Expert Success, Manager

AlphaSights; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dynamic individual to join their Platform Access team in London. This role focuses on enhancing the expert experience by addressing complaints, improving satisfaction, and building the company's brand reputation. You will leverage your problem-solving skills to identify root causes and implement solutions while mentoring a team of Associates. If you thrive in a fast-paced environment and are passionate about influencing positive change, this opportunity is perfect for you. Join a company that values innovation and strives to be the best partner for experts and executives.

Qualifications

• 3-5 years of experience in a people-facing role with a proactive mindset.
• Strong communicator with the ability to influence and build consensus.

Responsibilities

• Solve expert complaints promptly and professionally.
• Analyze reasons why experts decline to work with AlphaSights.
• Supervise and train Associates handling expert-related requests.

Skills

Problem-solving

Communication

Analytical skills

Leadership

Education

Bachelor's Degree

Tools

AI tools

Job description

Department Overview

Platform Access is a small, high-impact team dedicated to improving and enriching experts’ experience with AlphaSights and our clients. Our team aims to establish AlphaSights as the leading partner for experts and executives in the industry. We do this by building relationships with C-Level Executives, improving our understanding of experts’ experience, supporting the organisation in increasing expert satisfaction, and ensuring that AlphaSights team members continue to treat experts professionally.

Role & Responsibilities

AlphaSights engages thousands of experts successfully every day, but some of them experience frustrations and difficulties during our process. Ensuring any escalations, complaints, or issues are handled promptly and intelligently, as well as aiming to reduce their recurrence, is a priority for AlphaSights. Failing to handle these successfully erodes our reputation and harms our ability to deliver the best experts reliably to clients. Your goal is to solve these issues as they arise, coach and guide colleagues on best-in-class expert treatment, identify root causes, and devise solutions to mitigate them in the future. This is a frontline role, personifying and representing the AlphaSights’ brand in front of a critical stakeholder group and acting as an example for colleagues who need support in de-escalating issues. This role also presents the opportunity to use AI tools to make efficiency and productivity gains as AlphaSights scales.

Key responsibilities include:

1. Solve expert complaints promptly and professionally in coordination with compliance, finance, legal, and our Client Service Team (CST).
2. Raise overall expert satisfaction levels by providing leadership with visibility on expert engagement standards across AlphaSights.
3. Analyze reasons why some experts decline to work with AlphaSights, help maintain these experts within our network, and develop strategies for retention.
4. Help build AlphaSights’ online expert-facing brand reputation and respond to expert reviews about AlphaSights.
5. Identify opportunities and execute initiatives to improve AlphaSights’ trust and awareness amongst relevant prospective experts.
6. Identify patterns and trends in expert and CST data that provide insights into the expert experience and how AlphaSights can improve.
7. Work alongside Product team colleagues to provide input on the expert technology roadmap and improve the expert workflow with AlphaSights.
8. Supervise, train, develop, and manage Associates who handle daily expert-related requests and questions.

Ideal Candidate Profile

• 3-5 years of successful business experience, ideally in a people-facing role. Self-starter, proactive mindset, with the ability to identify problems, create a structure for themselves, and is excited by a broad remit.
• A natural and savvy communicator with the ability to influence, persuade, and build consensus across a range of organizational levels and functions.
• Comfortable and confident dealing with escalated situations where a poised and composed mindset is critical.
• Detailed and impactful written and verbal communicator with a precise eye for detail.

AlphaSights is an equal-opportunity employer.