Senior Analyst

Location: Istanbul

Post date:  January 21, 2020

About Us

Customer experience management was complicated. We simplified it. Alterna CX solution helps companies measure and manage customer experience and get better results. Some of the most reputable companies in retail, insurance, and banking industries across four countries, including Akbank, İş Bankası, Koçtaş, Sharekhan by BNP Paribas and IuteCredit use Alterna CX.

About the job

The Customer Success Team deploys and manages Alterna’s software platform for leading enterprises in financial services, retail and other industries. They cultivate valuable relationships; help realize our clients’ Voice of Customer (VoC) programs and orchestrate solutions to any challenges in our domain. We believe that Alterna CX is successful, only if its customers are.

The Senior Analyst takes part in implementation projects in Alterna CX clients and is mainly concerned with taking Alterna CX solution rapidly into live. As a Senior Analyst you will

  • Be the primary force for moving the Alterna CX implementation projects forward
  • Run structured workshops with client teams to understand the VoC (Voice of Customer) needs
  • Analyze these needs, design, deploy and test the necessary configurations to the Alterna platform
  • Work with Alterna CX’s engineering teams to overcome any technical obstacles
  • Leverage Alterna CX Text Analytics to support the client’s VoC program
  • Train and guide client teams so they are effectively onboarded to the Alterna CX platform
  • Cultivate long term customer relationships by helping clients achieve their VoC goals
  • Handle support issues with the clients you manage

About you

  • Bachelor’s Degree in Business Administration, Engineering or Management Information Systems
  • 3 to 6 years of work experience in a client-facing role of a technology startup/company or technology consulting firm
  • Experience in enterprise software implementation projects is required (e.g. CRM, ERP, BI etc.)
  • Exposure to Customer Experience (CX) in a previous role is a plus
  • Outstanding attention to details
  • Getting energized working with demanding clients
  • Proactive approach with a bias for action
  • Passionate about technical problem solving and continuous learning
  • Stellar written and verbal communication skills
  • High level of English fluency (will work with International Clients)
  • Able to travel abroad (up to about 6 weeks in a given year)

About our working environment

  • We are working within an Agile environment, which means we expect you to adapt to changing situations (e.g., using French-press when the coffee machine is broken).
  • Some of us love wearing suits, some choose smart casual and others love jeans and sneakers…
  • We evaluate candidates regardless of their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics

Some of our perks

  • Private health insurance
  • Lunch ticket
  • Free guidance for anything
  • Flexible working hours (Monday – Friday)
  • One day off on your birthday
  • Technical & Soft skill training