At a Glance
- Tasks: Support clients by onboarding, training, and engaging users with our platform.
- Company: Join AlphaSense, a leading AI-driven market intelligence company.
- Benefits: Flexible work environment, professional growth opportunities, and a supportive team culture.
- Other info: Dynamic role with opportunities to learn and grow in a fast-paced environment.
- Why this job: Make a real impact by helping clients succeed with innovative technology.
- Qualifications: 1+ years in user support or outreach; strong communication skills.
The predicted salary is between 29700 - 36300 £ per year.
About AlphaSense: The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content. The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AI-driven market intelligence. Together, AlphaSense and Tegus will accelerate growth, innovation, and content expansion, with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 6,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, AlphaSense is headquartered in New York City with more than 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. Come join us!
About the Role: The Customer Success Associate role at AlphaSense supports the day-to-day experience of our clients. CSAs help active users get value from the platform through support, training, and consistent engagement. You will guide new users through onboarding, help current users build productive habits, and surface early signs of low usage so the team can take action. CSAs work closely with Account Managers, who own the commercial relationship with each account. Your focus is usage, engagement, and adoption, flexing to whatever the business needs. Because you speak with many types of users, you will also partner with Account Executives, our support team, and product teams to share insights that improve the client journey.
What You’ll Do:
- Onboarding and Adoption: Schedule and run 1:1 onboarding sessions for new users helping them integrate AlphaSense into their workflow.
- Warm Outreach and Email Engagement: Reach out to low activity or dormant users through email and warm calling. Convert that outreach into live sessions that help drive adoption, uncover blockers, or surface license swap needs that support the commercial team.
- Client Engagement: Support client sessions across a variety of industries and user types. Join Account Managers on trainings, assist with onsite or virtual sessions, and help users apply AlphaSense to their workflows, building trust through strong communication and a helpful approach - owning follow ups and next steps from those engagements.
- Customer Health: Work with Customer Success Managers and Account Managers to keep accounts healthy. Deliver tailored training, share workflow tips, and provide ongoing product guidance that helps reduce risk and improve retention.
- Growth Initiatives: Assist sales teams by running product overview sessions for trials, joining demos when needed, and helping highlight the platform’s value to prospective users.
- Market Insight Support: Spot themes, trends, and relevant content during client interactions. Package and share these insights with Customer Success Managers, Account Managers, Account Executives, and product partners to strengthen their client knowledge and messaging.
- Product Feedback: Capture user feedback, track recurring pain points, and flag opportunities for improvement. Partner with internal teams to share clear, actionable insights.
Who You Are:
- A client-facing professional with 1+ years of experience in high volume outreach or user support.
- Comfortable speaking with a wide range of user types and guiding them through platform training; able to distill and explain complex issues in simple terms.
- Strong at building rapport and keeping conversations clear and simple.
- Energetic, curious and eager to learn new workflows and industry use cases on the job.
- Motivated, organised, and able to manage multiple tasks in a fast paced environment.
- A strong communicator who works well in a team oriented setting.
- Ability to be in our London office 1x per week.
AlphaSense is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination. In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.
Customer Success Associate New London, Greater London, England, United Kingdom employer: AlphaSense, Inc.
AlphaSense is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for a Principal API Platform Engineer. With a strong emphasis on hands-on delivery and real systems ownership, employees are encouraged to grow their skills while working on cutting-edge technology in a fully remote environment across the UK. The company offers competitive benefits and a supportive atmosphere that values each team member's contributions, ensuring meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Associate New London, Greater London, England, United Kingdom
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AlphaSense, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AlphaSense, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Associate New London, Greater London, England, United Kingdom
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AlphaSense, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at AlphaSense, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AlphaSense, Inc.!
How to prepare for a job interview at AlphaSense, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
