Customer Success Enterprise Engagement Manager

About Alloy.ai

At Alloy.ai, we work with consumer goods companies that make the products we eat, wear, and use every day, as well as the ones we occasionally splurge on. We’re tackling a real and complex problem for them—managing supply and demand in the face of constantly changing customer behavior, highly complex supply chain networks, 40-year-old data standards and labor-intensive manual processes.

Alloy.ai is a fast-growing, well-funded startup with an expanding presence across the world. Our team hails from successful startups, leading tech companies and Fortune 100 enterprises. We believe deeply in fostering individual ownership, iterating to excellence, focusing on what matters, communicating openly & respectfully, and supporting one another. 

We encourage people of all backgrounds to apply. Alloy.ai is committed to creating an inclusive culture, and we celebrate diversity of all kinds.

About The Role

At Alloy.ai, we value our customers and we believe that the success of the companies we work with, and of the individuals within them, is the most important indicator of our own performance. In this role, you will make a strong contribution towards this goal, working at the intersection of analytics, data, project management and relationship with our users.

Through supporting our customers, you’ll get exposed to diverse business issues, gaining the experience in supply chain analytics to help lead client engagements. You'll help us build a deep understanding of key metrics used by different retailers and trade partners across the supply chain and with this knowledge, you’ll drive increased profitability for our customers with their ability to make faster and more informed decisions.

The knowledge you accumulate as you interact with customers will be foundational to influencing Alloy.ai’s product roadmap, value statement, and market positioning.

About You

As a key member of our team, you want to take initiative, tackle new obstacles and solve problems we have not encountered before. You don’t shy away from even the most challenging problems and are relentless in always looking for better solutions.

You are naturally drawn to analytical work and are comfortable working with an engineering-oriented team towards common goals. You can naturally switch between detail-oriented execution, communication with all involved parties, and prioritization based on added value.

• Responsible for managing a portfolio of 5-10 Mid-Market/Enterprise accounts totaling around $2M ARR.
• Act as the primary point of contact for assigned customers from kickoff through and including renewal.
• Collaborate with customers to create long-lasting business connections, strengthening all customer relationships and building them into true business partnerships.
• Support customers through implementation, training and onboarding, working closely with cross-functional Alloy.ai teams to ensure reporting and data are accurate and align with customer objectives.
• Deliver against valuable short term objectives and keep new and ongoing projects on track.
• Monitor customer activity and meet with stakeholders on a recurring basis to improve customer understanding, drive business, and discuss areas of improvement.
• Surface expansion opportunities with existing customers
• Work with a group of “core users” through relationship management, training and support, to make Alloy.ai a trusted and integral part of the customer’s regular course of business.
• Conduct business value reviews to grow and retain book of business.
• Execute and present value-driving analysis in Alloy.ai and, in collaboration with users, turn these into repeatable processes at customer organizations
• Act as the internal “voice of the customer”, gathering and prioritizing user feedback, translating ideas and obstacles into actionable, engineering-friendly development requests.
• Work cross-functionally to partner on product and marketing initiatives as well as help drive scale as our business grows.

• 5+ years of experience in SaaS customer success, management consulting or related analytical, consultative, client-facing fields.
• Exceptional analytical problem-solving skills, with the ability to understand technical details while staying focused on business objectives.
• Superior academic record in a quantitative field.
• Outstanding project management, organization.
• Highly motivated, responsibility-seeking, hard-working professional.

Role is a hybrid role based in Vancouver, BC or Austin, TX or Denver, CO. Hybrid is defined by our company as 3+ days/week in the office when not on vacation. Remote employees will not be considered for this role.

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