Manager, Customer Operations
Manager, Customer Operations
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$ 90000 - 105000
1 Vacancy
Job Description
About AlphaSense:
The worlds most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research company filings event transcripts expert calls news trade journals and clients own research content.
The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AI-driven market intelligence. Together AlphaSense and Tegus will accelerate growth innovation and content expansion with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 6000 enterprise customers including a majority of the S&P 500. Founded in 2011 AlphaSense is headquartered in New York City with more than 2000 employees across the globe and offices in the U.S. U.K. Finland India Singapore Canada and Ireland. Come join us!
Location: Chicago IL
Reports to: Director of Customer Operations
About the Team:
At Tegus by AlphaSense we work directly with some of the worlds most well-respected institutional investors corporations and consultancies each day by providing real-time industry experts so they can make investment decisions faster. We are persistent have a strong work ethic and make decisions with our customers top of mind.
Join a dynamic and results oriented team responsible for overseeing the day-to-day operations of our Expert Call Services.
About the Role:
The Customer Operations Manager will be responsible for coaching Analysts on achieving and exceeding their monthly call quotas and providing exceptional service in a fast-paced high energy and collaborative environment.
This person will also coach Client Research Managers (CRMs) to identify opportunities in order to increase engagement and call volume within their customer base in a high-energy and collaborative environment while modeling and instilling AlphaSense values and culture in their team.
Who you Are:
- 2 years of experience in people management.
- Proven customer-facing experience with a track record of understanding client needs and cultivating lasting relationships.
- Ability to effectively train coach and mentor a team to ensure delivery of world-class service.
- Exceptional communication and interpersonal skills capable of building relationships at all levels.
- Open-minded and curious listener who is able to pick up context quickly and can navigate ambiguity to get to the heart of the problem.
- Self-starter attitude who can initiate and drive projects to completion with minimal guidance.
- Ability to handle multiple tasks and assume responsibility for quality results with minimal supervision.
- Undergraduate with a bachelors degree preferred.
What Youll Do:
- Develop manage and incentivize Analysts & Customer Research Managers in achieving and exceeding key metrics.
- Coach Analysts & Client Research Managers to deliver unmatched service and communicate professionally with customers and experts.
- Interview hire and develop (post-onboarding training) a team of Analysts who ramp to full contribution within 12 weeks.
- Compile team reports conduct 1:1s and conduct regular quality assurance reviews.
- Work closely with Senior Managers/Director of Operations to provide feedback and execute on department-wide initiatives.
For base compensation we set standard ranges for all roles based on function and level benchmarked against similar stage growth companies and internal comparables. In order to be compliant with local legislation as well as to provide greater transparency to candidates we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors including candidate experience/expertise and may vary from the amounts listed below.
You may also be offered a performance-based bonus equity and a generous benefits program.
Base Compensation Range
$90000 - $105000 USD
AlphaSense is an equal-opportunity employer. We are committed to a work environment that supports inspires and respects all individuals. All employees share in the responsibility for fulfilling AlphaSenses commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race color sex (including pregnancy) national origin age religion marital status sexual orientation gender identity gender expression military or veteran status disability or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense including recruitment hiring training advancement and termination.
In addition it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws regulations and ordinances where a particular employee works.
Recruiting Scams and Fraud
We at AlphaSense have been made aware of fraudulent job postings and individuals impersonating AlphaSense recruiters. These scams may involve fake job offers requests for sensitive personal information or demands for payment. Please note:
- AlphaSense never asks candidates to pay for job applications equipment or training.
- All official communications will come from an @ address.
- If youre unsure about a job posting or recruiter verify it on ourCareers page.
If you believe youve been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of AlphaSense pleasecontact us. Your security and trust matter to us.
Required Experience:
Manager
Employment Type
Full Time
