Customer Success and Lead Management Optimization Specialist

The Role

Alcove is seeking a dynamic individual to fill the role of Customer Success and Lead Management Optimization Specialist. This position will play a crucial role in both the pre-sale and post-sale cycles, focusing on enhancing customer relationships, optimizing lead management processes, and driving revenue growth through effective engagement strategies. The ideal candidate will have a strong background in customer relationship management, with a keen understanding of how our product can address customer needs and drive business growth.

About the Company

Backed by Menlo Labs, a startup studio within Menlo Ventures, Alcove is a leading procurement management SaaS application designed for interior design professionals. Our mission is to streamline the workflow of sourcing, managing, and tracking project products across various vendors and freight carriers.

What you'll do

• Develop and nurture effective communication channels with leads and customers throughout the sales cycle, from initial contact to post-purchase support.
• Optimize lead management processes, including lead qualification, conversion analytics, and outbound sales calls and outreach.
• Oversee the entire sales cycle from lead to pain point identification, ensuring a seamless transition from pre-sale engagement to post-sale success.
• Collaborate with internal teams to create and execute action plans to track customer activities, projects, and engagements.
• Utilize data analytics to identify opportunities for lead conversion optimization and product feature enhancements.
• Develop and execute marketing campaigns to increase lead generation and customer acquisition.
• Provide exceptional customer service and support through various channels, including email, chat, and more.
• Monitor and report on customer relationship status and key metrics to company leadership.

What we look for

• Proficiency with CRM tools such as Intercom or HubSpot.

• Experience in creating demo videos, help articles, and other customer-centric content.

• Strong self-starter with a drive to succeed in a fast-paced environment.

• Excellent oral and written communication skills with the ability to tailor messages to specific audiences.

• Superior active listening skills and exceptional organizational capabilities.

• Analytical mindset with the ability to translate complex tasks into measurable steps.

• Creative problem solver with the ability to adapt to evolving challenges and technologies.

• Previous experience in customer success management or client-facing roles, preferably in SaaS software solutions.