a proven ability to convey complex information in a simple, direct manner

• Proven ability to juggle multiple projects and responsibilities at a time, while maintaining sharp attention to detail

• Team player with a willingness to operate in a fast-paced environment

• Eager to learn and understand the functionality of our products

• Desire to learn and leverage new technologies to support an excellent customer experience. Experience with Zendesk, ChurnZero, and/or Salesforce is a plus!

• Experience with Quickbooks Online

• Comfort speaking by phone and teleconferencing with customers (Zoom, Teams etc.)

• Comfort with various technical systems required for remote work including both Google Suite and Microsoft Office

Qualifications