Submission #541

Company : Wine Management Systems – Ertus Group

ERTUS Group was born from the merge of ERTUS Consulting a wine consulting firm, and
D2E SSII which specialized in the development of business applications. ERTUS Group
now develops and markets Process2Wine®, a SaaS platform (web and mobile) of new
generation business applications dedicated to professionals in the wine and spirits sector.

The company is composed of nearly 40 employees, spread:
- in France in Bordeaux, Reims and Montpellier,
- in Canada in Penticton (British Columbia),
- in the USA in Santa Barbara (California).
ERTUS Group also relies on a network of commercial partners and distributors all over
Europe and USA.

Recruitment Context : Job creation, Growing business

Job Title : Customers Success Specialist

Process2wine is seeking a Customer Success Specialist to engage and support our growing user base. This position will help our users thrive as they track wine production (Vineyard and Winery) on the Process2wine platform. This role leverages Zendesk, and the newest customer success tools in order to provide a seamless user experience. Also, this role works directly with our Product Owner to track and document software bugs and customer feedback.

What you will do:
• Provide an outstanding customer experience for users on the Process2wine platform.
• Research user trends and the latest customer success technologies.
• Translate customer feedback and requests into innovative product solutions.
• Work directly with the team to document software bugs and improve platform performance.
• Scale the effectiveness of the Customer Success department through automation and new functionality.
• Provide transparency and visibility of the department by leveraging data & dashboards. • Continuously improve customer success processes.

What you should know:
• Customer Success - How users are obtained, supported, maintained, tracked, and monitored. The importance of customer success. How to translate customer feedback & requests into solutions. Global and local user trends.
• Customer Experience - How to interact with customers to provide a seamless and fluid experience. Why users behave the way they do and how to document feedback.
• Master the product through formal onboarding program and continued learning.
• Work within a small team to manage allocated queue of customer requests.
• Provide timely response to customer support inquiries via phone and email.
• Provide product training to increase customer product knowledge.
• Maintain organized queue of open support requests.
• Enhance customer satisfaction by providing distinctive service in all interactions.
• Establish a trusted advisor relationship to ensure customer satisfaction.
• Utilize Zendesk to manage all customer interaction and inquiries.
• Utilize GoToMeeting to provide efficient face-to-face customer service.
• Understand product roadmap of future updates to better handle client requests.





Qualifications/Skills:
- 1+ year experience in customer support/service a plus
- Computer proficiency : Excel, Word, Zendesk, database SQL a plus
- Bachelor’s Degree OR equivalent work experience
- Previous experience in the wine industry/wine production is preferred
- Spanish is a plus

Remuneration Plan : 40-50K base depending on profile

Benefits : Health insurance plan, vacation, paid holidays

Hours : Full time – 40 hours a week 8-5. 15% travel