Client Onboarding and Success Manager - Alloy

Alloy is where you belong! 

Alloy solves the identity risk problem for companies that offer financial products by enabling them to outpace fraud and confidently serve more people around the world. Banks and Fintechs turn to Alloy to take control of fraud, credit, and compliance risk, and grow with the clearest picture of their customers.  

Through our values: Be Bold, Get Scrappy, Collaborate, and Celebrate Our Differences, we are creating a workplace where you can grow, thrive, and belong. See how we’ve been continuously recognized and named one of Inc.Magazine’s Best Workplaces, Forbes America’s Best Startup Employers, Best Fintech to Work for by American Banker, year after year. 

Check out our investors and read more about us here. 

Why we're hiring

We seek a skilled and motivated Client Onboarding and Success Manager to join our team and spearhead our efforts in ensuring a seamless transition for new clients and providing continuous strategic engagement to existing ones. This role requires a blend of leadership, technical expertise, and a passion for delivering outstanding customer experiences.

What you’ll be doing 

• Strategic Planning:
  • Develop and execute comprehensive strategies for customer onboarding and project-level support, aligning with company goals and objectives.
  • Continuously evaluate and refine processes to optimize the onboarding experience and support services.
• Customer Onboarding:
  • Oversee the onboarding process for new clients, ensuring a smooth transition from initial setup to full utilization of our products.
  • Collaborate with cross-functional teams, including sales, product development, and implementation, to coordinate onboarding activities and address client needs effectively.
  • Maintain project timelines - setting and balancing expectations - identifying risks to the timeline throughout and mitigating with customers or internal teams when necessary.
  • Optimize the implementation process - including the use of new tools to enable the process to move more efficiently.
• Strategic Engagement:
  • Collaborate with each client to establish measurable outcomes, KPIs, and communication routines to review results and prioritize strategies to support continuous improvement models.  For top accounts lead QBR / SBRs to align roadmaps across both teams.
• Customer Advocacy:
  • Serve as a primary point of contact for escalated customer issues, demonstrating empathy, patience, and problem-solving skills to ensure timely resolution.
  • Advocate for customers internally, representing their interests and feedback to inform product development and service enhancements.
• Documentation and Training:
  
  • Create and maintain comprehensive documentation, tutorials, and training materials to empower clients to maximize the value of our solutions.
  • Conduct training sessions and workshops for clients to facilitate adoption and proficiency with our products.

Who we’re looking for

• Bachelor's degree in Business Administration, Computer Science, or a related field (or equivalent experience).
• 5+ years of Client Success, Account Management, or related roles.
• Proven experience in a customer-facing role, focusing on onboarding and client success within a SaaS environment.
• Strong leadership skills with the ability to motivate and lead cross-functional teams 
• Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical audiences.
• Experience implementing and optimizing support processes and systems, such as ticketing platforms and knowledge bases.
• Analytical mindset with the ability to leverage data and metrics to drive decision-making and improve service quality.
• Customer-centric mindset with a passion for delivering exceptional experiences and building long-lasting relationships.

We're a lean team, so your impact will be felt immediately and opportunities for growth are abundant at our scaling company. If this all sounds like a good fit for you, why not join us?

At Alloy, we strive to attract and retain talent with a total rewards program that is competitive with other organizations of our size and stage. We are committed to ensuring each new team member has what they need to be successful in their role with a balanced range of compensation, equity, perks, and benefits. We actively share our philosophy with employees, with the goal of fostering openness and clarity. Finally, we work to administer our philosophy and drive consistency in order to promote equity and monitor the fairness of outcomes.

Benefits and Perks

• Unlimited holiday and flexible work policy
• Pension with employee contribution
• Up to 100% compensation for 16 weeks of parental leave
• Home office stipend for new employees
• Annual £900 learning & development stipend
• Equity plan 
• Uncapped commissions 
• Training programs to help foster growth (Alloy Foundations, Alloy Lead, Etc.)

How to Apply

Apply right here! You've found the application!

Alloy is proud to be an equal-opportunity workplace and employer. We’re committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status. We are committed to an inclusive interview experience and provide reasonable accommodations to applicants with visible and invisible disabilities. We encourage applicants to share needed accommodations with their recruiter.

Last updated: 6 days ago