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Director, Customer Engagement

3 months ago

New York, United States Alethea Full time

**About Alethea**
- Please note it is preferred that applicants reside in the Washington D.C. or New York City area_

Founded in 2019, Alethea is a tech company that detects and mitigates instances of disinformation and social media manipulation to help clients navigate the new digital reality. We protect clients from the threat of disinformation that targets brands, reputations, employee safety, or financial bottom lines through our industry-leading investigation and remediation services.

**Position Summary**:
As a Customer Engagement Director you will play a pivotal role in driving utilization, time to value and long-term success with our Artemis platform. You will oversee all client onboarding & training, on-going engagement and embody the Voice of Customer to internal product, design and data science teams. This is a high-impact role that will drive direct client outcomes and help shape the future of our product.

**Key Responsibilities**:

- **Customer Onboarding & Training**
- Manage the entire client onboarding process from first touch to graduation
- Build out processes and systems to ensure we can scale onboarding effectively
- Establish and drive onboarding sessions for all new clients and users
- Create and continuously improve a variety of on-going training and education resources, including user guides, topical guides, video tutorials, webinars, and e-learning modules
- Coordinate with sales and client leads to ensure smooth handoffs and client alignment
- **Customer Engagement, Support and Communications**
- Develop and execute strategies to drive user engagement and drive value
- Responsible for the creation and delivery of workshops, webinars, and other events to educate on best practices
- Develop and maintain support resources, such as troubleshooting guides and FAQs
- Collaborate with technical support to efficiently resolve client issues and bugs
- Drive all customer communications around new features, updates and events
- Monitor client satisfaction and adoption metrics, using data to drive continuous improvement and ultimately customer lifetime value
- Collaborate with product teams to align content with product updates and new features
- **Voice of Customer**
- Understand customer needs and pain points to influence the customer journey
- Capture structured feedback, NPS and other insights - both passively and actively
- Analyze quantitative and qualitative feedback to drive key insights for product evolution

**Qualifications**:

- Bachelor's degree in Business, Marketing, Communications or related field.
- Minimum of 12+ years of experience interfacing directly with customers in a consultant, customer engagement, customer success, or a related role
- Experience supporting analytics, social media monitoring or threat detection platforms
- An operator with a strategic mindset who can keep the process moving AND continuously improve it as you go
- An owner's mentality to drive a holistic process that nets out in client outcomes, not outputs
- Excellent interpersonal and communication skills, with the ability to build positive relationships at all levels of the organization.
- Experience with B2B SaaS product strongly preferred
- Bonus points for expertise in disinformation and social media manipulation

**Compensation and Benefits**
- Salary and stock options are negotiated based on experience.
- Healthcare at the gold-tier level, dental, and vision is fully funded by the employer. 50% of dependent coverage is provided by the employer.
- Unlimited vacation, sick leave, including office closure between Christmas and New Year's, and extended holidays at Thanksgiving and the 4th of July.
- Employer sponsored 401k with a 3% match. Hybrid work environment, with 3 days per week required in office in Washington, D.C or New York.

Alethea is an equal opportunity employer that encourages people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply. We are committed to being an inclusive place to work, while maintaining a workforce that represents the communities we serve.