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.
As an Account Manager at Encompass, you’ll be at the forefront of nurturing and expanding our relationships with winery and beverage industry customers. You'll be more than just an account manager; you'll be a strategic partner, dedicated to ensuring customer success and driving long-term value with our Encompass and vintrace solutions. This role is pivotal in maintaining and growing our customer base by expertly managing renewals, identifying opportunities for expansion, and proactively addressing customer needs.
You will work closely with our valued clients, becoming a trusted advisor on leveraging our software to achieve their business goals. Your work will directly impact customer satisfaction and retention, contributing to Encompass’ continued growth and leadership in revolutionizing the beverage industry through technology. You'll actively manage existing relationships, negotiate renewals, and also identify and close upsell and cross-sell opportunities to expand our footprint within their organizations. Your dual focus on maintaining and growing revenue makes you a key driver of our success in this dynamic and exciting industry.
What You'll Do:- Manage a dedicated portfolio of existing Encompass customers, meticulously prioritizing renewal strategies and proactively identifying opportunities to drive significant account growth through strategic upselling and cross-selling of relevant new products and services. Develop a comprehensive understanding of each customer's business needs and tailor solutions accordingly.
- Assume full responsibility for achieving and consistently exceeding assigned customer retention targets by implementing proactive engagement strategies and building strong customer loyalty.
- Cultivate and maintain robust, enduring relationships with key customer stakeholders at various levels within their organizations. Understand their strategic priorities and business objectives, and effectively position Encompass solutions as integral to their success.
- Acquire and continuously update an in-depth understanding of the full suite of Encompass products and services, including new features and functionalities.
- Proactively champion product adoption within customer organizations by developing and delivering personalized resources, engaging educational initiatives, and comprehensive training programs.
- Develop comprehensive customer profiles that capture key business information, strategic goals, and technology landscapes.
- Create and execute strategic growth plans for each account, identifying specific opportunities to expand the usage of the Encompass platform and align its capabilities with critical customer business outcomes
- Continuously monitor key customer health indicators, proactively identify potential concerns or challenges, and develop effective strategies to address them promptly
- Represent Encompass and its innovative solutions at key industry events, conferences, and networking opportunities to build valuable professional relationships, expand industry knowledge, and identify potential new growth opportunities and partnerships
- When necessary, efficiently and professionally manage the customer off-boarding process, ensuring a smooth and positive experience.
Preferred Qualifications and experience required for success in this role include:
- Experience in customer success, account management, or related SaaS/Bev Alc role.
- Proven ability to build strong stakeholder relationships and align solutions with business needs.
- Consultative problem-solving skills and ability to manage customer expectations.
- Excellent written and verbal communication skills (simplifying technical topics).
- Strong analytical skills to monitor customer health and develop strategic plans.
- Highly organized with the ability to manage multiple customers and prioritize tasks.
- Collaborative mindset with cross-functional team experience.
- Willingness to travel up to 25%.
- Ability to work flexible hours for collaboration with our development teams in Australia and customer teams in multiple timezones and territories.
- 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
- Experience managing accounts in the beverage alcohol industry (wine, spirits, beer) is a significant plus.
Compensation: This role will receive a competitive salary + bonus + benefits.
US annual base compensation: $55,000 to $75,000 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.
Travel: This position will require overnight travel to customer sites and to corporate offices. Additional travel could include attendance of conferences and trade shows.
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
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.
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