Description
At Botrista, we are revolutionizing beverage culture with intuitive, Nature-guided drink-making technology. By empowering restaurants and establishments to expand their menus without added complexity, we are driving growth and innovation at the touch of a button. Awarded as one of the Best California Startups in 2023, we're rapidly deploying our solutions nationwide to deliver extraordinary beverage experiences to customers everywhere.We are seeking an Technical Program Coordinator to support our field team in driving customer success and revenue growth.
This role serves as the operational backbone for our field-ops organization, providing day-to-day support, data insights, and process optimization to ensure our account managers can focus on building strong customer relationships and driving business results.
Key Responsibilities
Daily Operations & Support
- Serve as primary point of contact for account managers, providing operational support and troubleshooting assistance for customer-related issues
- Coordinate resolution of escalated customer concerns, working cross-functionally with Product, Operations, and Technical Support teams
- Maintain communication channels and response protocols to ensure timely support
Data Analysis & Account Health
- Analyze and audit account manager activities, customer engagement metrics, and account performance data
- Generate regular reports identifying at-risk accounts and growth opportunities
- Monitor key performance indicators including customer satisfaction, usage patterns, and revenue metrics
- Provide actionable insights to account managers and leadership
Issue Identification & Triage
- Proactively identify issues with existing accounts through data analysis and customer feedback monitoring
- Develop and implement triage processes to quickly categorize and route issues to appropriate teams
- Track issue resolution times and maintain account status dashboards
Revenue Growth Initiatives
- Support development and execution of programs designed to increase account velocity and revenue growth
- Coordinate upsell and cross-sell initiatives, ensuring account managers have necessary resources
- Track effectiveness of growth programs and provide optimization recommendations
- Partner with Marketing and Product teams on account-specific growth strategies
Requirements
- Bachelor's degree in Business Administration, Communications, or related field
- 1-3 years of experience in customer success, account management support, or sales operations
- Strong analytical skills with experience in data analysis and reporting tools
- Excellent communication and interpersonal skills
- Experience with CRM systems (Salesforce, HubSpot, etc.) and data visualization tools
- Proven ability to manage multiple priorities in a fast-paced environment
- Customer service mindset with strong problem-solving abilities
- Startup or tech industry experience preferred
Benefits
- Fully company-paid Medical and 99% company-paid Dental and Vision Insurance
- 15 days Paid Time Off, 7 sick days, 14 holidays, Wellness Benefits, Cell Phone and Internet reimbursement, 401K
- Eligible for stock options
- Beautiful new SF office
- Free beverages with our DrinkBot Pro, snacks, and free lunches on Monday and Wednesdays
