Josh Malvase
Mill Valley,CA
Summary
Reliable and self-motivated individual, who works hard to achieve the strategic goals of an organization while constantly looking for areas of improvement. A proven leader with robust customer service, sales, account and project management experience. Experienced in leading teams in customer facing roles as well as taking an active role in the planning, executing, and closing of key projects.
Overview
12
12
years of professional experience
Work History
Enterprise Success Manager
WineDirect
03.2025 - Current
- Manage all aspects of the customer relationship including setting proper expectations, effective communication strategies, and building strong relationships
- Serve as single point of contact for customers with solid understanding of their needs
- Act as the point of escalation both internally and externally to include analyzing requests, providing information, and taking action to address concerns
- Effectively cross and vertically network within an organization to establish relationships with key decision makers
- Work with cross functional departments to ensure best practices, continued utilization, and ongoing customer adoption of product services and offerings
- Gather, analyze, and present KPI data to all customers in the form of quarterly and annual business reviews
- Regularly analyze reporting and KPI data to monitor overall customer health and identify potential areas of improvement
Senior Key Account Manager
WineDirect
08.2024 - 03.2025
Senior Account Manager
WineDirect
11.2023 - 08.2024
Account Manager
WineDirect
08.2022 - 11.2023
Wine Club Coordinator
Testarossa Winery
04.2021 - 08.2022
- Coordinated the day-to-day activities of all Direct-to-Consumer departments including Wine Club, e-Commerce, Tasting Room, Wine Bar, Education, Curbside Pickup, and Shipping operations
- Served as the main point of contact for over 4,000 wine club members while providing exemplary customer service within every interaction
- Maintained and regularly audited CRM software to ensure accuracy of customer data and reporting
- Developed, deployed, and singularly managed a monthly inventory process that directly decreased inventory adjustments by more than 50 cases a month
Tasting Room and Wine Club Manager
Thumbprint Cellars
02.2019 - 06.2020
- Managed all operations of the tasting room, with duties including but not limited to staffing, scheduling, training, menu creation, and budget control
- Individually managed over 1,100 wine club accounts, accounting for an annual revenue of over $1 million
- Coordinated with the Wine Maker and Operations Manager to assist with harvest, bottling, and quarterly packing and shipping of over 1,100 wine club orders
Assistant General Manager
The Buttery Bakery and Deli
01.2018 - 02.2019
- Managed day-to-day food service operations across all departments, including both front and back of house
- Handled and resolved all customer complaints and escalations in an efficient and courteous manner
Quality Assurance Representative
Clear Capital
05.2016 - 08.2017
Floor Manager
Enoteca La Storia Wine Bar
05.2013 - 02.2016
Junior Project Manager on contract with NASA Ames
Aer Potentia, LLC
11.2014 - 12.2015
Education
Full Stack Developer Certificate - Python Full Stack
Coding Dojo
San Jose, CA12-2020
B.A. - Psychology
San Jose State University
San Jose, CA06-2015
Skills
- Account Management
- Customer Retention
- Customer Relationship Building
- Team Building
- Customer Service
- Relationship Management
- CRM Management
- Written and Oral Communication
- Relationship Driven Sales
- Customer Service
- Strategic Planning
- Business Analysis
Timeline
Enterprise Success Manager
WineDirect
03.2025 - Current
Senior Key Account Manager
WineDirect
08.2024 - 03.2025
Senior Account Manager
WineDirect
11.2023 - 08.2024
Account Manager
WineDirect
08.2022 - 11.2023
Wine Club Coordinator
Testarossa Winery
04.2021 - 08.2022
Tasting Room and Wine Club Manager
Thumbprint Cellars
02.2019 - 06.2020
Assistant General Manager
The Buttery Bakery and Deli
01.2018 - 02.2019
Quality Assurance Representative
Clear Capital
05.2016 - 08.2017
Junior Project Manager on contract with NASA Ames
Aer Potentia, LLC
11.2014 - 12.2015
Floor Manager
Enoteca La Storia Wine Bar
05.2013 - 02.2016
Full Stack Developer Certificate - Python Full Stack
Coding Dojo
B.A. - Psychology
San Jose State University
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