Account Manager - Wine Tech!

About CellarEye:

CellarEye is the most advanced and easy to use wine cellar inventory management system on the market. In addition to our Computer Vision system, we just launched our global wine collector product, CellarEye Premium. CellarEye is an ambitious start-up that is dead set on massively reducing friction in the wine collector experience and revolutionizing an otherwise stagnant space.

Position Overview:

The Account Manager will be responsible for enhancing customer engagement, retention, and satisfaction for our consumer app. This role will oversee and optimize the customer journey from onboarding to renewal, leveraging HubSpot to manage customer communications, track behavior, and analyze performance. The Account Manager will define, monitor, and act on key metrics to continuously improve the customer experience.

The ideal candidate will have at least some experience within wine and be comfortable talking to collectors from around the globe. They will have experience in account management (or similar role) with a verifiable track record of success. CellarEye is a startup which means the candidate must be very well organized, and a complete self-starter who can id and rectify issues in real-time. This is a very fast paced, highly collaborative position that reports directly to the CEO but also works very closely with everyone else in the organization as the champion of the user experience.

The bottom line is that CellarEye is looking for someone who intuitively understands customer service, is highly methodical, and loves building things with equally enthusiastic teammates. If successful in this role, it's a huge opportunity to grow your career and have fun doing it.

Key Responsibilities:

Customer Journey Management:
Map, optimize, and oversee the end-to-end customer journey, identifying critical touchpoints to maximize customer engagement and minimize churn.
Collaborate with product and marketing to align customer experiences with business goals and customer expectations.
Develop and implement onboarding, engagement, and renewal programs to ensure seamless experiences across the customer lifecycle.

CRM Management:
Manage HubSpot to streamline communications, track customer interactions, and ensure accurate, real-time customer data.
Design automated workflows that align with key customer journey stages, such as onboarding, engagement, and renewal.
Utilize analytics and reporting tools to track customer engagement, retention, and satisfaction metrics.

Customer Metrics & Analysis:
Define, monitor, and report on key success metrics, including customer health scores, Net Promoter Score (NPS), engagement rates, and churn metrics.
Use data insights to proactively identify at-risk customers, flag upsell opportunities, and drive continuous improvement in customer experience.
Analyze customer feedback and usage patterns to develop actionable insights that inform product improvements and customer outreach.

Relationship Management & Retention:
Serve as a primary point of contact for customer inquiries and escalations, ensuring prompt and effective issue resolution.
Conduct regular check-ins, and review sessions, and coordinate feedback loops to stay aligned with customer needs.
Proactively engage with customers to drive adoption, product usage, and satisfaction.

Cross-functional Collaboration:
Work closely with product, marketing, and support teams to ensure customer feedback is integrated into product enhancements and strategic initiatives.
Collaborate on campaigns, webinars, events, and other educational initiatives that support customer success and foster product knowledge.

Continuous Improvement & Strategy Development:
Continuously review and optimize customer success processes to ensure best practices and drive customer retention and growth.
Provide insights and recommendations to leadership, contributing to strategic planning for customer success.

Qualifications:
Bachelor's degree or equivalent experience
Wine knowledge/experience big plus
Highly methodical
Highly Empathetic
2+ years of proven experience in Customer Success or Account Management
Proficiency with HubSpot CRM, customer success tools, and data analytics platforms.
Ability to work independently, prioritize tasks, and handle customer inquiries effectively.
Must be able to work from Menlo Park Office at least 3 days a week.