Customer Success Manager, Alloy
Client Solutions
3-5 days a week in office
Demand and inventory insights for consumer brands
Job no longer available
Demand and inventory insights for consumer brands
21-100 employees
Job no longer available
3-5 days a week in office
21-100 employees
Company mission
To help companies operate more responsive and efficient supply chains that intelligently adjust to consumer demand.
Role
Who you are
- You don’t shy away from even the most challenging problems and are relentless in always looking for better solutions
- You are naturally drawn to analytical work and are comfortable working with an engineering-oriented team towards common goals
- You can effortlessly switch between detail-oriented execution, communication with all involved parties, and prioritization based on added value
- 1-3 years of experience in SaaS customer success, management consulting or related analytical, consultative, client-facing fields
- Exceptional analytical problem-solving skills, with the ability to understand technical details while staying focused on business objectives
- Ability to clearly communicate product enhancements to customers via verbal and written communicationSuperior academic record in a quantitative field
- Outstanding project management, organization
- Highly motivated, responsibility-seeking, hard-working professional
- Experience with or interest in Supply Chain is preferred
What the job involves
- In this role, you will make a strong contribution towards this goal, working at the intersection of analytics, data, project management and relationship with our users
- Through supporting our customers, you’ll get exposed to diverse business issues, gaining the experience in supply chain analytics to help lead client engagements
- You'll help us build a deep understanding of key metrics used by different retailers and trade partners across the supply chain and with this knowledge, you’ll drive increased profitability for our customers with their ability to make faster and more informed decisions
- The knowledge you accumulate as you interact with customers will be foundational to influencing Alloy.ai’s product roadmap, value statement, and market positioning
- As a key member of our team, you want to take initiative, tackle new obstacles and solve problems we have not encountered before
- Responsible for managing a portfolio of SMB/Mid-Market customers totaling around $1.5 - $2M ARR and renewing customer portfolio at 90%+
- Act as the primary point of contact for assigned customers from kickoff through and including renewal
- Collaborate with customers to create long-lasting business connections, strengthening all customer relationships and building them into true business partnerships
- Support customers through implementation, training and onboarding, working closely with cross-functional Alloy.ai teams to ensure reporting and data are accurate and align with customer objectives
- Build and launch product enhancement communications through email and Intercom to support low-touch customer engagement and retention
- Monitor customer activity and meet with stakeholders on a recurring basis to improve customer understanding, drive business, and discuss areas of improvement
- Surface expansion opportunities within customer portfolio leveraging land + expand model
- Work with a group of “core users” through relationship management, training and support, to make Alloy.ai a trusted and integral part of the customer’s regular course of business
- Conduct business value reviews to grow and retain book of business
- Execute and present value-driving analysis in Alloy.ai and, in collaboration with users, turn these into repeatable processes at customer organizations
- Act as the internal “voice of the customer”, gathering and prioritizing user feedback, translating ideas and obstacles into actionable, engineering-friendly development requests
- Work cross-functionally to partner on product and marketing initiatives as well as help drive scale as our business grows
Our take
Consumer demand is changing rapidly, particularly for eCommerce brands, and customer expectations are rising. The ability to swiftly identify and meet these demands is a competitive necessity. Alloy.ai is a digital-native company helping brands monitor and analyze sales and inventory, to leverage sales insights and scrub out inefficiencies in their supply chain.
The cloud-based aspect of Alloy.ai is likely to prove attractive to companies increasingly working with large-scale data buckets, a service that harnesses the power of data at a macro and micro level is both future-looking and profit-promising. To date, this has secured Alloy.ai some impressive clients, including Facebook, Bosch and Ferrero.
The company is explicit about its engineer-oriented company structure, and this is likely to have contributed significantly to its swift innovation. Alloy.ai now has a raft of products and successful investments under its belt, and if it can capitalize on the increased demand for detailed and real-time data it could stand to continue making real headway.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-5% employee growth in 12 months
Company
Funding (2 rounds)
May 2018
$12m
SERIES A
Mar 2016
$3.3m
SEED
Total funding: $15.3m
Company HQ
The East Cut, San Francisco, CA
Leadership
Joel Beal
(Co-Founder & CEO)Prior to co-founding Alloy.ai in 2016, Joel spent 3 years at Addepar as a VP of Product and 2 years at Applied Predictive Technologies as an Engagement Manager.
Logan Ensign
(CCO & Head of Product)Logan joined Alloy.ai in 2018 as a Director of Client Solutions, moving into the role of VP of Client Solutions in 2020 and CCO/Head of Product in 2023. Previously, he spent 2 years at InsideSales as a Team Lead and Manager of Momentum Strategy.
Lasse Holmstedt
(CTO)Lasse joined Alloy.ai in 2016 as a Founding Software Engineer, he then moved into the role of Director of Engineering in 2019 and VP of Engineering in 2020. Previously, he was a Senior Software Engineer and Technical Lead at Nokia.
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