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Technical Client Success Associate (Graduate Entry Level)

Responsibilities

What are we looking for?

The Client Success role is critical to the overall success of ALPIMA. We are looking for individuals who are creative, resourceful and self-starters to join the team.

Graduates must seek to understand and surface client’s business priorities, breakdown challenges, apply logic, and identify the most effective ways to support the client.

This role is focused primarily on Production support and associates are often ‘the bridge’ between developers and business users.

Associates quickly become equipped with extensive business knowledge, as well as technical skills which opens up further career development opportunities in client success, product or project management.

Key Responsibilities

  • Client facing support role primarily responsible for resolving issues and providing system support to help retain and grow our client base
  • Day-to-day running of platform such as data management and health-checks
  • Provide analysis and collaboration with team members, wherever possible, to achieve a first-time fix service to customers
  • Triage any escalation issues and liaising with other departments as necessary to resolve these cases - assisting with training requirements of the team based on issues sent to triage
  • Providing production application support, ensuring incidents and service requests are responded to in a timely manner. Where a resolution is not immediately available, client expectations should be managed accordingly with regular contact and updates
  • Implementing operational processes to make manual and systematic tasks more efficient (e.g., excel macros / vba)
  • Maintenance of client specific training and user guides / support material
  • Maintaining operational documents on Confluence
  • Maintains ownership of client issues as they are escalated to product specialists
  • Use of professional software to provide high-quality reports aimed at clients and senior management (e.g., service level reporting)
  • Log calls / document support activities, customer issues and resolutions for reference purposes (knowledge base)
  • Work closely with pre-sales team to setup and support platform trial users
  • Collect and document client feedback for product improvements
  • Analyse industry trends and market demands to recommend product enhancements
  • Conduct regular retention analysis of ALPIMA client book of business that provides insights into performance and key client engagement metrics
  • Ensure a friendly and professional end to end customer experience, to agreed timescales
  • Maintaining a view on new technologies and automations that could benefit the use of our applications and to help deliver greater efficiencies to our business users

Requirements

Things you should have:

  • Degree in a STEM subject
  • Customer facing internship or other professional experience
  • Strong MS Excel skills for insight analysis and business dev presentations
  • Ability to work under pressure handling multiple tasks to ensure timely completion of all activities
  • A logical approach to interpreting data, making recommendations, and proposing solutions
  • Excellent listening skills to fully understand customer needs and frustrations
  • Ability to effectively problem solve, prioritize and escalate customer issues
  • Outstanding interpersonal and service orientation skills, demonstrating a positive, can-do attitude
  • Outstanding verbal & written communications
  • Ability to adapt to rapidly changing environment and requirements

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