Support Operations Analyst

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

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Support Operations Analyst – 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.

About the Role

Sestra is looking for a talented and motivated Support Operations Analyst. In this role you will identify and analyze customer patterns proactively, help to make data-driven decisions critical to Sestra’s success and provide real time monitoring and response to customer issues. You will gain broad experience within a fast paced and growing startup environment. The ideal candidate will be technology savvy, detail-oriented, collaborative, and proactive.  

Key Responsibilities

Pour Control Center Monitoring

  • Monitor Sestra’s Pour Data reports and tools to proactively identify customer issues 
  • Collaborate cross functionally to ensure seamless customer deployment and customer experience. 
  • Identify and catalog patterns in customer behavior that indicate or anticipate longer-term problems and failures (e.g. training issues, loss of engagement with system, overall customer health dashboard) and escalate to appropriate internal teams and track to resolution.
  • Work with Data Analytics team to manage the deployment of new reports, tools and dashboards

Data Quality

  • Monitor and analyze Sestra’s CRM and portal for data hygiene and lead quality control efforts; maintain master mapping of data across systems and departments.
  • Work closely with Sales, Customer Success and Data Analytics team to ensure coordination of efforts and alignment on changes and enhancements
  • Catalog patterns and make recommendations for improvement to the Sestra CRM and Portal
  • Ensure integrity of data for billing and reporting purposes

Reporting

  • Analyze and report upon customer performance trends
  • Assist with the preparation of standard customer and business reporting and analysis 
  • Collaborate with the Data Analytics team to enhance the reporting process

Other responsibilities

  • Participate Sestra’s Level 2 on call rotation (approximately 1 week 8 x per year) which requires remote monitoring and support during nights and weekends and requesting dispatch teams as appropriate
  • May be required to perform other duties as assigned. 

Key Skills & Qualifications

  • 1-2 years preferred in a data analyst or administrator role (Bachelor or Associate degree in a technical field)
  • Critical thinking and problem solving
  • High attention to detail
  • Ability to work independently
  • Effective communicator
  • Data visualization and presentation
  • Strong financial modeling and analytics
  • Technical: Hubspot or other CRM, Excel, Business Intelligence tools

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 or 12 - 9, with some on call rotation scheduling, i.e., 1x18th week/year

 % of Travel:  <5%