About the job

We are looking for motivated teammates who takes part in Alterna’s implementation projects and onboards new clients to the Alterna CX solution.

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 is successful, only if its customers are.

Responsibilities

Work alongside analysts and developers on new client implementation projects. You will ensure that:

• projects go live at the planned timelines
• client becomes a great user of Alterna CX

Within the implementation projects

• run structured workshops with client teams to understand their VoC needs
• analyze these needs, design, deploy and test the necessary configurations to the Alterna platform, together with the implementation analyst
• leverage Alterna AI capabilities
• train and guide Alterna CX user in the client side
• close the project gracefully

Assume Customer Success duties in the client’s first year with Alterna so that they

• become Alterna promoters and great references for future clients
• continue working with Alterna for a long time and grow as an account (upsell/cross-sell)

Customer Success duties include:

• preparing and execute periodic success plans for each client for growth and retention
• handling product usage questions (in the context of the client’s unique situation)
• acting as a point of escalation if any problem does occur in the support process
• negotiating Changes Requests (CRs) and Feature Requests (FRs) with the client

Qualifications

• Bachelor’s degree in business administration, engineering or management information systems
• High level of English fluency (will work with international clients)
• 2+ years of total work experience, preferably in a client facing role
• Experienced in using enterprise level applications – Your colleagues usually ask for your help in achieving various tasks in these system (s)

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