Account Manager: Strategic Accounts

Sterling, Virginia, United States | Sales and Customer Success | Full-time

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Account 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 and delivers revolutionary loss prevention to customers serving draft beverages (beer, wine, cocktails, cold brew coffee, etc.). Our patented pour control technology ensures that each and every drink is poured to the exact volume and temperature specified virtually eliminating costly over-pouring. Our push-to-pour dispensing increases speed of service and revenue during the busiest service periods. Our connected devices record all events and syncs with the cloud to provide valuable real-time analytics and remote administration capabilities to our customers.

 

About the Role:

We are seeking an Account 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 and 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 and comfortable interacting with a diverse range of customers, at every level. 

 

Key Responsibilities 

  • Understand the holistic view of the account, the installation and application, and serve as the Sestra subject matter expert to the account
  • Serve as the liaison between Sestra and account by proactive engagement with the account and attention to the status of Sestra equipment use and overall satisfaction
  • Deliver impactful insights to executive sponsor, support business reviews and cataloguing of successes
  • Be Sestra’s expert for any issues, projects, expansions, contacts, and analytics at assigned strategic accounts
  • Provide advice and guidance as the Sestra subject matter expert to ensure successful ongoing usage and adoption of Smart Dispensing
  • Build relationships with key stakeholders at the customer site, build a strong rapport and confidence in your commitment to support their business objectives in a partnership
  • Visit accounts regularly to keep a pulse on customers, ensure account health and ensure that installation upgrades are current, identifying any/all potential enhancement needs, improvements, or expansion opportunities
  • Support Strategic Account managers by checking in on outstanding account items and next up items
  • Design and develop innovative Smart Dispensing solutions in response to customer asks or requirements
  • Provide onsite support and relay back to Sestra team for issue resolution, as needed
  • Deliver training support for organizational adoption and success for customers’ teams, as needed
  • Undertake discovery and education activities to identify opportunities for Sestra usage across organizational functions and processes
  • Function as a frontline technical resource for on-site support, “best practice” and customer inquiry
  • Engage with Project Management and Customer Support as a customer advocate to ensure speedy resolution of issues
  • Engage with Product Management as the customer advocate on product roadmap discussions to deliver new features and functionality to increase customer retention
  • Maintain current functional and technical knowledge of Sestra services and features
  • Help to document best practices in developing and using Sestra Smart Dispensing

Key Skills & Qualifications

  • 3+ years of experience in a related function; direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, mid-tier, and/or start-up companies
  • Ability to lift at least 20-30 lbs
  • Successfully managed customer engagements to completion and customer satisfaction
  • Excellent analytical skills and problem-solving skills combined with the ability to provide quick issue resolution; takes initiative
  • Exceptional verbal and written organizational, presentation, and communication skills
  • Must be customer service oriented and believe in teamwork, collaboration and adaptability
  • Must be willing to work on-site at customers during their service hours including nights and weekends
  • Competitive and competitively aware; proficient at explaining strengths and vulnerabilities
  • Willingness to visit customer sites and act as liaison for both preventative service and during service games/events/busy hours including travel periodically based on customer and business need; 
  • Bachelor’s degree or equivalent experience

Benefits

  • 401K, Medical, Dental, Vision coverage
  • Company Equity
  • Up to 18 personal days plus most major holidays
  • Dog-friendly work environment
  • Business Casual Dress


Location: This position is located in Sterling, VA and is not a remote position.

% of Travel:  30% - 50%