Solutions Architect
What We Do
Alloy is a smart identity solution that helps companies in financial services and other regulated industries safely onboard more “good” customers without introducing any additional fraud into their systems. In short, we’re a five-year-old, fully funded financial technology startup based in NYC that’s doing cool stuff.
Why Alloy
Creating a world where anyone can belong starts within the workplace. Our culture supports you to feel appreciation, motivation, and pride in your work. Alloy welcomes candidates with backgrounds that are typically underrepresented in tech. As we build our team, we're diversifying in terms of people, processes, and perspectives. We embrace candidates from all genders, races, ethnicities, and backgrounds.
The Role
Alloy is seeking to hire an experienced technical account manager to help onboard and manage our rapidly growing customer base. We're looking for someone with experience in inbound customer activation, customer success & support, and account management for our clients, who range from fintech companies to banks. Are you self-motivated, results-oriented, and strategic? Love startups and financial services? This role may be for you.
We are a lean, fast-moving team that prefers to avoid meetings and focus on delighting our customers. We have to make our clients feel as special and loved as they are while also moving quickly and keeping track of all the moving parts.
You’ll be working with members of the team across all functions in our company: with our CRO, Head of Operations, CEO and CTO. You’ll help us anticipate clients’ needs in advance, shepherd them through the contract process, and help them get live and successful with our product.
About you
- 2-5+ years of customer success and/or client/account management experience
- Exceptional skills helping customers with troubleshooting, onboarding and upselling
- Excellent communication, organizational, time-management and prioritization skills
- Some coding experience, technical qualifications, or technical proficiency such as working with a technical product
- Hands-on experience with various support and CRM software tools for customer service and sales/account management
- Comfort with complex client needs and processes, ability to problem solve with and for enterprises with a variety of requirements and stakeholders
- A passion for improving digital financial services and the identity landscape
- Self-motivated, analytical, ambitious with an entrepreneurial spirit
Responsibilities Include
- Acting as the liaison between current clients and the Alloy team
- Proactively tending to the needs of clients via email correspondences, newsletters, face-to-face meetings, etc.
- Consulting with clients to help them understand the Alloy value proposition, sales process, and guide them to the right solution/pricing for them
- Defining and optimizing the customer lifecycle, which includes: mapping the customer journey, identifying opportunities for continuous improvement, developing best practices, etc.
- Business planning and metrics: support Alloy’s growth by developing processes for goal-setting, tracking and reporting
- Managing the setup process from contract close to being fully activated, helping the client realize success faster
- Providing overall guidance and support for Alloy’s clients
- Serving as a client advocate in driving Alloy’s products and services
Perks & Benefits
- Flexible PTO plan encourages team members to take time off so they come back refreshed
- Premium medical, dental, and vision coverage for employees and their dependents
- Up to 10 weeks parental leave options and support in returning to work
- Flexible work hours to accommodate your needs
- Memorable team events, retreats, and off sites
- Conveniently located office (New York’s Chinatown)
- Pet-friendly work environment
- And so many snacks
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.