AlphaSense

Senior Analyst, Revenue Tools - Customer & Product Support

Remote - United States · Senior

Sponsorship not specified$88k-$120kDetected 71 days ago

SalesforceVendor ManagementRecruitingCustomer SuccessCustomer SupportZendeskResearchLeadershipCommunicationCollaborationOrganizational Skills

About the role

By acting as the subject matter expert on process and tools, are the team's first call for tooling questions, optimization, vendor escalations and workflow optimization.
This person will be able to make a sizable impact and work cross-functionally across AlphaSense.

Lead with an AI-first mindset
Design and optimize AI agent conversation flows, triage logic, and handoff behaviors that create seamless transitions between AI and human support.
Configure and maintain AI support agent guidance, rules, and detection attributes to improve response quality, tone, and inbound categorization.
Build and maintain the internal runbooks, SOPs, and help center content that power deflection and self-service.
Own and manage the support tech stack (e.g., Zendesk, integrations with Salesforce, Linear, Slack, and knowledge tools), ensuring reliability, usability, and alignment with team needs.
Partner with vendors on resolving technical issues, evaluating new capabilities, and ensuring we stay on the most effective, up-to-date versions of our tools.
Continuously evaluate the support tool stack against team needs and market options, recommending and executing changes where warranted.
Analyze and enhance support processes to improve efficiency, agent productivity, and customer satisfaction.
Build and maintain integrations between support systems and adjacent tools (e.g., Salesforce, Linear, Slack) that enable automated execution of routine transactional actions.
Design, implement, and troubleshoot automated workflows, including guardrails, validation logic, and exception handling to ensure safe and reliable execution.

Customer-first mindset with a track record of working through complex problems using AI, tooling, and systems to find scalable solutions.

Natural systems thinker who connects the dots across tools, teams, and workflows to identify root causes and upstream fixes.

For base compensation, we set standard ranges for all roles based on function and level benchmarked against similar stage growth companies and internal comparables.

Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients' own research content.

The Revenue Technology team at AlphaSense builds and operates the systems, integrations, and tooling that power our go-to-market and customer-facing functions.
We partner across Sales, Customer Success, and Support to drive process efficiency and enable the revenue organization to scale.
This role operates as an embedded partner to Customer & Product Support (C&PS) and acts as an advisor and extension to our Customer & Product Support Leadership team.
The Customer & Product Support (C&PS) team sits at the intersection of sales, customer success and technical support.
Through close teamwork and collaboration, they drive positive customer outcomes and ensure seamless access and optimal utilization of AlphaSense's market-leading platform and products.
The team is heavily relied upon to contribute excellent customer service, which ultimately maximizes prospect and customer health.
Identify and implement opportunities for AI-driven solutions and workflow automation to streamline operations, build deflection mechanisms, and reduce manual effort for both our customers and team.
Our platform is trusted by over 6,000 enterprise customers, including a majority of the S&P 500.
Founded in 2011, AlphaSense is headquartered in New York City with more than 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland.

This listing is sourced directly from AlphaSense's careers page and normalized into a canonical job model.