Customer Success Manager at Alice

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ALICE OVERVIEW

Alice raises the take-home pay of working Americans. 156 million employees in the US are spending more and more of their budget on healthcare, childcare, and commuting. Alice uses software to add money to people’s paychecks when they spend everyday items that are pretax eligible—with no forms, no math, no acronyms. When employers connect Alice to their payroll system, their workers keep more of what they rightfully earn, without any more work from HR. Alice is a true win-win-win. Employees take home more of what they earn, employers save on payroll taxes, and Alice is paid only from what employers save. No one pays for Alice out-of-pocket.

We’re a bright, diverse, and dedicated team solving hard problems. Our day-to-day work crosses cultures we are passionate about—venture backed-tech, government and regulators, employers and business owners, local communities. We take great pride in having team members from different backgrounds because we know that every voice matters.

ROLE OVERVIEW

Alice is looking to hire a Customer Success Manager who loves introducing customers to innovative technology, showing them the ropes, and serving as an expert in all-things Alice. We’re looking for someone who shares the same passion we do for putting more money in the hands of working people, without complicated forms or headaches. We believe in doing whatever it takes to make our customers successful with pretax benefits and the Customer Success team drives that success every day.

When you are in place, Alice customer onboarding, account management, and enrollment run as a well-oiled machine due to your efforts, focus, and attention.

In this role, you’ll report to Alice’s VP of Customer Experience and work directly with our repeat-entrepreneur founders and the rest of the Alice team. Our team has previous experience from awesome places like Adobe, CBS, Handshake, and Lending Tree. We’re supported by super smart advisors from Company, are of the CFSI FinLab and have excellent investors including Notation Capital and Trinity Ventures.

As Customer Success Manager, you will...

  • Be the first point of contact for HR teams and business owners, learning about their employee needs and educating them on how Alice can be part of their employee engagement and retention goals.
  • Delight customers through helping their employees seamlessly enroll in Alice. You drive them to achieve and then celebrate early victories.
  • Apply a deep understanding of our customers, their processes, our product, and payroll systems with which we integrate. As you onboard new customers, you'll be there welcoming them to the Alice family and show them the ropes. Consistently awesome onboarding is crucial to our customers’ enrollment and overall success.
  • Collaborate closely with Alice’s support, product, engineering, and marketing, giving you many opportunities to share customer insights and ultimately improve Alice’s core technology and customer voice.
  • Creatively uncover new ways our customers can find value and engagement in Alice.
  • Connect delighted, passionate Alice customers with our Marketing team to capture success stories.
  • Create and iterate on educational documentation for our customers as well as the Alice Customer Success team.

You have...

  • At least 2-3 years of relevant customer facing customer success and account management experience, ideally in B2B SaaS.
  • A exceptional knack for developing relationships over the phone and in person.
  • An obsession with checking off the boxes on your to do list. This obsession inspires your customers to check their boxes off, too.
  • Remarkable patience for explaining new ideas to people. You live for that moment where it finally “clicks” for someone.
  • The ability to communicate complex concepts cleanly and clearly in writing; you know what bad writing looks like, and it pains you to see it.
  • A general disposition of solving problems quickly and relentlessly; you don’t stop until the thing is handled. Following up is your speciality. Inbox Zero is a way of life.
  • Real dedication to Alice’s mission: to put more money in the hands of working people in the United States, without complicated forms or headaches.
  • A growth mindset; an orientation of constant learning, experimentation, flexibility, adaptability.
  • A no-ego approach; there is no job too small for you to tackle in support of your teammates.
  • Inclination for startup work environment; you have a comfort with ambiguity and uncertainty, an interest in discipline and action, and good taste for quality of work product.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • ElasticsearchDatabases
    • BigQueryDatabases
    • PhotoshopDesign
    • JIRAManagement
    • SalesforceCRM

Location

Located in Downtown Brooklyn, Alice is close to many great restaurants, easily accessible by subway, and a short walk from the Brooklyn Promenade.

An Insider's view of Alice

How would you describe the company’s work-life balance?

The company is very respectful of the employees' diverse personal commitments and is always supportive and respectful of when employees need flexibility with their schedules. In turn, when the team needs to rally behind a cause, you see no hesitation for folks to dive in and dedicate the hours needed to make sure we achieve important goals.

Stephanie

Director of Customer Success

What does your typical day look like?

For me, there are no typical days at Alice. Everyday presents new challenges and opportunities—that's what makes it so exciting to work here!

Max

Special Assistant to the CEO

What are some things you learned at the company?

It is about as cheesy as it sounds, I'm learning everyday! I always make the joke that I usually haven't paid much attention to insurance, benefits and taxes, and now I need to be a subject matter expert. It's also such a large and fragmented ecosystem, so there are many dots to connect.

Ian

Partnership Development Manager

How do you make yourself accessible to the rest of the team?

I make myself accessible by grabbing lunch with one or more team members every week. I also find that making coffee runs with teammates to be effective. There are also traditional one-on-one meetings to address more formal items.

Tunde

Lead Engineer

What are Alice Perks + Benefits

Culture
Friends Outside of Work
Eat Lunch Together
Intracompany Committees
Daily Stand-up
Open Door Policy
Team-Based Strategic Planning
Group Brainstorming Sessions
Pair Programming
Open Office Floor Plan
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Alice hosts company outings on a monthly basis.
Stocked Kitchen
Happy Hours
Happy hours are hosted on occasion .
Pet Friendly
Alice's pet policy is dog friendly.
Professional Development Benefits
Job Training & Conferences
Alice offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Lunch and Learns
Alice hosts lunch and learn meetings.
Promote from Within
Mentorship Program
Alice offers mentorship programs.
Customized Development Tracks
More Jobs at Alice7 open jobs
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