GreatVines Customer Success Manager (Job)

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November 12, 2012 · by John Collins · General

The Success Manager role is a client-facing resource for GreatVines Customers, delivering support account management. The role encompasses ongoing support/guidance, business strategy and transformation advice, and account oversight. As a customer advocate, the Success Manager is the client’s Primary Point of Contact responsible for orchestrating all support activity within GreatVines to deliver a superior client experience. This role focuses on ongoing relationship-building and proactive account management activities, promoting overall customer satisfaction, product adoption and renewals.

High Level Duties:

  • Provide support to customer admin resources to resolve questions and issues related to the GreatVines platform.
  • Act as trusted adviser and own the overall customer satisfaction of named customer accounts. Take proactive action in a number of areas to detect or avoid system issues.
  • Provide training and mentoring to clients.
  • Technical Configuration: Configure GreatVines product to meet customer needs, document and communicate any functional gaps.
  • Documentation: Contribute regularly to knowledge base of implementation, support and best practice materials.
  • Teamwork:  Collaborate with team members. Share knowledge, provide visibility into personal accomplishments and follow direction when provided.
  • Participate in after hours support call rotation.
  • Perform thorough analysis of customer data and lead remediation of issues.

Requirements

2+ years recent Salesforce.com admin experience mandatory, certification desirable.

You are: a quick and motivated study in all things technology.

We’re an agile company using leading edge cloud tools for process management alongside enterprise software integration with our global clients – for you mastering new technology isn’t a burden, it’s just another day at the office.

You possess: strong communication, organization, business analysis, and project management skills.

Your ability to effectively communicate with clients/peers and avoid misunderstandings as regard requirements, deadlines, testing and delivery is uncanny!  This includes communicating changes in timeline, training non tech users on new software, and translating complex business concepts to our dev team.

Your other skills might include:

  • experience with Beverage Alcohol depletion data and reporting. An Ideal candidate will have knowledge of BDN, VIP or competitive data and at least one reporting solution using same.
  • experience with collecting/managing/reporting-on large data stores of some other nature – we deal with a lot of data, and our ability to be well versed and facile with this information is a strong part of what makes us an asset to clients.
  • Advanced skills in Microsoft Excel, Access, PowerPoint, SQL, BI tools

About GreatVines:

We are an established startup tech company providing beverage selling solutions for wine, spirits and craft beer.  As a salesforce.com technology partner our cloud-based solution set utilizes the force.com platform, GoodData.com for business analytics and Amazon Web Services for infrastructure and data management.

Our customers include a range of marquee alcoholic beverage brands from niche producers to global behemoths.  We enthusiastically deliver custom configured solutions to meet their sales automation needs.

Submission Instructions

Please respond via email only to with some information about yourself, your background and why you feel you are a good fit for the position.

Include your resume and any desired cover letter or references saved as a single document with the following filename structure:

2012.mm.dd-LastName-CustomerSuccess.pdf

Role works from home, must have suitable work environment and internet connection. Must live in CA, OR, WA, no exceptions.

Do not call, no recruitment professionals please.

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