To continue driving this movement, we are seeking a highly motivated Customer Success Manager to oversee new implementations, foster operational change management, and ensure ongoing success for our largest, most complex winery customers.
What You’ll Be Doing
This role is perfect for someone that has superior project management, problem solving, relationship management, and communication skills coupled with robust experience in wine production and winery operations at large-scale wine organizations.
You will be responsible for overseeing customer success implementing InnoVint’s product suite of GROW, MAKE, FINANCE, and SUPPLY, navigating customer success from sales handoff to data migration, user trainings, and operational consulting across their sites while managing a variety of internal, external, and partner engagements. You’ll be responsible for relationships at all levels of a winery organization from cellar staff to executive leadership across finance, operations, compliance, and general management.
- Your optimal onboarding process consists of:
- A sales-to-CS handoff that is thorough and informational
- A kickoff call that conveys excitement about the new partnership, reassurance that the customer made a good choice and is in good hands, and with clear success criteria
- Product trainings that orient customers to InnoVint, instruct them on how to perform key workflows, and educate them about additional learning resources
- Regular implementation check-in and progress-update calls with customers, partners, and internal InnoVint stakeholders
- Facilitate communications across key contacts to support other software integrations with InnoVint
- A go-live that lets customers know they are considered fully implemented and sets expectations with customers about ongoing success and support
- Your value-adding touch points with customers throughout their journey after onboarding include:
- Frequent check-ins that demonstrate to the customer the value that they’ve been able to achieve through the platform and align on ways to drive more value in partnership with InnoVint’s Customer Growth Director
- Ongoing product education and best practice consultation that drives adoption and contract expansion
- Strategic reengagement calls and other tactics in the case of any challenges to adoption or customer satisfaction
- Participate in in-market events with customers that drive greater product adoption and encourage referrals
- Host onsite visits, meetings, and meals that deepen our relationships with customers
- In addition, you will:
- Develop loyal brand advocates – through strong relationships that are referenceable and help InnoVint grow its footprint by referring InnoVint to other wineries, sharing their experience with InnoVint in writing that can be publicly promoted, or agreeing to serve as a reference for other wineries considering InnoVint.
- Support the late stage sales process – by joining account executives on calls with prospects in later stages of the sales process to aid in closing the deal, to initiate pre-boarding, and to start building relationships.
- Recommend product enhancements – by communicating and prioritizing product-related requests from your book of business with InnoVint’s product managers, designers, and product team.
- Report to Leadership – You are responsible for communicating major milestones and updates regarding our largest customers to senior leadership on a regular basis
What You’ll Bring & Who You Are
- Large-scale winery operations experience: 3+ years in a mid-level role or higher having spanned winemaking, vineyard tracking/harvest management, cellar operations, and enology. Winery finance experience, especially COGS tracking, is an extra plus.
- Strong understanding of winery operations: Deep knowledge of winery inventory management, from grape to bulk and finished goods, winery operations from vineyard tracking through harvest, fermentation, aging and bottling, to compliance reporting and the details of the 5120.17 TTB report. Excise tax experience, and experience with inventory depletions and sales operations is an extra plus.
- Experience with modern winery management software: Ideally you have been a power InnoVint user, but if not, a power user of any modern production management solution and worked cross-functionally to fully adopt it and drive value for the business
- Highly effective project manager of complex implementations: You are responsible for designing, communicating, and managing project plans for complex customer migrations and implementations that may span multiple months. You will have many implementations going at once, and need to be able to juggle a variety of wineries, project stakeholders, deadlines, and priorities.
- Knowledge of APIs, data structures, and integrations: You don’t need to be able to code, but you do need to have an understanding of how software platforms function and be comfortable discussing InnoVint’s APIs with customers, integrators, and partners
- Outstanding communicator with a dynamic personality: You need to have proactive, timely, direct communication skills virtually, in person, and in writing, being able to break down complex concepts into digestible content for technical and non-technical users to follow. You’re an engaging personality that doesn’t struggle keeping the attention of a full room of people, either in person or virtually, and are a beloved resource by those that work with you.
- Scrappy, hands-on executer: You’re a doer who isn’t afraid to roll up your sleeves and dive into execution, but also possesses a self-awareness to delegate work when appropriate. You move quickly and efficiently, and drive others involved with your projects to do the same.
- Experience with modern SaaS tools – You are required to maintain thorough documentation of customer interactions in HubSpot as well as accurate and up to date information about their accounts (e.g. ARR, package level, customer health, next renewal date, churn post-mortems, etc.) in HubSpot and ChurnZero, our customer success platform.
- Located in the Northern California with a willingness to travel, or in/around a winegrowing region with easy access to the major producers on the West Coast.
Compensation And Benefits:
InnoVint’s compensation program delivers above-market compensation based on role, experience, industry, and geography. Total compensation includes base salary ($80k-$110k), stock options (ISOs), as well as a benefits package including:
- Medical, Dental, Vision health insurance
- 401(k) plan
- Paid parental leave
- Open vacation and sick time policy
- Communications allowance
- Wellness program allowance