Location: New York, NY

Reports to: Head of Customer Success


About AlphaSense: 

AlphaSense provides an AI-based search engine for market intelligence, used by the largest and fastest-growing firms globally. Our mission is to curate and semantically index the world’s market and company information, including the vast high-value content sets that traditional web search engines cannot reach. With 1000+ enterprise clients, AlphaSense helps knowledge professionals become dramatically more productive, and gain an information edge by discovering critical data points and trends that others miss. 


The Role: 

The associate product specialist role marries the technical knowledge of our solution with a deep understanding of the markets to ensure that users, across all of the segments and business units that we work with, are realizing maximum value from the platform. The team is heavily relied upon to contribute excellent customer service, which ultimately maximizes prospect and customer health. In order to learn our business and customer inside and out, this team acts as our first line of support.  This role spearheads usage and engagement with our largest client segment and partners with our product management and engineering teams in determining future product developments that will resonate with the market. The associate product specialist role is an excellent launching off point for a career that will grow as quickly as our high growth start-up. 


Who You Are: 

  • An intelligent, articulate, consultative and confident client facing professional

  • You possess a high aptitude and willingness to learn. Because of our diverse base of clients, much of the technical knowledge required to succeed will be learned on the job

  • You have an innate ability to distill and explain complex issues in simple terms

  • Must have the personal motivation and ability to contribute to a dynamic and entrepreneurial team culture

  • You have a superior ability to develop rapport with new people, and to maintain relationships, combined with a positive and proactive personality

  • You are an energetic and creative individual, possessing natural curiosity with the ability to learn quickly and adapt

  • You have effective time management and task prioritization when under pressure

  • You have the ability and interest to work autonomously, and for a small fast-growing company. Someone can genuinely "make the role their own", so looking for highly motivated proactive individuals who make things happen, and want to play a large role in the company’s success


What You’ll Do:

  • Customer Support: Associate product specialists field support calls, emails, and chats, locally resolving as much as possible. They will port tickets out to appropriate teams when needed, and will retain their position as the customer’s point person through resolution.

  • Sell-Side Customer Usage: The team works hand in hand with our equity research clients, training and advising on projects with our largest client pool in order to drive usage and hit adoption targets

  • Product Feedback and Direction: Because of our product specialists’ deep understanding of both our product and customers, they are in a position to field feedback and identify product opportunities, and relay that information across the organization (account management, account executives, product, management, marketing). 

  • The role offers cross-functional exposure across our business, consequently providing you with great exposure to the different areas you may want to develop your career in, as you grow with us.

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