Customer Success Manager

7 months ago

Mount Victoria, New Zealand Marama Labs Full time

**About us**:
Marama Labs is a scientific startup at the intersection of physics, winemaking and software, dedicated to revolutionizing the way winemakers produce and refine their craft. Our innovative analytical hardware and cloud software platform _CloudSpec_ empowers winemakers with real-time insights on wine style evolution, allowing them to enhance wine quality, streamline production processes, and elevate their overall product.

Having recently closed an over-subscribed capital raise, our team is growing rapidly as we expand our presence in the global wine industry.

**The Role**:
As a Customer Success Manager at Marama Labs, you will play a pivotal role in ensuring the satisfaction and success of our existing and new valued customers within the winemaking industry. You will be the primary point of contact for our clients, guiding them through onboarding, providing ongoing support, and fostering strong relationships to maximize their experience with our product and drive retention. Your deep understanding of both our technology and the intricacies of winemaking will enable you to deliver tailored solutions and proactive assistance to meet the unique needs of each of our customers, be they large enterprise wineries or ultra-boutique family run outfits.

**Key Responsibilities**:
**Customer onboarding and training**
- Lead the onboarding process for new customers, guiding them through the setup of our hardware and software solutions.
- Provide comprehensive training sessions to ensure customers fully understand and utilize the features and capabilities of our products.
- Develop and maintain training materials, documentation, and resources to support customer learning and adoption

**Customer Support and Issue Resolution**
- Serve as the primary point of contact for customer inquiries, issues, and technical support requests.
- Troubleshoot and resolve customer challenges efficiently, leveraging technical expertise and collaboration with internal teams when necessary.
- Monitor support tickets and ensure timely resolution, maintaining an impeccable level of customer satisfaction.

**Relationship management**
- Build strong, long-lasting relationships with customers, acting as a trusted advisor and advocate for their success.
- Proactively engage with customers to understand their evolving needs, challenges, and goals, providing guidance and recommendations to maximize the value they derive from our products.
- Conduct regular check-ins and reviews with customers to assess satisfaction, gather feedback, and identify opportunities for improvement or upsell.

**Your Experience**:

- Bachelor's degree in a relevant field such as Business, Marketing, Wine-science, Chemistry, Physics, Engineering, Software Development.
- Proven experience in a customer-facing role for a technology startup, preferably within the wine/food-tech/ag-tech industry.
- Well versed in ROI concepts and linking customer success actions to achieve ROI outcomes
- Prior experience designing and implementing a best-practice customer success playbook that can be executed at scale.
- Deep understanding of winemaking processes and the challenges faced by winemakers.
- Strong technical aptitude and ability to quickly learn and understand complex hardware and software solutions.
- Excellent communication skills, with the ability to effectively engage and influence stakeholders at all levels.
- Exceptional problem-solving abilities and a proactive, customer-centric mindset.
- Demonstrated track record of building and maintaining strong customer relationships.
- Experience with CRM systems and customer support tools is a plus.

**Why apply**:
Joining our team means being at the forefront of innovation in both technology and winemaking. You'll have the opportunity to make a meaningful impact on the success of our customers while working alongside a passionate and talented team dedicated to driving positive change in the industry. If you're looking for a dynamic role where you can combine your passion for customer success with your interest in cutting-edge technology and winemaking, we'd love to hear from you.

Additionally, we offer:

- $1000 per year towards professional development, work-related hobbies, conferences or courses
- Competitive salary
- Employee share option pool
- Flexible working hours
- Opportunity to work with world-leading scientists
- Extensive travel opportunities

Marama Labs is a global company, with offices in New Zealand, the United States and Europe. This role is based in the United States, and will require regular travel to customer locations across the West Coast.

This is a full-time position.

To apply, please send a cover letter and CV through Team Tailor

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