Customer Success Manager - Strategic Accounts

Sterling, Virginia, United States Full-time

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Customer Success Manager - Strategic Accounts

Sestra is looking for a Customer Success Manager who will be responsible for building, maintaining & driving the growth of post sales relationships with Sestra’s largest & most strategic customers. In this position you will work with venues like Nationals Park, Audi Field, Kennedy Center, W Hotel, Marriott Marquis, Warner Theatre and many more. You will serve as a trusted advisor, ensuring successful Sestra onboarding, deployment, support & adoption. This high-profile role is based in Sestra’s dog friendly corporate office in Sterling, VA, and is a good fit for energetic, active personalities that enjoy meeting regularly and following up with customers. You will help support & drive the success of Sestra smart dispensing solutions at stadiums, music venues, hotels, restaurants & more.

Key responsibilities:

  • Understand the holistic view of the account, the installation & application, & serve as the Sestra subject matter expert to the account, & vice versa
  • Serve as the liaison between Sestra & account by proactive engagement with the account & attention to the status of Sestra equipment use & overall satisfaction
  • Be Sestra’s expert for any issues, projects, expansions, contacts, & analytics at assigned strategic accounts
  • Provide advice & guidance as the Sestra subject matter expert to ensure successful ongoing usage & adoption of Smart Dispensing
  • Build relationships with key stakeholders at the customer site, earning their trust & knowing they can count on you to support them & their teams
  • Visit accounts regularly to keep a pulse on customers, ensure account health & ensure that installation upgrades are current, keeping an eye out for potential updates, improvements or expansion opportunities
  • Support Strategic Account managers by checking in on outstanding account items & next up items
  • Design & develop innovative Smart Dispensing solutions in response to customer asks or requirements
  • Provide onsite support & relay back to Sestra team for issue resolution, as needed
  • Deliver training support for organizational adoption & success
  • Undertake discovery & education activities to identify opportunities for Sestra usage across organizational functions & processes
  • Function as a frontline technical resource for on-site support, “best practice” & customer inquiry
  • Engage with Project Management & Customer Support as a customer advocate to ensure speedy resolution of customer issues
  • Engage with Product Management as the customer advocate on product roadmap discussions to deliver new features & functionality to increase customer retention
  • Maintain current functional & technical knowledge of Sestra services & features
  • Help to document best practices in developing & using Sestra Smart Dispensing

Qualifications/Key Requirements:

  • 3+ 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
  • Ability to lift heavy objects
  • Owns a car
  • Successfully managed customer engagements to completion & customer satisfaction
  • Excellent analytical skills & problem-solving skills combined with the ability to provide quick issue resolution; takes initiative
  • Exceptional verbal & written organizational, presentation, & communication skills
  • 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

 

About Sestra:

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. We bring IoT connectivity to on-tap dispensing, serving up the perfect pour & delivering revolutionary loss prevention to our customers, who serve draft beverages (beer, wine, cocktails, cold brew coffee, etc.). Our patented pour control technology ensures that each & every beverage is poured to the exact volume & temperature specified, virtually eliminating costly over-pouring. Our hands-free, push-to-pour dispensing increases speed of service, thereby eliminating long lines & increasing revenues during the busiest service periods. Our connected devices record each & every event & syncs with the cloud to provide valuable real-time analytics & remote administration capabilities to our customers. Sestra’s smart dispensing solutions are installed as mission-critical applications within iconic sports venues, performing arts centers, hotels & restaurants across the country. The Washington Nationals, Kennedy Center, Warner Theater, Lincoln Center, W Hotel & Audi Field are just a few of our local clients.