Manager of Customer and Product Support, AlphaSense
$92-110k
Market intelligence and search platform
Open for applications
Market intelligence and search platform
1001+ employees
Open for applications
$92-110k
1001+ employees
Company mission
AlphaSense's mission is to organize the world’s business information and leverage technology to enable companies to make smarter, faster, and more confident decisions.
Role
Who you are
- Customer service leader with a passion for operational excellence and leveraging technology to drive solutions at a high-growth B2B SaaS market leader
- Three to five years of previous management experience in a global business including involvement with hiring, onboarding and performance management of direct reports
- A people-first mindset with a “roll up your sleeves” attitude to lead by example
- Passionate about technology and systems with a track record of driving productivity through coaching and measuring KPIs/SLAs
- A strong communicator with the ability to influence desired outcomes
- Obsessed with adding value to your team through coaching and feedback
- Ability to handle ambiguity, proactively identify challenges and present solutions
- Strong integrity in all interactions and decision making
- Exceptional attention to detail and organizational skills
- Comfortable with handling operational data including interpreting, analyzing and deriving actionable insights
- Experience with any/all of the following: Zendesk, Salesforce, JIRA
What the job involves
- Customer & Product Support (C&PS) sits at the intersection of sales, customer success and technical support
- Through close teamwork and collaboration, we drive positive customer outcomes and ensure seamless access and optimal utilization of AlphaSense’s market-leading platform and products
- We are committed to enhancing every user’s experience through consistent delivery of prompt and knowledgeable responses
- The Customer & Product Support team is based globally across the US, UK, India and Singapore
- We are looking to hire a Manager, Customer & Product Support to help shape, lead and support the growing team at AlphaSense
- Reports to: Director, Head of Customer & Product Support
- In this position, you will be responsible for growing and building an existing team of support team members
- Your role will involve managing the quality and efficiency of the team’s output through all client communication channels including live chat, email support and account/trial project assistance
- This role will require oversight of the team’s technology tools, processes and workflows in addition to monitoring and coaching the team to consistently achieve all KPIs and SLAs
- The success of this role depends on your ability to lead your team, ensure exceptional customer satisfaction and partner effectively with other stakeholders
- Lead a team of multi-tiered support team members ensuring AS products are functioning in real time for our customers via troubleshooting, escalating bugs, responding to tickets while driving client service excellence and satisfaction as well as ensuring adoption/full utility of AlphaSense products through deep technical and functional knowledge
- Cultivate a positive and trusting environment through exhibiting our values and ongoing coaching, feedback and development of team members
- Verify all customer feedback is adequately captured and escalated as needed to the appropriate teams, identifying any themes or key areas of focus to address
- Maintain an in-depth knowledge of new products, features and releases to serve as an expert, point of contact for incident management and best inform your own decision-making
- Collaborate and build strong relationships with Customer Success, Product and other internal stakeholders to resolve queries and contribute to key initiatives
- Develop goals in-line with departmental OKRs and monitor team member’s performance through both qualitative and quantitative (KPIs, SLAs) measurements
- Drive adherence to the team’s best practices, workflows and processes and identifying areas of improvement
- Hire and train new team members ensuring onboarding is comprehensive and kept up-to-date with product and tech evolutions
- Anticipate needs to maintain exceptional customer support and enable our scale for resources, processes, data, etc
- Identify ways to ensure your local team remains integrated and act as a mentor and resource for the global Customer & Product Support team
- Prepare regular updates on the team’s performance and areas of improvement
Our take
Manual research can be a serious pain : financial analysts spend hours every week searching through PDFs one keyword at a time, just to find a single usable insight. To remedy this, AlphaSense has built a smart search engine that slashes research time for analysts, using thousands of sources and a semantic indexing layer that can effectively query finance-specific language.
As a disruptor and market leader in this field AlphaSense has few direct competitors, being most closely compared to Wolfram Alpha or LexisNexis. It helps that its tools are undoubtedly effective and valued by knowledge professionals: the company counts about 85% of the S&P 100 as customers and is trusted by J.P.Morgan, Microsoft, Credit Suisse and Google, among other major enterprises.
Having raised a large amount of funding over 2022 and 2023, AlphaSense has moved quickly to double down on its expansion in European markets, opening an office in Berlin to support this. With 2024 seeing investment from Singaporean EDBI, it is now setting its sights on the Asia-Pacific region. As business intelligence will remain key for enterprises as they compete for market share, AlphaSense is well-placed for additional future growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Funding (last 2 of 11 rounds)
Jun 2024
$650m
LATE VC
Sep 2023
$150m
SERIES E
Total funding: $1.3bn
Company benefits
- Work from home opportunities
Company HQ
Union Square, New York, NY
Leadership
Jaakko Kokko
(CEO)Co-founder of Silecs (materials used in the microelectronics industry).
Raj Neervannan
(CTO)Experienced executive. Previously CTO at Mastek and ChoicePoint, and CEO at Framesoft. Has an MBA from Wharton.
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