Customer Success Manager
hace 2 días
Who We Are: Alpaca is a fast-growing series B fintech company that's raised over $120 million in funding.
Alpaca is an API-first stock and crypto platform that enables developers and businesses across the world to build trading algorithms, applications, and brokerage services.
Our globally distributed team consists of developers, traders, and brokerage specialists, and is backed by a group of prominent investors and highly experienced industry angel investors, including Portage Ventures, Spark Capital, Tribe Capital, Social Leverage, Horizons Ventures, Unbound, SBI Group, Eldridge, Positive Sum, Elefund, and Y Combinator.
And, of course, we are very enthusiastic about open source contributions as well as community building.
The Alpaca Team: We have 150+ globally distributed (remote) team members who love to work from their favorite places in the world. We have team members based in the USA, Canada, Hungary, Japan, Brazil, Spain, Philippines, Nigeria, UK, and more We love candidates who have a passion for making a global difference in financial services and technology, by impacting local communities and becoming a part of our hyper-growth company.
Your Role: As a Customer Success Manager at Alpaca, you are the front line in our pursuit of enabling financial markets access for everyone on the planet. You'll work with our partners (customers) from launch through renewal, ensuring they have a positive experience that leads to successful outcomes. Reporting to the VP of Sales and Success, this role supports Alpaca's B2B offerings. You will help customers launch trading apps and open financial services to everyone on the planet.
Things You Get To Do: Act as primary contact for B2B/enterprise customers, accountable for driving healthy and constant relationships with key contacts throughout the customer lifecycle - from app launch to renewal.Ensure customer satisfaction, retention, and success.Manage escalations, internally and externally, with a focus on customer empathy.Maintain regular contact with customers to understand their business priorities, monitor their progress to achieving key results, and constantly identify and mitigate risk (relationship, commercial, etc.)Work with partners to accurately forecast growth and to identify and monitor progress towards shared goalsDrive adoption of Alpaca features (new and existing) among our Live PartnersIdentify and disseminate best practices and pitfallsRepresent the partner internally to ensure Alpaca across multiple groups (marketing, product, operations, etc.)Maintain positive relationships, internally and externally, to drive overall success and overcome obstaclesProvide internal communication and reporting on account status, health, and risk.Develop a success strategy for ensuring customer successIdentify areas and consider solutions for improvement/optimization within AlpacaAd-hoc duties and responsibilities as assignedWho You Are (Must-Haves): 4-6 years experience in a customer success role, managing customer relationshipsUS Market Hours (EST)Understanding of and experience with key technology concepts, such as SaaS and APIsExposure to, or employment with, large and small companiesA dedicated interest in Alpaca's mission to enable financial services access to everyone on the planetAbility to work remotely and independently and to self-manage time and obligationsFlexibility to jump in where/when needed to help drive Alpaca's growthDesire to learnAbility to manage customer relationships across various-sized companiesWho You Might Be (Nice-to-Haves): FinTech experience is a plus, especially with broker-dealer businessStartup mindset for a fast-paced, high-growth environmentExperience working with international B2B enterprise clientsMulti-lingual in English, Spanish and PortugueseHow We Take Care of You: Competitive Salary & Stock OptionsBenefits: Health benefits start on day 1. In the US this includes Medical, Dental, Vision. In Canada, this includes supplemental health care. Internationally, this includes a stipend value to offset medical costs.New Hire Home-Office Setup: One-time USD $500Monthly Stipend: USD $150 per month via a Brex CardWork with awesome hard working people, super smart and cool clients and innovative partners from around the worldAlpaca is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.
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