customer support
Posted 3 weeks agoCustomer Success Manager - EMEA
at Alpaca
Remote
Responsibilities
- 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 toward achieving key results, and continually identify and mitigate risks (relationship, commercial, etc.).
- Drive adoption of Alpaca features (new and existing) among our Live Partners
- Identify and disseminate best practices and pitfalls
- Represent 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 obstacles.
- Develop a success strategy for ensuring customer success
- Identify areas and consider solutions for improvement/optimization within Alpaca
- Deliver QBRs and executive reports that align customer goals to platform outcomes.
- Own the full customer lifecycle post-signature: onboarding, activation, expansion, and renewal.
- Collaborate cross-functionally with Product, Sales, and our Broker Dealer to leverage process understanding to champion partner needs and influence roadmap priorities.
Requirements
- We're deeply committed to open-source contributions and fostering a vibrant community, continuously enhancing our award-winning, developer-friendly API and the robust infrastructure behind it.
- experience leading to successful outcomes. This role supports Alpaca’s B2B offerings, helping customers launch US securities and crypto trading apps worldwide. Your Role:
- experience leading to successful outcomes. Reporting to the Director, Success, this role supports Alpaca’s B2B offerings—you will help customers launch trading apps and open financial services to everyone on the planet.
- Serve as a trusted advisor to customers’ leadership teams, aligning Alpaca capabilities to their go-to-market strategy.
- Who You Are (Must-Haves): 4-6 years of
- experience in a customer success role, managing customer relationships
- Understanding of and
- experience with key technology concepts, such as SaaS and APIs