Who We Are: Alpaca is a fast-growing series B fintech company that's raised over $120 million in funding.
Alpaca is an API-first stock and crypto platform that enables developers and businesses across the world to build trading algorithms, applications, and brokerage services.
Our globally distributed team consists of developers, traders, and brokerage specialists, and is backed by prominent investors, including Portage Ventures, Spark Capital, Tribe Capital, and Y Combinator.
We are enthusiastic about open source contributions and community building.
The Alpaca Team: We have 150+ globally distributed (remote) team members who love to work from their favorite places in the world. We have team members based in the USA, Canada, Hungary, Japan, Brazil, Spain, Philippines, Nigeria, UK, and more! We love candidates who have a passion for making a global difference in financial services and technology.
Your Role: As a Customer Success Manager at Alpaca, you are the front line in our pursuit of enabling financial markets access for everyone. You'll work with our partners (customers) from launch through renewal, ensuring they have a positive experience leading to successful outcomes. Reporting to the VP, Sales and Success, this role supports Alpaca's B2B offerings.
Things You Get To Do: Act as primary contact for B2B/enterprise customers, accountable for driving healthy relationships throughout the customer lifecycle.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 and monitor their progress.Work with partners to accurately forecast growth and monitor progress towards shared goals.Drive adoption of Alpaca features among our Live Partners.Identify and disseminate best practices and pitfalls.Represent the partner internally across multiple groups (marketing, product, operations, etc.).Maintain positive relationships, internally and externally, to drive overall success.Provide internal communication and reporting on overall account status, health, and risk.Develop a success strategy for ensuring customer success.Identify areas for improvement/optimization within Alpaca.Ad-hoc duties and responsibilities as assigned.Who You Are (Must-Haves): 4-6 years experience in a customer success role, managing customer relationships.US region hours.Understanding of key technology concepts, such as SaaS and APIs.Exposure to, or employment with, large and small companies.A dedicated interest in Alpaca's mission to enable financial services access to everyone.Ability to work remotely and independently.Flexibility to help drive Alpaca's growth.Desire to learn.Ability to manage customer relationships across various sized companies.Who You Might Be (Nice-to-Haves): FinTech experience is a plus, especially with broker dealer business.Startup mindset for a fast-paced, high-growth environment.Experience working with international B2B clients.Multi-lingual in English, Spanish, and Portuguese.How We Take Care of You: Competitive Salary & Stock Options.Benefits: Health benefits start on day 1, including Medical, Dental, Vision, and supplemental health care in Canada.New Hire Home-Office Setup: One-time USD $500.Monthly Stipend: USD $150 per month via a Brex Card.Work with awesome hard-working people and innovative partners from around the world.Alpaca is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.
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