Customer Success Manager - NYC

  • Alpha
  • New York, NY, USA
  • Sep 20, 2019

Job Description

Alpha ( https://workable.com/nr?l=http%3A%2F%2Fwww.alphahq.com ) (alphahq.com) is a venture-backed and growth-stage company based in New York, NY whose on-demand insights platform empowers clients to rapidly validate growth opportunities. Our clients use Alpha to accelerate experimentation, inform business decisions with customer wants and needs, deliver and scale agile research capabilities, and develop better products faster. By integrating traditionally manual tasks like audience sourcing, concept designing, test scripting, and data reporting, the platform accelerates time-to-insight from months to hours. In short, we're the fastest way for organizations to learn more about their future customers. As a Customer Success Manager (CSM), you'll build deep relationships with our customers to help them realize and maximize the value of Alpha. You'll become a trusted advisor and the "go-to" person for answers and advice. You'll be an integral part of their success by aligning their organizations' goals and objectives with the value that our platform brings. We're looking for individuals who have a passion for technology and the ambition to dive head-first into new challenges. You'll need to be adaptive and excited at the opportunity to help invent new processes, and interact with customers on a daily basis to drive adoption and engagement which will lead to easy renewals and expansions. If you are up for this challenge and believe you can keep pace with a rapidly growing company with ambitious goals, we would love to hear from you. RESPONSIBILITIES Work closely with Sales and Growth teams to provide an excellent on-boarding experience to new customers Provide customers with insights about their testing initiatives and experiments to communicate with internal stakeholders and key contacts Continuously monitor customers health, flag risks, and proactively address concerns. You will be responsible for identifying and mitigating risk while helping our customers meet their goals Provide customers with coaching, education, and guidance to improve adoption of the Alpha platform and best practices for agile experimentation Prepare and lead all of your customer interactions (e.g. kickoffs, on boarding, customer calls, in-person visits, executive business reviews) in collaboration with Sales and Growth teams. Work and collaborate with multiple teams on a regular basis (sales, growth, testing strategists, product, marketing etc.) Adapt accordingly as we continue to improve product and processes REQUIREMENTS 2-3 years in a customer-facing role as an Account Manager or Customer Success Manager, managing a portfolio of F500 customers in an enterprise SAAS technology environment Experience working with or being part of a product, customer insights, UX research or research team is a plus. Excellent project management skills A passion for user experience, product, and technology Exceptional communication, interpersonal, and relationship management skills Proactive, meticulous, detail-oriented, with a go-getter attitude that takes the initiative and gets things done BENEFITS Robust health benefits including medical, dental, and vision Open vacation policy & flexible work schedule Competitive salary and equity Weekly team lunches and a diverse, friendly culture Open Dog Policy at the office Autonomy and room to grow as a professional