Responsibilities
- Maximize retention rate across the book of business
- Increase and drive adoption of AlphaSense solutions into other business units of existing clients to uncover new opportunities, exceeding monthly, quarterly and annual revenue goals
- Identify revenue at risk in order to best position the company to prevent churn
- Forecast retention rates
- Collaborate with Account Executives to identify growth opportunities within the book of business
- Understand the ins and out of the business, roles, responsibilities, projects, performance metrics, etc. within our client base in order to more effectively: 1) communicate with users, 2) communicate with decision makers, 3) identify white space, 4) partner with AE to craft most compelling messaging to prospective users
- Cultivate relationships with users and key stakeholders to ensure AlphaSense is viewed as a business partner rather than vendor
- Hold Business Reviews with key stakeholders
- Consistent proactive outreach with material and information that’s relevant for our user base
- Serve as our boots on the ground and physical presence within each client (floor walks, lunch and learns, etc.)
- Serve as both the advocate for AlphaSense to the client, and the client advocate within AlphaSense
- Acquire value stories and product feedback from clients. Circulate internally to assist with product development, marketing, sales efforts
Requirements
- Relationship-driven: You have a strong ability to develop instant rapport with new people and you’ve demonstrated success at managing and growing relationships within Fortune 1000 clients
- A subject matter expert: You excel at what you do and know how to succeed within your role -- this includes both internal and external relationship management as well as strong business acumen and commitment to effective processes and tactics
- Energetic and Creative: You possess a natural intellectual curiosity with the ability to learn and adapt quickly
- You understand our business: We are a rapidly growing SaaS company and are incredibly passionate about our product. We are looking for individuals who understand best practices for client engagement within a SaaS environment;
- Committed to delivering results: You set the example for grit, work ethic, initiative, enthusiasm and commitment amongst your peers.
- A strong communicator: You’ll regularly be engaged with anyone from an Analyst to a C-level executive and that requires exceptional oral, written and presentation skills. You’ll need to distill and explain complex issues in simple terms.
Team
Structure: Our Customer Success team is made up of Product Specialists and Account Managers who are passionate about helping our clients succeed. We partner with a diverse range of organizations, from Fortune 1000 companies to some of the largest financial institutions globally. As a team, we are committed to providing value to our clients. We take a consultative approach to solve challenges through our product, ensuring our customers have the right data to make informed decisions. We focus on retaining customers, maximizing product usage, and collaborating with the sales team to uncover growth opportunities.
