Client Engagement Manager - New York, United States - Alethea

Description

About Alethea

Founded in 2019, Alethea is a tech company that detects and mitigates instances of disinformation and social media manipulation to help clients navigate the new digital reality. We protect clients from the threat of disinformation that targets brands, reputations, employee safety, or financial bottom lines through our industry-leading investigation and remediation service.

Position Summary:

At Alethea, serving our clients is at the center of the work we do - and this role is a key part of how we ensure our products are meeting their high standards (and our own). The Client Engagement Manager is a first of its kind role at Alethea, and will be responsible for defining and executing on a strategy for ensuring customer needs are being met, and integrating customer feedback into business processes across the company. You should be excited and energized by working with our clients to help them navigate the new digital reality. You should have a high EQ and ability to understand and empathize with diverse and rapidly-evolving customer needs.

This role reports to the CEO. It is an awesome opportunity for someone who is excited to bring structure to ambiguity, build out a new function, and bring their expertise to a new context.

Responsibilities:

Client Management: You will be the lead interface with our clients, and work with our analysis and technology teams to provide excellent support in proactively detecting and mitigating disinformation. You will:

• Communication: Serve as the primary point of contact between the Alethea and the client, maintaining open and clear lines of communication.
• Understanding Client Needs: Collaborate with clients to understand their objectives, expectations, and business challenges.
• Relationship Building: Build and maintain strong client relationships, ensuring client satisfaction and addressing any concerns or issues promptly.
• Project Management: Monitor progress of each contract, identify issues, and implement corrective actions to ensure we are delivering under the contract.
• Feedback: Seek feedback from clients and use it to improve service quality and strengthen client relationships.
• Reporting: Provide regular status updates and project reports to both internal stakeholders.
• Documentation: Maintain comprehensive documentation, including contracts, project plans, and meeting minutes.

Internal Collaborations: Based on what you're learning from clients, you'll play a strategic role in how we think about our product development and go-to-market efforts. You'll collaborate with our Analysis, Product, and Engineering organizations.

Renewals and Business Development: You will be responsible for working with our clients to extend our relationships and navigate procurement processes. You will also be responsible for identifying new areas to expand the scope of work or offer additional services to existing clients. This space is new, and we often educate our customers on how to think about disinformation and uncover gaps that our capabilities support.

Skills, Experience, Attitudes:

• Experience: 7+ years in a customer facing role focused on navigating external risks at a PR firm, consulting firm, law firm, or lobby shop.
• Customer Obsessed: You should be a great partner to customers, having helped them navigate tricky situations, and be thinking about how we can over deliver.
• Skilled Project Manager: You should be able to get new trains set up, keep trains running, help the trains go to new places. You should be able to identify risks and flag them early. You have a very high attention to detail and flawless execution.
• Clear Communicator: You will get incredible customer feedback regularly. You should be able to interpret & communicate that feedback to a variety of different stakeholders.
• Mission Oriented, Low Ego: This is a startup, and those who succeed are people that stay focused on achieving our goals, learning, and asking questions. We want teammates to help us further our mission and goals, and that's going to mean being willing to roll up their sleeves. A sense of humor goes a long way, as does keeping your cool.
• Growth Mindset: You should have a flexible attitude with a growth mindset and the ability to rapidly action feedback. Comfortable with a fast-paced start-up environment that involves regular iteration.
• Team Work: You should have a strong work ethic with a proactive and collaborative mindset.
• Curiosity and Drive: We like independent thinkers. If we all agree on everything, we're not all necessary. We look for those with an insatiable curiosity and unstoppable drive to succeed.

Things that are helpful so you should highlight them in your application, but not necessary:

• A security clearance or eligibility to obtain a security clearance.
• Experience dealing with disinformation and misinformation firsthand.
• Knowledge of customers across the communications, intelligence, legal, and security / intel functions.

Compensation and Benefits:

• Salary and stock options are negotiated based on experience.
• Healthcare at the gold-tier level, dental, and vision is fully funded by the employer. 50% of dependent coverage is provided by the employer.
• Unlimited vacation, sick leave, including office closure between Christmas and New Year's, and extended holidays at Thanksgiving and the 4th of July.
• Employer sponsored 401k with a 3% match.
• Hybrid work environment, with 2-3 days per week required in office in Washington, D.C or New York.

Alethea is an equal opportunity employer that encourages people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply. We are committed to being an inclusive place to work, while maintaining a workforce that represents the communities we serve.