Client Support Specialist
Alkemics is a B2B business platform enabling retailers to discover, negotiate and launch new products from their 1000+ suppliers.
With 98 out of the top 100 CPG manufacturers (Nestlé, Unilever), the 7 largest retailers in France (E. Leclerc, Carrefour, Casino, Auchan, U-Enseigne, Cora, Metro…) and 4 of the largest UK retailers (Tesco, Ocado, Waitrose, Sainsbury) using the platform, Alkemics now holds a very strong and unchallenged position in the French and UK market.
Alkemics disrupted the space with a fully digital platform where brands create and share their product catalog. Retailers can explore those catalogs and run business workflows, searches or reportings to select, negotiate and list those products in their assortment. Once a retailer is on-boarded, invites are sent to that retailer’s suppliers to join the platform on a freemium basis, enabling quick network growth.
In May 2021, Alkemics was acquired by Boston-based commerce experience management platform Salsify.
Salsify empowers brand manufacturers to win on the digital shelf by delivering the commerce experiences consumers demand anywhere they choose to shop online. The world's biggest brands including Mars, L'Oreal, Coca-Cola, Bosch, and GSK use Salsify every day to stand out on the digital shelf. To date, Salsify has raised a total of $198.1 million in funding, led by Warburg Pincus, Venrock, Matrix Partners, Greenspring Associates, Underscore VC, and North Bridge.
With this acquisition, Salsify furthers its position as the only global CommerceXM platform featuring both the ability to truly support customers worldwide and the largest product and engineering team. The fastest-growing company in the space, Salsify will cross $100M ARR by mid-2021, have about 600 employees, and have offices in Boston, Lisbon, and Paris. The combined solution will power open collaboration and content exchange between suppliers and retailers, resulting in superior product experiences everywhere consumers shop.
At Alkemics, every day is different, but your main missions will include:
- Acting as the first point of contact for the users of the Alkemics' platform : answering requests, solving incidents, training, etc...
- Helping the sales and marketing teams in their relation with our clients
- Participating in the development of the product by sharing user feedback
- Monitoring and enhancing the platform in collaboration with the development team
- Increasing support team efficiency with better tooling and industrialization
Requirements
What we're looking for in you:
In your everyday life, you're the go-to person for proofreading essays and presentations among your friends, and you have a sensitive eye to that extra space. You have above average empathy, capable of staying calm when people lose it. You're incapable of sleeping until you have reached Inbox Zero. Your family comes to you for any tech-related problem, and you're capable of walking them through a solution over the phone.
Sounds like you? Great! Please read on!
- Fluent in English. AND French OR Dutch OR German
- Perfect written and verbal communication skills
- a successful Client Support experience, in a SaaS environment is a bonus
- You've already worked in a client-facing role, and know how to go above and beyond to achieve client smiles
- Stability and achievement – proven history of being a consistent top performer
- Strong problem solving and analytical skills
- Familiarity with working in a global environment/culture
- Logical approach, data-driven, organized, conscientious and careful
- Ability to multitask and work effectively under pressure, providing solutions in a tight deadline
BONUS
- ITIL Certification or awareness, Agile methodology understanding
- Some experience using Salesforce / Jira / Confluence / GSuite
- You know your closest hypermarket like the back of your hand, aisle by aisle