Customer Onboarding Specialist

Job Description:

ABOUT THE ROLE
The Customer Onboarding Specialist at InnoVint is the owner and facilitator of our small to mid-size new winery customer onboarding program! Every customer in our classroom onboarding cohort will go through this program, and it is your responsibility to make sure they (a) implement InnoVint in a timely manner, (b) are effectively utilizing the software to meet their goals and (c) have a positive experience. With your commitment, patience, and excellent teaching skills, you give customers the tools to be successful, increasing customer satisfaction and long term success with our platform.

WHAT YOU'LL BE DOING
- Leading the Classroom Onboarding program for all new small to mid-size winery customers without a dedicated Customer Success Manager (CSM). This include scheduling and facilitating approximately two (2) onboarding class sequences per month that cover our product line: MAKE, GROW, FINANCE, and SUPPLY; Documenting onboarding progress of each customer; Hosting office hours and availability for separate calls as needed; Educating customers in support channels and via product education resources
-Leading 1:1 Onboarding as needed for new uncovered customers without an ongoing Customer Success plan
-Giving customers a great initial experience with InnoVint by conveying excitement, confidence, and value
-Reporting on Classroom Onboarding metrics
-Continually iterating on methods to improve and scale onboarding success and customer time-to-value
-Coordinating handoff to Customer Support and/or Customer Success Manager at completion of onboarding
-Developing and iterating on 1:many onboarding communications resources (e.g. onboarding drip campaign, templates for re-engagement, etc)
-Conducting regular outreach to at-risk customers in their first year who have not successfully onboarded or who need engagement. Align with other stakeholders such as Sales Account Executive or leadership as necessary
-Staffing support ticket pipeline on scheduled shifts totaling 15-20 hours per week (on the higher end of the scale during harvest)

WHAT WE'RE LOOKING FOR
To be successful in this role, we’re looking for someone with:
1. Deep Winemaking & Winery Operations Experience, ideally as a Power InnoVint User – You have a strong experience-driven foundation for winemaking workflows, ideally with wine cost tracking too
2. A Passion To Teach and Educate – you get excited to enlighten others with your knowledge
3. A Confidence and Comfort with Virtual Classroom Style Training – you’re engaging, even in a remote setting

WHAT YOU'LL BRING
-2-5+ years of wine industry experience, ideally in operations / production roles at small to mid-size wineries.
-A deep understanding of – and hands-on experience with – using InnoVint in a winery setting. You should be proficient in most of InnoVint’s features & functionalities, and ideally troubleshooting as well.
-Excellent communication and presentation skills — you’re equally comfortable talking to winemaking, finance and leadership teams.
-Strong active listening skills, empathy, curiosity, and a bias for action.
-Passion for solving problems and helping customers succeed.
-Bonus: experience in a customer-facing technical role (Solutions Engineer, Technical Account Manager, Implementation Specialist, or similar), ideally within a B2B SaaS environment.
-Bonus: experience with ERPs, Quickbooks, Commerce7 or other apps or platforms relevant to the wine industry.

COMPENSATION & BENEFITS:
InnoVint’s compensation program delivers above-market compensation based on role, experience, industry, and geography. Total compensation includes base salary, 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

WANT TO LEARN MORE?
Follow the link to apply to learn more about the Customer Onboarding Specialist Role at InnoVint, and submit your application!

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