Customer Onboarding Specialist

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 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

• 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