Senior Manager / Director of Customer Success

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

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Sestra Systems is currently seeking a leader for our Customer Success and Customer Support team to manage the rapid expansion of our customer base across the US and Canada. In this role, you would be responsible for managing a team of Customer Success Associates who manage a list of accounts, respond to and troubleshoot inbound service requests, and proactively monitor customer health and performance.  You would also have a set of accounts to manage.  

To be qualified for this role, you should have experience in managing a customer success team in support of a technology product (software or IoT preferred).  Also, you should have a strong technical acumen and experience with creating SOPs and training guides end users.  You will become a trusted advisor for our customers who will rely on you to provide timely and accurate solutions to their questions as well as a leader for the existing team. 

If you enjoy working with other professionals who believe in creating innovative solutions to problems, we encourage you to apply.

Primary Responsibilities:

  • Lead and motivate existing Customer Success / Customer Support team to obtain desired results
  • Clearly and effectively proactively manage customer relationships 
  • Ensure SLAs are being achieved to exceed the customers’ expectations
  • Manage scheduling of Customer Support team as well as coordination with other supporting function
  • Identify trends and own regular meetings on issues impacting Sestra customers.
  • Disseminate and escalate information on problems that need attention
  • Ensure complete, appropriate and up-to-date documentation of customer issues and status
  • Develop SOPs and training programs to ensure Sestra customers can optimize their experience with our products
  • Own the processes and best practices to ensure Sestra customers can find the information they need including managing the Sestra knowledge base, video library and other how-to tools.
  • Work across internal teams to escalate unresolved issues to appropriate (e.g. dispatch, IT, software developers)
  • Travel to customer sites as needed

Qualifications:

  • 6-10 years experience in managing a customer success and/or customer support function in a technology company
  • People management experience required
  • BA or BS degree. 
  • Technical writing (SOPs, training programs) highly desired
  • Self-motivated; able to work in a fast-paced environment where collaboration is key
  • Excellent, friendly and professional client-facing communication skills
  • Strong organizational and time management skills; ability to manage multiple projects simultaneously
  • Willingness to learn and offer help in other areas wherever it's needed

Location:  This position is located in Sterling, VA.  Limited travel required.
Hours: Ability to work shifting schedules, e.g. 9am – 6pm, 12pm – 9pm including weekends

 

Salary and Benefits:

  • Competitive salary
  • Health benefits (medical, vision, dental)
  • 401K
  • 3 weeks paid vacation plus 9 holidays and 3 floating holidays
  • Participation in Sestra's Equity plan

About Sestra:

Sestra Systems brings the Internet of Things (IoT) to the beverage dispensing industry, disrupting the market by providing ‘dispensing as a service’ and building more profitable, effortless, and eco-friendly programs for our marquis clients.  Our patented solutions are capable of equipping any keg system with electronic, push to pour dispensing, automated portion control, real-time analytics, remote locking through mobile devices and a sophisticated, cloud-based rules and compliance engine.  With the push of a button, our clients serve guests quickly and pour a consistent glass every time – perfect portions, temperature, freshness – for beer, wine, batched cocktails, cold brew coffee and more.   Sestra Systems is an award-winning company headquartered in Sterling, VA. Our clients span North America and include iconic sports venues, cultural centers, hotels, casinos, cruise ships and restaurants.  The Washington Nationals, Kennedy Center, Warner Theater, Audi Field, Lost Rhino Brewery and Capital One are just a few of our clients in Metro D.C.

Sestra has a growing team of and is led by CEO, Lev Volftsun, a serial entrepreneur who has sold two technology companies to Cisco Systems and a third to Metaswitch, with a total accumulated value of over $1B.