Account Manager

At WineDirect we offer a full range of Direct-to-Consumer services to wineries', including ecommerce, point-of-sale and order fulfillment. We have one clear goal, and that determines our focus each and every day – to be The Winery's Champion. We do that through a strong culture of innovation and an unwavering focus on delivering the best to our customers. Our employees are friendly, passionate, hard-working, and most of all FUN!

We are seeking an energetic and highly motivated individual to fill a key position on our Client Success team. As an Account Manager at our American Canyon, CA location.

As Account Manager we will ask that you maintain exemplary work ethic and client relationships. You will act as an intermediary between Department Leadership and your assigned Enterprise Client list. Key responsibilities will be identifying areas of account growth within the WD ecosystem; communicating account updates, seasonal promotions, process changes and ensuring key success metrics for clients are met and exceeded. Also important will be collecting customer feedback, and then communicating to cross-functional departments and leadership to drive product and service changes. You daily focus is to be in lockstep with our clients. Keep a firm grasp on service, ecommerce, and operational updates and share with clients how these will affect them.

What you'll be doing:

• Manage all aspects of the customer relationship including setting proper expectations, communication, shipment schedule, packaging and insert demands, and building strong relationships within the account.

• Serve as single point of contact for customers with solid understanding of their needs.

• Act as a point of escalation for members of the winery team, analyzing requests, providing information, and taking action to address concerns.

• Ensure ongoing service level agreements are met.

• Participate in sales and growth opportunities within your key account.

• Answer support questions relating to our portal software; report bugs or features to the IT dept as identified.

• Provide ongoing customer training, including in-person and remote presentations and demos of our product suite as needed.

• Actively participate in internal and client meetings.

• Proactively identify gaps within your account and continually look for ways to improve the process.

• Ability to cross and vertically network within an organization to establish relationships with key decision makers.

• Work with cross functional departments to ensure best practices, continued utilization and ongoing customer adoption of product services and offerings.

• Communicate with internal departments on status updates when needed (e.g. phones down, or ecomm issues).

• Assist in developing and measuring success metrics and ROI on client requests.

• Share feedback and learnings with WD team members and leadership.

• Set a shining example of communication, timeliness, professionalism and customer service.

• Become aware of revenue metrics, billing and ARPP and track for trending behavior and prepare an active response. You should work this through with management.

• Other duties as assigned.

Who you are:

Candidates must possess highly developed sense of empathy, with a focus on ensuring the best experience for our partners, clients, and the end-consumer.

• 5+ years of experience in a account management role or similar.

• Bachelor's degree in technical, financial or communications discipline or exceptional work experience in place or combined with degree.

• Proven B2B or B2C successful relationship skills.

• Excellent written and verbal communication skills.

• Passion to serve customers with an ability to deliver exceptional customer experiences

• Training and/or public speaking experience – software technology training experience is strongly preferred.

• Highly motivated, passionate and a team player.

• Proven problem solver, results oriented, self-directed, disciplined and have excellent follow through skills.

• Able to multi-task and prioritize in a changing environment.

• Clear and concise software presentations.

• Continuously practice exceptional customer service and excel at building long term customer loyalty.

• Microsoft Office Suite intermediate level Excel, Word, Outlook, reporting tools, web based applications, ticket system experience, etc.

• Business to business sales experience a plus.

Why WineDirect:

• You will have the ability to transform the wine industry by facilitating wineries ability to sell their products globally.

• You'll get to work with and support a stellar group of people who work together to care for our clients and their customers.

• You'll be empowered to make decisions, both to get the job done and to further your career.

• We have a competitive compensation package including medical, dental and vision coverage as well as Life, Long Term Disability, AD&D, and a 401(k) plan.

WineDirect is an Equal Opportunity Employer.