Customer Operations Associate

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

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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.

 

Responsibilities

We are seeking a Customer Operations Associate to serve as an onsite liaison to a large strategic Customer in Washington DC.  As the skilled resource you will work to identify, troubleshoot, and resolve Sestra installed station needs on premise.  You will note training opportunities for new and existing staff, conduct proactive monitoring of performance and system data analytics to reduce potential service disruptions before events.  Perform accurate and efficient incident management to include submitting findings to the CRM, vetting of issues with internal Sestra teams and communicate effectively with the Customer Success lead.  

We are looking for fast learners, technology savvy, and versatile individuals who want the excitement that only a start-up can provide. This position includes hardware manufacture/assembly and software support including installations in bars, restaurants, and stadiums throughout North America. In this role you will be a critical member of the Customer Success Team.

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 judgment and is experienced and comfortable interacting with a diverse range of customers, at every level.

  • Partner with Customer Success Lead during and between seasonal events to drive and enhance the operation and success of all Sestra stations throughout the venue.
  • Provide onsite support for all events (~85+ in season) and off season for other local venues as needed
  • Drive an understanding and usage of portal, analytics and reports
  • Ensure all solution product changes are tracked appropriately
  • Partner with customer 3rd party teams onsite as needed
  • Gather requirements and submit to Sestra for potential product improvements
  • Proactively detect issues, provide Tier 2 resolution 
  • Assist with the seasonal installations and feature upgrades
  • Complete Quality Assurance checks
  • Train front-line staff both formally and on an ad hoc basis during events
  • Learn all functions of Sestra equipment and tools for effective problem-solving onsite.
  • Help to document best practices in developing and using Sestra Smart Dispensing

 

Qualifications

  • Customer service experience and/or customer mindset is critical
  • Excellent written and verbal communication skills desired
  • Experience with troubleshooting hardware issues (software issues a plus!) on customer sites and venues
  • Experience with power tools, building or construction, and finding solutions to unique installations with tight deadlines
  • Basic understanding of IT (networking), command line Interfaces, and IoT devices
  • Experience in the food & beverage industry a plus
  • Computer skills a plus
  • Ability to lift at least 20-30 lbs
  • Excellent analytical skills and problem-solving skills combined with the ability to provide quick issue resolution; takes initiative
  • 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

Benefits

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

This position is located in Sterling, VA, however primarily based in Washington, DC, is not a remote position, and requires you to have your own vehicle.

% of Travel:  100% locally to venue

 

About Sestra:

Sestra isn’t your typical food & beverage dispensing company.

We are a software-forward company bringing the Internet of Things to the Food & Beverage industry. Our cloud-based platform and patented technology are leading the way in innovation, disrupting the market with our Dispensing as a Service model.

As an award-winning company headquartered in Sterling, VA, Sestra has patented smart dispensing solutions installed across the country in stadiums, arenas, performing arts centers, hotels, cruise ships, restaurants, travel lounges, and more.

Our rapidly growing team is led by CEO, Lev Volftsun, a serial entrepreneur who has founded and sold multiple technology companies.

Learn more at sestrasystems.com/about-us/join/.

Sestra Systems is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Sestra are based on merit, qualifications, performance, and business needs. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state, or local law.

Note: Sestra Systems is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at our Company via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of our Company. No fee will be paid in the event the candidate is hired by our Company as a result of the referral or through other means.

 

Our Founder:

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. Our TapWise smart dispensing solutions are installed as mission-critical applications within iconic sports venues, cultural centers, hotels & restaurants across the country. The Washington Nationals, Kennedy Center, Warner Theater, Lincoln Center, Greenbrier Resort & Longwood Gardens are just a few of our local clients