Ambassador, Customer Service​/HelpDesk, Client Relationship Manager

About Realm Cellars

In 2012, Scott Becker set out to revive a nearly bankrupt brand with an audacious vision: to become one of the iconic wines of Napa Valley’s next generation. Realm 2.0 began as a virtual winery with no vineyards, and within a decade transformed into a collection of three wine growing estates with 75 acres planted across Napa Valley — Realm Farella in Coombsville, Realm Moonracer in the Stags Leap District and Realm Houyi on Pritchard Hill.

Today, the portfolio includes a dozen wines — each with its own story, all reflecting the diversity and greatness of Napa Valley.

Realm operates at the intersection of tradition and modernity, striking a dynamic balance between reverence for the land and an entrepreneurial spirit that fuels quality, innovation and stewardship. This “Silicon Valley meets Burgundy” ethos informs everything for Realm, from the vineyard to the cellar to the customer experience. Since 2012, Realm has earned recognition as one of Napa Valley’s most electrifying wine producers, garnering numerous 100-point reviews from leading critics and cultivating a global community of collectors.

From startup roots to an established domaine, Realm represents one of the defining success stories of Napa Valley’s modern era. The best is yet to come!

Shepherding a new era for Napa Valley, Realm is powered by a team of innovators and practical dreamers, redefining how we consume, engage, and invest in wine. It is a fast-paced, entrepreneurial business that never rests on its laurels and challenges itself to achieve even higher levels of wine quality, excellence, and greatness. This role has been created to acknowledge a new stage for Realm Cellars.

The ideal candidate for this role has the unique opportunity to join a leading‑edge wine company with a formidable track record for success. Realm has an ambitious vision, purpose, and growth strategy, as well as an extremely motivated team.

• Can set new service, client interaction, and wine education standards.
• Can deepen the relationship with our existing clients and create relationships with new ones on Realm’s behalf.
• Seeks to become an expert in the field of luxury wine and the broader field of elevated customer service.
• Aim to understand the luxury wine space, including how to create enduring connections and meaningful, personalized experiences for consumers spanning generations.
• Is a self-motivated and goal-oriented individual who thrives in independent and collaborative working environments.
• Cultivates professional and productive working relationships with our team members, vendors, and other key partners on behalf of Realm.
• Manages tasks with a sense of urgency and a high level of attention to detail.
• Will utilize good judgment, creative problem-solving, and skilled conflict resolution skills when overseeing guest experiences.
• Is genuinely personable, highly professional, and has excellent verbal and written communication skills.
• Is open to ideas, collaboration, and two-way feedback.

• Provide high‑touch guest experiences, giving each guest more than they expect while supporting an effective operation. Execute the service standard and client experience that matches Realm’s ethos and values while taking the initiative to continue improving.
• Execute daily operations with internal systems regarding reservations, customer relationship management, wine sales, inventory, and record‑keeping.
• Communicate with cross‑functional teams using Salesforce, Outlook, and Slack.
• Support Realm X reservations by answering customer inquiries and cross‑communication with the Sales and Marketing team.
• Recognize reservation system errors and elevate to team members for troubleshooting and solutions.
• Maintain accurate customer data and document all customer service activities and discussions in the CRM and other applicable platforms.
• Collect and share valuable member and guest feedback in Slack with the supervisor and broader team.
• Communicate cross‑functionally with Sales and Marketing team members and all other departments.
• Execute outreach to guests and referral sources, then…