Customer Success Associate

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

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Customer Success Associate: Small/Medium 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

Our customer success team supports the strategic objectives of our business by successfully managing the customer journey through ownership of the touch points that create long term client engagement, ensures full solution adoption, and growth.  Our data driven processes aid in executing a world class customer experience. 

Your role will focus on proactive engagement, reactive incident management or coordination for small/medium accounts.  This position will also influence process improvements across our organization to improve the overall experience of Sestra customers.  

Day to day responsibilities include project related tasks to ensure customers are moving along through the journey pipeline, support customer risk mitigation efforts, and look for ways to remove barriers to success.  This can include, delivery of infographics/reporting, monitoring and responding to incoming customer tickets, reviewing customer performance metrics and delivering customer training. You will use multiple modes or channels to communicate with customers.

We are looking for someone who is a self-starter, and has experience in a customer success or support role all in a fast-paced environment.  You should have a desire to understand problem solving approaches to different scenarios, and be tech savvy.   You will become a trusted advisor for our customers who will rely on you to provide timely and accurate solutions to their questions. If you’re naturally a helper, enjoy owning tasks and assisting people with issues we’d like to meet you.  

Key Responsibilities

Relationship Management

  • Manage full ownership of small/medium assigned portfolio of accounts
  • Create and manage to the customer success plan to ensure execution of business objectives
  • Engage with customers on a proactive and established cadence in form of meetings (remote or in person), site visits, training, etc. 
  • Become the trusted advisor for the customer

 

Solution/Product Adoption

  • Deliver a quality and frictionless onboarding process with customers.  Manage time to value activities to avoid delays.
  • Manage the CS onboarding checklist and mitigate risks by tracking actions to resolution for any issues that may arise
  • Drives continuous service improvement with the goal of 100% product adoption and usage increases for all services available
  • Deliver informational analytics to customers to continue to drive value of solution
  • Drive solution marketing efforts with customer to help favorably position optimal performance
  • Provide new release training (on-site or virtually) specific to a user job function, participate in the required product management/marketing training team to master all technologies and new product enhancements.  elay client feedback on an ongoing basis.
  • Educate customers to understand the value of all services provided from digital resources and tools to services.  Share new product enhancements, and identify areas of knowledge gaps at the customer level to ensure users are empowered to successfully engage with our services

Health Assessment/ Churn Management

  • Track monthly all customer engagement levels and escalate any issues to management
  • Provide insights to business with “urgency” on at risk customers and customers in position to expand 
  • Perform frequent reviews of account portfolios to ensure the movement of customers in a ‘ready state’ to expand.  
  • Use CS based pipeline techniques to identify when a customer is moving towards expansion and communicate effectively with internal leadership.

Support Operations

  • Provide prompt and accurate feedback to customers on resolution of issues
  • Proactively conduct trend analysis of performance to ensure no support health risks are presented
  • Work across internal teams to escalate unresolved issues to appropriate (e.g. dispatch, IT, software developers)
  • Demonstrate the ability to diagnose, investigate, troubleshoot and resolve technical issues when needed.  Speak non-tech language to non-tech people.

Key Skills & Qualifications

  • 1-3 years work experience in a customer service or success role, in a fast paced, team oriented environment
  • Strong knowledge of MS office (Word, Excel, PowerPoint) are required
  • Proactive approach to managing day to day tasks or projects
  • 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
  • Excellent listening, articulating ideas and complex information in a clear and concise manner
  • Proven record of maintaining good relationships with customers and striving for a high level of client satisfaction
  • Ability to lift at least 20-30 lbs
  • Strong analytical and problem-solving skills combined with the ability to provide quick issue resolution;
  • Exceptional verbal & written organizational, presentation, & communication skills
  • Bachelor’s degree (preferred) 
  • Technical: Hubspot or other CRM, Excel, Business Intelligence tools (preferred)

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.   

Hours: 9am – 6pm, with some on call rotation scheduling, i.e., 1x18th week/year

% travel - 25%