The Wine Service Cooperative Member Success Specialist is responsible for ensuring the satisfaction and retention of our member/customers. This role serves as the primary point of contact for clients, addressing their needs, concerns, and inquiries while actively promoting the value of our products or services. The primary goal is to foster strong relationships, maximize customer engagement, and drive growth through exceptional customer experiences.
Responsibilities
Owns the entire relationship with assigned members, including training, adoption, retention, and satisfaction.
Responsible for the successful onboarding and integration of new assigned members into the organization.
Serves as the professional representation between WSC and the assigned member organization.
Establish relationships as a trusted and strategic advisor to help ensure the continued value of WSC products and services.
Collaborates with internal team/management to quickly develop solutions to members issues.
Interfaces with the operations team to communicate member needs and expectations and ensures that they are being delivered upon.
Working independently, uses a data-based, analytical approach to help members/clients achieve their objectives within the organization.
Communicates in a professional, timely and effective manner with all stakeholders.
Strives for solutions and advocacy within the organization, representing their interests and feedback to relative teams.
Responsible for maintaining or exceeding member success metrics and data as identified.
Conducts regular member business reviews on time intervals appropriate for the account.
Collect and analyze customer feedback to identify trends, pain points, and areas for improvement.
Provide insights to the management/executive team to enhance service/product features and functionalities based on member needs.
Champion the voice of the member in new service roadmap discussions and prioritization.
Qualifications
Bachelor's degree.
Proven experience/success in customer success, account management, or similar roles.
Excellent problem-solving abilities with a proactive approach to addressing customer needs.
Familiarity using CRM software.
Ability to work effectively in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
Work independently as well as part of a highly functioning team.