Customer Success - Enterprise Engagement Manager
Washington, DC
Client Solutions /
Full-time /
Hybrid
About Alloy.ai
At Alloy.ai, we work with consumer goods companies that make the products we eat, wear, and use every day, as well as the ones we occasionally splurge on. We’re tackling a real and complex problem for them—managing supply and demand in the face of constantly changing customer behavior, highly complex supply chain networks, 40-year-old data standards and labor-intensive manual processes.
Alloy.ai is a fast-growing, well-funded startup with an expanding presence across the world. Our team hails from successful startups, leading tech companies and Fortune 100 enterprises. We believe deeply in fostering individual ownership, iterating to excellence, focusing on what matters, communicating openly & respectfully, and supporting one another.
We encourage people of all backgrounds to apply. Alloy.ai is committed to creating an inclusive culture, and we celebrate diversity of all kinds.
About The Role
We are looking for an Engagement Manager for our Client Solutions team. You will lead some of our most strategic customer engagements, with the core objective of delivering business value.
At Alloy, we value our customers above everything else. We believe that the success of the companies we work with, and of the individuals within them, is perhaps the single most important and valuable indicator of our product’s performance and our own potential. Every part of the organization works toward this objective, and Client Solutions takes the lead.
In this role, you will be the face of the company for some of our key strategic customers. You will understand their needs and priorities, translate them into attainable objectives and successfully execute against them. You’ll get exposed to diverse issues, gaining the experience in supply chain analytics to help lead client engagements. You'll help us build a deep understanding of key metrics used by different retailers and trade partners across the supply chain and with this knowledge, you’ll drive increased profitability for our customers with their ability to make faster and more informed decisions.
The knowledge you accumulate as you interact with customers will be foundational to influencing Alloy’s product roadmap, value statement, and market positioning.
About You
You thrive in a small team where you can make a big impact. You are confident in your toolkit and experience, but you also love to pick up new skills and knowledge.
You are a fast learner, ready to prove yourself in a challenging role with the expectation that you will rapidly pick up increased responsibilities.
You have an innate drive to be successful. You want to take initiative, tackle new obstacles and solve problems we have not encountered before. Each problem you solve will leave a mark, shaping the future of our company’s strategy.
You don’t shy away from even the most challenging problems and are relentless in always looking for better solutions. You pursue your personal objectives, but you are also comfortable working with an engineering-oriented team towards common goals. When you know a better way, you voice your opinion.
You are naturally drawn to analytical work but also think strategically and foster relationships. You can naturally switch between detail-oriented execution, communication with all involved parties, and prioritization based on added value.
You think big and want to change the way an entire industry operates.
What You'll Do
- Lead, manage and grow Alloy’s strategic customers. You will work primarily with large corporations, supporting VP to C-level stakeholders to formulate strategic objectives, deliver against them at a fast pace, execute analytical work to show tangible ROI, while also identifying and training a “core team” of customer users.
- Act as the primary point of contact for assigned customers from kickoff through and including renewal.
- Collaborate with customers to create long-lasting business connections, strengthening all customer relationships and building them into true business partnerships.
- Support customers through implementation, training and onboarding, working closely with cross-functional Alloy.ai teams to ensure reporting and data are accurate and align with customer objectives.
- Deliver against valuable short term objectives and keep new and ongoing projects on track.
- Monitor customer activity and meet with stakeholders on a recurring basis to improve customer understanding, drive business, and discuss areas of improvement.
- Surface and drive expansion opportunities with existing customers through a consultative mindset in partnership with Sales and the Executive team.
- Work with a group of “core users” through relationship management, training and support, to make Alloy.ai a trusted and integral part of the customer’s regular course of business.
- Conduct business value reviews to grow and retain book of business.
- Execute and present value-driving analysis in Alloy.ai and, in collaboration with users, turn these into repeatable processes at customer organizations
- Act as the internal “voice of the customer”, gathering and prioritizing user feedback, translating ideas and obstacles into actionable, engineering-friendly development requests.
- Work cross-functionally to partner on product and marketing initiatives as well as help drive scale as our business grows.
- Be a leader to other Customer Success Managers on the team, coaching and mentoring others.
What We're Looking For
- 4+ years of experience in SaaS customer success, management consulting or related analytical, consultative, client-facing fields.
- Exceptional analytical problem-solving skills, with the ability to understand technical details while staying focused on business objectives.
- Demonstrated senior selling skills within consultative projectsSuperior academic record in a quantitative field.
- Outstanding project management, organization, work ethic
- Highly motivated, self-directed, team playerAbility to build long-lasting relationships with senior executives and functional managers, acting as a trusted outside resource for problem structuring
- Ownership mindset demonstrating drive, initiative, energy and a sense of urgency
- Able to thrive in a small team with a highly dynamic work environment, switching rapidly from strategy to execution
Role is a hybrid based in Denver, CO; Washington, DC; Vancouver, BC. Hybrid is defined by our company as 3+ days/week in the office when not on vacation. Remote employees will not be considered for this role.
