CUSTOMER SUCCESS ANALYST

Altvia is seeking a passionate candidate for our Customer Success Analyst role who is interested in  solving customer problems using technology. The successful candidate will combine organizational, analytical, and relationship building skills with technical abilities to deliver service to our clients that will keep them delighted with our company and our products.

The success of our customers is crucial to the success of our company. As a Support Analyst, you will become a product expert and work with our clients to resolve issues that arise with our platform. You will collaborate closely with our Solutions Consultants, Customer Success Managers, and Product Managers to ensure that our customers get help from the right resources at the right time.

Our customers are high-performing, high energy and, in turn, high expectation people. It takes dedication to keep them happy. If you are motivated by solving complex problems and developing meaningful relationships as a trusted advisor, you will thrive in this role.  

About us:

Altvia is a premier Salesforce.com partner that operates at the intersection of finance and technology. We deliver software solutions for Private Equity Fund Managers and Investors. Our primary product offerings include pipeline management, portfolio tracking, investor correspondence, and secure sharing of documents with external parties.

What you’ll do:

• Provide troubleshooting, coordination, issue resolution and follow up related to cases submitted by our customers. Examples include: Salesforce.com workbench configuration, AppExchange Integrations, Processes/Workflows, Security/Sharing Configurations, Salesforce Reports, and Data Structure.

• Deliver support via email, phone, web-ex, creating thorough documentation of solutions using Salesforce.com and desk.com case management systems.

• Maintain knowledgebase content in Desk.com and build out new content based on customer interactions and the evolution of our product suite in collaboration with Product and Customer Success teams.

• Bring a deep understanding of our products to every customer interaction to encourage customer retention and growth.

• Provide support that goes beyond break / fix. Treat every case as an opportunity to educate customers and engage them with our products.

• Lead customer training.

• Collaborate internally with Customer Success, Product, and Sales to ensure the customer voice is heard throughout the organization.

• Contribute to internal initiatives that improve process and organizational effectiveness.

What you bring:

• At least one year of experience in a customer facing role with a software or technology company, bachelors degree or equivalent experience.

• A unique combination of strong technical acumen and a motivation to provide exceptional customer experiences.

• Your written and verbal communication skills are stellar. You have a unique ability to be concise, persuasive, and empathetic at the same time.

• You are an expert problem solver and like to get to the root cause and provide service beyond break/fix.  

• You know and love Microsoft Excel, and have the ability to zoom out of the minutia to recognize whether an input will result in the desired output.

• You have a basic understanding of relational databases.

• An ambitious attitude and a desire for continuous improvement.

Bonus points for:

• An understanding of Private Equity / Alternative Asset management.

• Experience using and supporting Salesforce Lightning Experience.

• Experience configuring Salesforce.com instances.

What Altvia Provides:

• Competitive compensation package including 100% paid coverage for the employee for Health, Dental, Life, Disability benefits.

• An amazing company culture that shines through in a new office that includes foosball, ping pong, onsite yoga classes, a full kitchen for enjoying great food and drinks together and much, much more.

• Opportunities for professional development in a dynamic, fast-paced environment. Our analysts have moved into consulting, customer success, and product roles within the company.

• Opportunity to work for an entrepreneurial company in an exciting phase of growth.  

• 401k and participation in equity plan after a waiting period.