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 Do
As the Customer Onboarding Specialist, your responsibilities will include but not be limited to:
- Leading the Classroom Onboarding program for all new small to mid-size winery customers without a dedicated Customer Success Manager (CSM), which includes:
- Scheduling and facilitating approximately two (2) onboarding class sequences per month that cover our main products: MAKE, GROW, FINANCE, and SUPPLY
- Documenting onboarding progress of each customer
- Hosted 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 first impression as a new InnoVint customer by conveying excitement, confidence, and value
- Reporting on Classroom Onboarding metrics to the broader team
- 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 those 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:
- 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
- A Passion To Teach and Educate - you get excited to enlighten others with your knowledge
- 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 and Benefits
InnoVint’s compensation program delivers total compensation based on role, level, and geography. Total compensation includes base salary, and stock options (ISOs), as well as a benefits package including:
- Medical, dental, vision
- 401(k) plan
- Open PTO
- Communications allowance
- Wellness program allowance
The expected salary range for this position is $65,000 — $85,000 USD
Does this role at InnoVint Excite You?
At InnoVint, we value diversity and believe teams with diverse backgrounds make better products and contribute to more successful companies. We do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable law. Our diversity efforts are rooted in our operating principles, which include “Put People Above All Else” and “Lead with Transparency”.
We’re excited for you to apply!
