Client Success Support Associate
Alloy is where you belong!
We’re the leading provider of digital identity management and support innovative FinTech companies, and top tier banks to manage KYC, AML, and other components of client onboarding. Alloy’s single API enables its clients to access over 50 third party data sources in real-time to improve decision-making and streamline client experiences. We're backed by venture capital firms that have taken countless companies to IPO like Bessemer Venture Partners, Primary Venture Partners, Eniac Ventures, and others and well positioned to bring on incredibly talented individuals to help take us to the next level!
Why we’re hiring
Our client base is quickly growing and we need a client-centric Support Associate to provide best in class service. Working hand-in-hand with our Client Success Managers, Solutions Architects, Product, Engineering, and Sales teams to deliver successful onboarding experiences for our newest clients. You will bring excitement to clients, ensuring projects meet timelines and SOWs (Scope of Work). Come join an exciting startup company in the FinTech space named one of Forbes Cloud 100 Rising Stars 2019: 20 Up-And-Comers!
What you’ll be doing
As the Client Success Support Associate, you will assist with internal and external clients support operations. This is a role focused on client relationships - both supporting client requests and internal processes to drive deeper client relationships, retention, and growth.
As the Client Success Support Associate, you will:
- Triage and respond to inbound client communications within our ticketing system
- Proactively communicate with clients throughout the request lifecycle
- Identify client needs, propose solutions, and escalate when needed
- Collaborate across teams to facilitate internal client support projects (e.g marketing efforts celebrating client milestones)
- Support client growth strategy through various initiatives (e.g organizational, process, relationship building)
- Learn the Alloy dashboard and decision engine to make light updates to client accounts
- Conduct demos of dashboard and workflows for clients
- Collaborate with Client Success Managers to inform strategy and product design based on client feedback and trends by leveraging:
- Bug reports
- Feature requests
- Trends in client requests (leading to possible new integrations, features built in the dashboard, new products)
- Client reporting by categorizing inbound client communications (e.g tickets, emails, calls)
- Reconcile client information across platforms such as Salesforce and Google Drive
- Own any problems you discover along with the solution to these problems
Who we’re looking for
Alloy is looking for a results-driven individual passionate about innovative technologies in financial services. You don’t need to code but are familiar with web technologies.
- You have 1+ years of experience in a client-facing role
- You demonstrate a drive and ability to achieve goals in a fast-paced deadline-driven environment
- You possess outstanding interpersonal skills, both verbally and via email; these skills are key as you should have a knack for explaining complex concepts in a straightforward, clear way
- You are highly adept at balancing and running multiple priorities
- Experience with ticketing platforms (e.g Zendesk, Freshdesk) is preferred!
We're a lean team, so your impact will be felt immediately. If this all sounds like a good fit for you, why not join us?
How to Apply
Apply right here. You've found the application!
Alloy is proud to be an equal opportunity workplace and employer. We’re committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.