Customer Success Analyst
Bevi, United States
Job Description
THE COMPANY
Bevi is on a mission to disrupt the beverage supply chain and replace single-use water bottles with smart water machines. Thousands of companies use Bevi to sustainably provide their employees with pure, sparkling, and flavored water at work. As the market leader in IoT-enabled beverage machines, we’ve raised over $160M in venture capital and we’re doubling year over year. In addition to maintaining hypergrowth with our current product line, Bevi is heavily investing in new product development.
The Customer Service Analyst is responsible for the success of Bevi’s existing customers by developing trusted relationships with customers, utilizing internal Bevi data to uncover potential customer needs, and driving revenue retention. You will own the customer relationship which will require internal collaboration with our sales team, BI team, and support team. If you are a strong communicator, have an ownership mindset, and enjoy building relationships with your customers while using data to drive the business forward, then we invite you to apply.
RESPONSIBILITIES
Customer Success Responsibilities
- Establish multiple customer touch-points by mapping and engaging key stakeholders across the customer organization - including in-person visits, phone calls, and meaningful presentations
- Partner with our Account Managers to develop account plans and strategies to drive revenue growth within assigned accounts
- Form a first line of defense against customer churn and address concerns appropriately
- Act as a liaison for escalated issues and sales-related needs
- Perform regular site visits and onsite check-ups (20% travel required within the city and surrounding area).
- Keep accurate records regarding client history, contacts, units, and needs, and sales potential
- Delight every Bevi customer with each interaction and play a key role in developing the market reputation of Bevi as we scale and evolve our products to meet business customer’s needs
Analyst Responsibilities
- Gather, analyze, and monitor data for patterns and/or trends within assigned accounts
- Recommend improvements to the customer experience based on customer feedback supported by data findings
- Design KPI’s/critical metrics and insights to uncover root causes
- Generate insights to uncover Bevi flavor usage trends within assigned accounts to inform product development, drive user adoption, and give insight to future customer needs
- Manage data assets, metrics, reports, analyses, and dashboards to drive key business decisions
General
- Surprise and delight every current Bevi customer in every interaction
- Develop a thorough understanding of Bevi’s value proposition products and how it helps Bevi customers
- Log, manage, and track customer interactions daily
- Ability to multitask and prioritize day-to-day tasks and activities
- Experience working with a collaborative cross-functional team
Requirements
- 2 years of experience as a Customer Service Analyst or Customer Experience Analyst
- Customer first problem-solving amp; analytical mindset
- Exceptional verbal and written communication skills, and strong analytical abilities
- Collaborative and highly engaged approach both internally and externally
- Proficient Google Workspace and MS Office Suite (Word, Excel, and PowerPoint)
- Knowledge of Salesforce.com a plus
- An entrepreneurial mindset. We’re looking for a self-starter with high operational acumen, looking to make a big impact in a quickly growing organization
- Proactive, strong sense of ownership, and eagerness to learn and adapt
- Excited by the challenges of a fast-paced, mission-driven company set on disrupting the beverage industry
- Passionate about business and comfortable with the unknown always thinking of ways to improve/grow assigned clients
- 4-year Bachelor's Degree
Benefits
- Comprehensive medical, dental and vision insurance plans with BlueCross BlueShield, 95% paid by employer
- 401(k) with company match, and environmentally responsible investment options
- Flexible PTO plus 9 company holidays, and additional paid days for sick leave, etc (including sustainability or social justice volunteer events)
- Generous fully paid parental leave for both birth parents and non-birth parents
- Fully employer paid disability and life insurances
- Wellness and fitness reimbursements
- Monthly stipends for cell phone use and commuting costs
- Onsite snacks and (of course) unlimited Bevi ... plus composting and terracycling, too
- Happy hours, pancake breakfasts, Hero awards - and more!
- Join a team that shares our Bevi Core Values:
- Put Customers First
- Be Grea