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For Companies At a Glance
- Tasks: Lead expert satisfaction initiatives and resolve complaints while coaching colleagues.
- Company: Join AlphaSights, a dynamic team focused on enhancing expert experiences.
- Benefits: Enjoy a collaborative environment with opportunities for professional growth and AI tool usage.
- Why this job: Make a real impact by improving expert relationships and shaping the brand's reputation.
- Qualifications: 3-5 years in a people-facing role; strong communication and problem-solving skills required.
- Other info: This role offers a chance to work closely with C-Level Executives and influence company strategy.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Platform Access is a small, high-impact team dedicated to improving and enriching experts’ experience with AlphaSights and our clients. Our team aims to establish AlphaSights as the leading partner for experts and executives in the industry. We do this by building relationships with C-Level Executives, improving our understanding of experts’ experience, supporting the organisation in increasing expert satisfaction, and ensuring that AlphaSights team members continue to treat experts professionally.
AlphaSights engages thousands of experts successfully every day, but some of them experience frustrations and difficulties during our process. Ensuring any escalations, complaints, or issues are handled promptly and intelligently, as well as aiming to reduce their recurrence, is a priority for AlphaSights. Failing to handle these successfully erodes our reputation and harms our ability to deliver the best experts reliably to clients. Your goal is to solve these issues as they arise, coach and guide colleagues on best-in-class expert treatment, identify root causes, and devise solutions to mitigate them in the future. This is a frontline role, personifying and representing the AlphaSights’ brand in front of a critical stakeholder group and acting as an example for colleagues who need support in de-escalating issues. This role also presents the opportunity to use AI tools to make efficiency and productivity gains as AlphaSights scales.
Key responsibilities include:
- Solve expert complaints promptly and professionally in coordination with compliance, finance, legal, and our Client Service Team (CST).
- Raise overall expert satisfaction levels by providing leadership with visibility on expert engagement standards across AlphaSights.
- Analyze reasons why some experts decline to work with AlphaSights, help maintain these experts within our network, and develop strategies for retention.
- Help build AlphaSights’ online expert-facing brand reputation and respond to expert reviews about AlphaSights.
- Identify opportunities and execute initiatives to improve AlphaSights’ trust and awareness amongst relevant prospective experts.
- Identify patterns and trends in expert and CST data that provide insights into the expert experience and how AlphaSights can improve.
- Work alongside Product team colleagues to provide input on the expert technology roadmap and improve the expert workflow with AlphaSights.
- Supervise, train, develop, and manage Associates who handle daily expert-related requests and questions.
Ideal Candidate Profile:
- 3-5 years of successful business experience, ideally in a people-facing role.
- Self-starter, proactive mindset, with the ability to identify problems, create a structure for themselves, and is excited by a broad remit.
- A natural and savvy communicator with the ability to influence, persuade, and build consensus across a range of organizational levels and functions.
- Comfortable and confident dealing with escalated situations where a poised and composed mindset is critical.
- Detailed and impactful written and verbal communicator with a precise eye for detail.
Expert Success, Manager employer: TN United Kingdom
Contact Detail:
TN United Kingdom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Expert Success, Manager
✨Tip Number 1
Familiarise yourself with AlphaSights' mission and values. Understanding our commitment to expert satisfaction and the importance of building relationships with C-Level Executives will help you align your approach during interviews and discussions.
✨Tip Number 2
Prepare examples from your past experiences where you've successfully resolved escalated issues or improved customer satisfaction. Highlighting these instances will demonstrate your capability to handle the responsibilities of the Expert Success Manager role.
✨Tip Number 3
Showcase your communication skills by engaging with us on social media or through professional platforms. This not only demonstrates your interest in the company but also gives you a chance to express your understanding of expert engagement and treatment.
✨Tip Number 4
Research current trends in expert engagement and AI tools that can enhance productivity. Being knowledgeable about these topics will allow you to contribute valuable insights during your interview, showcasing your proactive mindset and industry awareness.
We think you need these skills to ace Expert Success, Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in people-facing roles and showcases your ability to handle escalated situations. Use specific examples that demonstrate your problem-solving skills and communication abilities.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and explain how your background aligns with AlphaSights' mission. Mention your experience in improving customer satisfaction and your proactive approach to problem-solving.
Showcase Your Communication Skills: Since the role requires strong written and verbal communication, consider including a brief example of a successful interaction where you influenced or persuaded others. This could be in your CV or cover letter.
Highlight Your Analytical Abilities: Discuss any experience you have with analysing data to identify trends or patterns. This is crucial for understanding expert experiences and improving processes at AlphaSights, so make sure to include relevant examples.
How to prepare for a job interview at TN United Kingdom
✨Showcase Your Communication Skills
As the role requires a natural communicator, be prepared to demonstrate your ability to influence and persuade. Use examples from your past experiences where you successfully navigated complex conversations or resolved conflicts.
✨Prepare for Escalated Situations
Since you'll be dealing with escalated complaints, think of scenarios where you've handled difficult situations. Be ready to discuss your approach and how you maintained composure while resolving issues.
✨Highlight Your Problem-Solving Abilities
The ideal candidate is a self-starter who can identify problems and create solutions. Prepare to share specific instances where you identified root causes of issues and implemented effective strategies to mitigate them.
✨Demonstrate Your Leadership Qualities
You'll be supervising and training Associates, so it's important to convey your leadership style. Discuss any experience you have in mentoring others and how you foster a positive team environment.
