As a Customer Success Associate for the EMEA region, you promote the power of our platform to help organizations build better products, deliver better services and achieve better business outcomes via the use of their insight communities and research platforms.

You are the day-to-day contact for our customers and are responsible for driving customer adoption and success, educating them on best practices that enable them to drive stronger and more engaged customer relationships through our platform.

You will also work with Senior and Principal Customer Success Managers to support the delivery of our Customer Success programme across our most strategic and high value customers, learning from the best in the business as you go!

You will also work with the whole team identifying opportunities and supporting the execution of local 1:many customer activity, helping us bring our platform and use cases to life in creative and scalable ways.

Job Responsibilities:

• Be a Trusted Advisor: Develop and manage relationships with your book of business of UK and French accounts, maintaining a real time understanding of your customers and their adoption of our platform and making proactive suggestions for improvements.
• Become an Insight Community Expert: Inspire our customers to think strategically about how our platform can support their business needs. Lead regular reviews with customers on their goals, obstacles, insights and opportunities to evolve their insight community programmes. Deliver workshops to support implementation & enable customers on best practice and identify opportunities for further product enablement
• Develop Commercial Acumen: Learn how to manage renewal processes and identify opportunities to cross sell and upsell customers on additional research technology or managed services
• Account Planning: Maintain account and action plans to address risk and growth opportunities by deeply understanding your customers needs, internal structures and business cycles.
• Industry Expertise: Stay abreast of industry trends, share insights with clients and maintain an understanding of Alida’s competitive landscape in EMEA.
• Strategic Account Support: As well as your own book of business, you will support and learn from Senior CSMs in the UK and France, managing high value strategic accounts of up to $1.5m in revenue with programmes spanning multiple geos and business units.
• 1:Many Activity Support: Identify opportunity to scale expertise with our local events, webinars, content and promos and help support the execution.

Who are you?

• This is a good role for a second or third job candidate with 1 – 3 years of professional experience. You might have experience in Customer Success, or you might be looking to pivot into Customer Success or Technology from another client facing or client side role.
• We are looking for people with language skills, ideally a French speaker for this role, but if you fit the bill on all other accounts, please feel free to apply.
• You might have experience in B2B Saas, Market Research, Insights, UX or CX space
• Proven ability to work in a high energy and fast paced environment with cross-functional teams (Sales, Product, Marketing etc.)
• You are a strategic thinker and have a solution oriented approach to challenges
• You have a dynamic presence with excellent written and verbal communication skills and with the ability to engage, persuade and sell concepts
• You can work on own initiative but are also a team player who is able to collaborate effectively

Additional information:

• The expected salary range for this role in London is £40,000-£50,000 per annum, depending on experience. This will be determined through the interview process.
• This is a hybrid role based in our London office, with two days per week expected in office.

The Good Stuff:

+ Amazing growth and learning opportunities with a fast-growing Canadian SaaS company that is a world leader in its industry.

+ Best-in-class company paid benefits including medical, dental, pension matching and more.

+ Attractive annual leave policy: In the UK, you are entitled to 28 days annual leave per year.

+ Summer Fridays: Fridays are a day off during July and August. To help provide better balance in the summer months focusing on employee wellness.

+ Recognized as one of the Best Workplaces™ in British Columbia for 2024 by Great Place to Work

+ Recognized in 2023 as one of the Best Workplaces for Women®

+ Recognized as a Top Employer by British Columbia's Top Employers 2023

About Alida

Alida believes in a world where customers are respected as the ultimate source of truth. Because knowing the whole truth about your customers can help companies make better decisions and drive long term loyalty and growth.

That’s why Alida helps innovative brands create highly engaged research communities to gather feedback that empowers better customer experiences and product innovation.

Leading companies like HBOMax, Adobe, Warner Bros. Discovery, Twitch and lululemon depend on Alida’s community-centered research platform to deliver fast and reliable customer feedback at scale so they can build better products, refine user experiences and test marketing campaigns.

Learn more at www.alida.com.

We can’t wait to meet you!

We understand that applying for a new position takes effort and want to thank you in advance for taking the time to introduce yourself.

At Alida, we’re dedicated to fostering an environment where our employees feel heard, valued and included.

We believe that a diverse team is a core pillar in building better products and services for our global customers and we strongly encourage applications from all people regardless of race, religion, gender, age, disability status or sexual orientation. Even if you don't meet every single one of the stated requirements but you are excited about this opportunity, we'd love to hear from you anyway. Our Talent Acquisition team will review your application for this role, and others we may have open now or in the future.

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Alida has an accommodation process in place to provide reasonable accommodation to employees, and to qualified job applicants with a disability during the hiring process. If you require accommodation because of a disability or medical need, please contact accommodations_hiring@alida.com so that arrangements can be made for the appropriate accommodations to be in place.

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