Customer Success Manager - Strategic Accounts

Sterling, Virginia, United States Full-time

Customer Success Manager: Strategic Accounts – Sterling, Virginia

 

Who We Are:

Sestra is an innovative startup delivering IoT-based smart dispensing solutions to the beverage industry. Our TapWise Solution brings IoT connectivity to on-tap dispensing & delivers revolutionary loss prevention to customers serving draft beverages (beer, wine, cocktails, cold brew coffee, etc.). Our patented pour control technology ensures that each & every drink is poured to the exact volume & temperature specified virtually eliminating costly over-pouring. Our push-to-pour dispensing increases speed of service & revenue during the busiest service periods. Our connected devices record all events & syncs with the cloud to provide valuable real-time analytics & remote administration capabilities to our customers.

 

Who We Need:

We are seeking a Customer Success Manager to serve as an advocate for and build, maintain and drive growth with Sestra's strategic customer accounts. In this role your primary responsibilities will include (1) serving as the daily Sestra point of contact for assigned accounts and provide top-notch account service, (2) ensuring successful Sestra onboarding, deployment, support and adoption of products & features, (3) regular check ins and meetings to with customers to ensure they are maximizing their Sestra solutions, management of open customer items with internal Sestra teams to closure with customers, and (4) management of open customer items with internal Sestra teams to closure with customers.  You will work with various teams within the company, as necessary, to achieve these objectives and work hard to foster and generate positive customer relationships and good will. The ideal candidate is energetic, cool under pressure, a self-starter, uses good judgement and is experienced, comfortable and energized by interacting with diverse range of customers, at every level.

Responsibilities:

  • Be a customer advocate for assigned accounts
  • Understand the holistic view of the account team, Sestra installation & application & serve as the Sestra account expert to the customer and their team to ensure customer success
  • Regularly visit accounts to keep a pulse on customers, ensure account health & Sestra equipment Is current with an eye out for any potential issues or improvements
  • Build customer relationships with stakeholders that result in trust, growth, referrals, & overall success
  • Serve as the frontline technical resource for on-site support, "best practices" & customer inquiries
  • Serve as the Sestra expert for projects, expansions, contacts & analytics
  • Collaborate with Project Management, Operations & Customer Service to ensure speedy resolution of customer issues & report on progress to customers
  • Regularly do read outs with customers on current outstanding items & things that are up next
  • Be the customer advocate & work with Product Management on roadmap discussions to deliver new features & functionality to boost customer retention
  • Identify & deliver training needs and support for customer adoption & success
  • Stay up-to-date on functions and technical knowledge of Sestra features & solutions
  • Help to document and drive best practices & tools for Sestra Smart Dispensing solutions 

Our Team Benefits:

  • Dog friendly work environment
  • Company equity
  • 401k, Medical, Dental, Vision coverage
  • Up to 18 personal days of time off plus most major holidays 

Our Founder:

Sestra was founded by Lev Volftsun, a serial entrepreneur who has sold two technology companies to Cisco Systems & a third to Metaswitch, with a total accumulated value of over $1B. Our TapWise smart dispensing solutions are installed as mission-critical applications within iconic sports venues, cultural centers, hotels & restaurants across the country. The Washington Nationals, Kennedy Center, Warner Theater, Lincoln Center, Greenbrier Resort & Longwood Gardens are just a few of our local clients.

 

Qualifications/Key Requirements:

  • 6+ years of experience in a related function; direct customer advocacy & engagement experience in post-sales or professional services functions in Fortune 1000, mid-tier, &/or start-up companies
  • Successfully owned customer engagement initiatives and/or managed customer engagements to completion & customer satisfaction and retention
  • Excellent analytical skills & problem-solving skills combined with the ability to provide quick issue resolution; takes initiative
  • Exceptional verbal & written organizational, presentation, & communication skills
  • Possess an astute ability to “read the room” when communicating with customers and partners and is able to pivot accordingly
  • Communicate thoughtful, customized solutions to help customers move forward and grow their business
  • Must be customer service oriented & believe in teamwork, collaboration & adaptability
  • Must be willing to work on-site at customers during their service hours including nights & weekends
  • Competitive & competitively aware; proficient at explaining strengths & vulnerabilities
  • Willingness to visit customer sites & act as liaison for both preventative service & during service games/events/busy hours including travel periodically based on customer & business need; 
  • Bachelor’s degree or equivalent experience
  • Owns and has regular access to a vehicle and possesses a valid driver’s license