Account Manager

Account Manager (US Remote or Bellingham, WA)

Job Overview:

Position: Account Manager

Are you passionate about building meaningful relationships and driving results? Do you excel at managing and growing an established customer base? Are you committed to delivering exceptional service and uncovering new opportunities within existing relationships? If so, we have an exciting opportunity for you as an Account Manager at Onyx Coffee.

With decades of experience in coffee farming and fostering strong connections with coffee Producers, Onyx Coffee delivers some of the finest Guatemalan green (raw) coffees to roasters worldwide. Our dedication to relationships, quality, and impact is reflected in our teams based in Guatemala City and Bellingham, WA.

As an Account Manager, your mission will be to oversee and expand an existing portfolio of customers while ensuring world-class service and sustainable growth. You will be responsible for building long-term relationships, proactively renewing contracts, and identifying opportunities for upselling and cross-selling to meet the needs of your customers.

Key Responsibilities:

• Customer Relationships: Build trust and deepen connections with existing customers, understanding their unique needs and goals.
• Contract Renewals: Take ownership of the renewal process, ensuring a seamless experience for customers while driving retention and satisfaction.
• Account Growth: Strategically identify growth opportunities within the current book of business to expand sales and deliver value to both the customer and Onyx Coffee.
• Collaboration: Partner with cross-functional teams, including procurement and logistics, to ensure customers’ coffee needs are met and expectations exceeded.
• Data-Driven Insights: Use CRM tools like HubSpot to track account activity, analyze customer trends, and make informed business decisions.

What You Bring:

• Exceptional communication and relationship-building skills.
• Proven experience in account management, sales, or customer success roles.
• A proactive and resourceful mindset, with the ability to balance customer needs and company goals.
• Strong organizational skills to manage multiple accounts and priorities effectively.
• A passion for coffee and an appreciation for the stories behind every cup.

Join us in representing the Coffee Producer and making a meaningful impact. Together, we’ll elevate relationships, quality, and results.

About Onyx Coffee:

Founded in 1957, the Martinez family farm, Finca Vista Hermosa, has grounded Onyx Coffee in the deepest appreciation for the challenges, dedication, and resilience that go into producing quality coffee. Today we source and buy green coffee in Guatemala for export worldwide, but primarily import and sell green coffee to coffee roasters in North America.

Onyx is here to Elevate People in Coffee:

• PRODUCERS: We work to provide small producers Access, Voice, and Dignity.
• CUSTOMERS: Create passionate and inspired customers through quality coffee, access to origin, and best-in-class service so they can win with their customers.
• TEAM: Creating a culture of excellence, development, and learning. Pushing to our personal and professional potential.



Onyx Core Values:

• Drive
• Nimbleness
• Accountability

You will report to: Head of Sales

Responsibilities include:

Manage and Grow Book of Business:

• Take full ownership of a portfolio of client accounts, building long-term relationships and driving account growth. Develop and execute strategies to renew contracts and increase sales through upselling and cross-selling opportunities. Meet and exceed quarterly and annual retention and revenue growth targets.

Account Retention and Client Success:

• Proactively monitor client satisfaction and address potential challenges to ensure long-term loyalty. Serve as the main point of contact for clients, handling inquiries, resolving issues, and delivering exceptional service that strengthens client trust.

Strategic Growth Opportunities:

• Identify and evaluate growth opportunities within the existing book of business. Partner with internal teams to propose solutions that meet client needs and align with company objectives.

Sales Negotiation and Renewals:

• Lead the negotiation of contract renewals, pricing, and terms of sale. Leverage your relationship management and negotiation skills to achieve mutually beneficial outcomes that align with client and company goals.

Collaboration with Cross-Functional Teams:

• Work closely with sourcing, production, and logistics teams to ensure timely delivery of client orders and exceptional service. Share insights and feedback from clients with marketing and sales leadership to help shape targeted strategies.

Sales Administration and Data Management:

• Maintain accurate and up-to-date client records, contracts, and communications in HubSpot CRM. Use reporting tools to track account performance, identify trends, and provide actionable insights to leadership.

Financial Insight and Reporting:

• Understand pricing structures, cost of goods, and financial metrics to provide clear and transparent information to clients. Communicate how product offerings align with client budgets and objectives.

Exemplify Core Values:

• Represent and uphold Onyx Coffee’s core values in all client and team interactions, contributing to a positive and mission-driven company culture.

Host and Travel (Seasonally):

• Occasionally guide clients on farm tours to deepen their understanding of coffee production and foster a connection to the Producers we partner with. This may involve travel to remote and challenging locations.

Qualifications:

• Proven experience as an Account Manager or similar role, preferably in the specialty coffee industry.
• Strong knowledge and understanding of specialty green coffee, particularly from Guatemala.
• Excellent written and verbal communication skills, with the ability to craft persuasive and informative written communication.
• Strong negotiation skills and the ability to navigate complex sales conversations with multiple stakeholders.
• Basic understanding of financial concepts, including P&L and cost of goods. Proficient mathematical skills in calculating finance and carry charges.
• Experience working with CRM software, preferably HubSpot, and proficiency in using Google Business Products (Docs, Sheets, etc.) and Slack.
• Spanish language skills are appreciated, not required.
• Green Coffee / Q grader knowledge is appreciated, not required.

Availability and Benefits

We are seeking a full-time Account Manager to join our team. This position requires regular availability during standard business hours with occasional travel for customer meetings, team events, and seasonal visits to coffee-producing regions. Flexibility to meet business needs across time zones is essential.

Also provided:

• Matching 3% retirement plan upon hire
• Laptop and monitor assigned
• A travel budget

Workload expectations and requirements: 

• To hit and exceed targets that may require work outside traditional work hours and days. 
• Travel is estimated at 25-40%. 
• A passport and the ability to travel internationally is required.

Compensation

• Base Salary: $60,000-$90,000 annually
• Performance-Based Bonus: Up to 10% of the annual salary

Bonuses are determined by metrics including:

• Retention and growth of the managed customer book.
• Financial performance metrics such as revenue, gross margins, bag count, and contract fulfillment.
• Contribution to Onyx’s long-term business objectives and success.

Success Expectations:

Within 30 days:

• Acquire a comprehensive understanding of Onyx systems, supply chain, and product offerings.
• Build strong relationships with team members, fostering a collaborative work environment.
• Initiate customer outreach and develop a robust sales pipeline to drive future growth.

Within 60 days:

• Strong ability to tell the Onyx Story. 
• Traveling to visit roasters in person.
• Active connections with your full portfolio.
• Demonstrated proficiency in role approach and use of tools.

An ideal candidate will demonstrate:

• Effective management and growth of a customer book of 120–200 accounts, with an emphasis on retention and expansion.
• Strategic and collaborative decision-making with the supply chain and leadership teams, ensuring sustainable business practices.
• Achievement of outreach and activity targets.
• High customer satisfaction ratings, reflected in survey feedback.
• Commitment to Onyx Coffee values and a desire to contribute to organizational growth and improvement.
• A proactive approach to system enhancements, training, and mentoring junior team members.
• A hunger for professional development, taking on larger clients, and strategically reallocating smaller accounts.

Join our team at Onyx as an Account Manager, and let's work together to drive outstanding results while making a meaningful impact.

Requirements

All interested applicants must complete the Culture Index Survey to be considered for an interview. Please complete the survey here: https://go.cultureindex.com/p/CScULzMG07mQmmLzV9o

Questions? We’d love to hear from you!

Click "apply to job" - attach your resume and optional cover letter. Please complete the aforementioned survey. 

Onyx Coffee is an Equal Opportunity Employer in both policy and practice.

Onyx Coffee assesses candidates for employment based on their knowledge, skills, and abilities to perform the job for which they are applying and without regard to any non-job related category as protected by federal, state or local law.