From maker to market, Encompass is revolutionizing how technology supports the modern beverage industry–from winemaking with our vintrace solution to beverage production and distribution with our Encompass solutions, we are unlocking new levels of growth and efficiency for our customers across the entire three-tier beverage supply chain. Join our team of technology & beverage professionals as we drive innovation and modernization in one of the world’s oldest, and most passionate industries.
Summary
As a Customer Success Manager, you will work as part of a customer success team responsible for fostering strong customer relationships, driving product adoption, and facilitating ongoing engagement with your customers. Your goal is to maximize customer's value, ensure satisfaction, and contribute to their long-term success with Encompass products and services.
Key Responsibilities
- Cultivate and maintain strong relationships with key stakeholders to align Encompass solutions with their business goals
- Demonstrate proficiency with Encompass products and services, staying updated on new features to advise customers on optimal solutions
- Drive customer adoption through tailored resources, education, and training plans, maximizing their use of Encompass products and services
- Develop comprehensive customer profiles and value roadmaps to identify opportunities, collaborating with cross-functional teams to expand Encompass platform usage in alignment with customer business outcomes, building trust, and positioning Encompass as a long-term partner
- Monitor customer health proactively, addressing concerns to ensure retention and mitigate churn risks
- Advocate for customers internally, collaborating with cross-functional teams to enhance products and services based on customer feedback
- Cultivate reference-able customers by collaborating on success stories that demonstrate value, supporting sales and marketing efforts to attract new business and inspire other customers
- Represent the company and its solutions at industry events and conferences
- Manage the customer off-boarding process effectively, identifying lessons learned for continuous improvement
What You’ll Bring
- Experience in customer success, account management, or a related role, ideally within the SaaS or Bev Alc industry
- Proven ability to build and maintain relationships with key stakeholders, demonstrating a deep understanding of their business needs and aligning solutions accordingly
- A consultative approach to problem-solving, and the ability to manage customer expectations
- Excellent written and verbal communication skills, with the ability to simplify complex technical topics into a friendly and approachable manner
- Strong analytical skills to monitor customer health, identify risks, and develop strategic plans that align with business outcomes
- Highly organized and detail-oriented, with the ability to manage multiple customers, prioritize tasks, and address issues simultaneously
- Collaborative mindset with experience working with sales, services, support, and other cross-functional teams to deliver comprehensive solutions
- Willingness to travel up to 25% of the time
- Ability to work flexible hours to accommodate collaboration with our Australian teams
Bonus:
- Experience with vintrace products and services
- Experience in Wine Production
Education and Experience
- Bachelor’s degree in Business, Communications, Information Technology, or a related field
- 2+ years of experience in Customer Success, Account Management, or a similar role, preferably in the software or wine industry
Additional Details
This role will receive a competitive salary + bonus + benefits. The salary for US-based employees located in the below markets may expect offers in the ranges for this role.
US annual base: $62,000 - $80,000 annually
A variety of factors are considered when determining someone’s compensation, including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed above based on these considerations.
Location: We are a hybrid organization and are open to remote work. Our corporate office is located in Fort Collins, CO.
If you don’t meet all of the requirements listed here, we still encourage you to apply. No job description is perfect, and we might find an even more suitable opportunity that matches your skills and experience.
Our values shape the way we work together and serve our customers. They provide insight into our goals of disrupting the industry, figuring out better solutions, and doing so as part of a fast-paced, cohesive, fun-loving, and supportive team.
- Do the Right Thing
- Win Together
- Iterate & Learn
- Own It
- Be You
BeYou@Encompass
At Encompass, we aim for all of our employees to feel engaged, valued, and free to be who they are at work. We celebrate multiple approaches and points of view. We are committed to growing and empowering a diverse and inclusive community and believe that a team that works together with diverse lived experiences will strengthen our organization.
We are proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.
What We Do
Encompass digitally connects the beverage supply chain from end-to-end, providing Enterprise Resource Planning (ERP), CRM, eCommerce, and data and insights solutions uniquely designed for beverage producers/suppliers, distributors, and retailers. We know technology is the key to driving business growth in a fast-changing market. Together, with our open ecosystem of partners, our cloud-native, secure, and compliant solutions are optimized for continuous innovation.
