There was a company whose mission was to help employers craft better workplaces. Whether providing a keg of kombucha, a whiskey tasting happy hour, or a futuristic flavored sparkling water machine, Crafty works with office managers to elevate happiness and healthiness in their workplace.
When we first launched on December 1, 2015, our business was a craft beer marketplace that delivered delicious, small-batch local craft beers to offices throughout the city. Crafty soon evolved into a full-service kitchen, bar, and events partner for offices in Chicago. Some of our biggest name customers are Google, Uber, Yelp, Salesforce, Trunk Club, WeWork, and Coyote Logistics!
From hot coffee to cold brew coffee, from kegs of craft beer to bottles of Bud Light, from LaCroix to Coke Zero, from Fritos to Skinny Pop, from coffee cups to plastic silverware, and from kitchen operators to bartenders, we offer a truly comprehensive product portfolio in our Crafty Kitchen Program.
Our Kitchen Program isn’t just about the products we offer. The greatest asset we have are the Crafty employees who keep the heartbeat of our clients’ offices pumping with coffee, snacks, and alcohol. Our Kitchen Program employees quickly become the heroes to their clients :)
Here’s where you come in. The Account Manager’s role has three main functions: (1) managing multiple accounts and clients (2) building out the client kitchen playbook, and (3) managing the Crafty Operators:
(1) Managing multiple accounts: our Account Manager will manage the relationship with Crafty and the client at a strategic and operating level. There will be several accounts and multiple stakeholders, and it’s the Account Manager’s role to maintain and grow sales from these accounts.
(2) Building out the Playbook: Before bringing on our Crafty Operators to manage the day-to-day in the office kitchen, our Account Manager spends 1-2(+) weeks in the client’s kitchen to build out the best-practice operations for making their kitchen as automated and efficient as possible. There are four main parts for us in creating the ‘efficient kitchen’:
- Inventory / Storage: We have our own best-practice that you can pull from to build out the ideal inventory set-up in the office storage space. It is your role to identify where each product goes within the storage space, within the fridges (displays, etc.), how product moves from storage space to shelf and from storage space to fridge.
- Machinery: Identifying the ideal set-up for machinery within the office. Establishing the cleaning protocol for all machinery and how different members of the team will operate and clean them (between the CKO, the office admin staff, the office cleaning staff, etc.). Determining what product will go into what machine.
- Client Operations: Determining the protocol of how Crafty integrates into the Client’s admin team. You identify the number of check-ins that we’ll do with the client (Do we send them an inventory report at the end of everyday? Do we check-in at the front desk every morning? Do we check-out at the front desk every evening? Do we do a sit down meeting with them every day or every week?).
- CKO Day-to-Day: Building out the handbook for the CKO to reference for what their process is from morning to night – when do they check-in, where do they check-in, etc. What’s the list of things that they do when they’re in the location on Mondays, Tuesdays, Wednesdays, etc., and how do they do those tasks (play-by-play).
- Onboarding: After the 1-2+ weeks of building out the systems within the office, you’ll have the CKO begin their onboarding process. Onboarding will start off as a general training on Crafty and its Kitchen Management practices. It quickly moves to hands-on training. We give them the handbook prior to everything, take them through a mini-course on the customer and then bring them onsite. Onsite training starts with shadowing and shifts to you shadowing as they own the process. Throughout this time you will refine the playbook to make sure it is adapting to the changing needs of the office!
- Day-to-Day management: You’ll be tracking their check-ins, their check-outs, and doing site visits. You’re there to answer any questions they have after onboarding, and to communicate anything needed to the purchasing department or other business units!
- Reconciling the daily orders: You’ll ensure that your clients are getting the products they need when they need them.
Account Managers are the face of our company. They are the human element and the happy face that leads client communication on a daily basis. It is a high energy role for people who derive positive energy from building efficiencies within office spaces!
Who We are Looking for:
The Account Manager will be focused on managing multiple relationships across our Kitchen Program. This person must have experience as an account manager and extensive knowledge of everything that comes with the job: managing & fostering client relationships, retaining accounts when contracts expire, and growing accounts.
We are very passionate about what we do, and we’re in search of someone that shares that passion for helping clients foster connectivity within their office space! We are looking for a self-starter that has strong communication and organizational skills and decision making capabilities. Attention to detail is THE MOST essential!
Experience:
Account Management: overseeing multiple accounts on a daily basis, managing relationships with stakeholders with varying needs, and truly being their trusted partner for all things related to their offices and Crafty
Account Retention & Growth: retaining accounts as contracts expire. Growing revenue with current accounts.
Client Service: solving client and Crafty Operator challenges on the spot with the end goal of solving for their happiness!
Multi-tasking: dealing with unpredictable requests from customers and the team
Prioritization: executing and delegating short-term tasks that require quick turnaround while also progressing on long-term projects
Training: training people on how to serve clients / customers and how to operate back-room organization/management.
Qualifications:
Experience managing multiple accounts with a lot of moving parts
Track record of account retention & growth
High organizational capabilities -- detail-orientation is key!
Strong oral communication
Strong attention to detail
Enthusiastic about entrepreneurship
Positive energy!
Our Crafty Account Manager will be leading the customer experience within Crafty’s largest growing business unit, and we are looking for someone excited to grow in this role.
Our people mean everything to us, and building the structure to support our family as it continues to grow will have a tremendous impact in enabling our growth today and shaping company that we become. Our employees are joining our family, and we are proud to offer a compensation package that includes an option to join our Crafty healthcare plan to cover both healthcare and dental.
