sitecore

Customer Success Manager - Maternity Leave Cover

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As a Customer Success Manager (CSM), you will lead customer engagements for the Customer Value Realization team. Your primary responsibility is to drive successful customer outcomes by assisting with onboarding, product adoption, and value realization through Sitecore360. You will tailor each customer engagement to ensure they receive the maximum value from Sitecore's digital experience solutions. You will work closely with customers, delivery teams, and internal stakeholders, providing guidance and ensuring best practices are applied throughout the customer journey. You will also act as a trusted advisor for Sitecore's DX solutions, identify and address risks and adoption challenges, deliver structured onboarding, build strong customer relationships, and represent Sitecore externally.

Senior Sharepoint Administrator and Developer

<p style="text-align: left;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;"><strong>Customer Success Manager - Maternity Leave Cover</strong></span></p><div style="font-size: 11.0pt;line-height: 108.0%;margin: 0.0pt;"><div style="font-size: 11.0pt;line-height: 108.0%;margin: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;font-weight: bold;">&nbsp;</span></div><div style="margin: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;font-weight: bold;">About Us:</span></div><div style="margin: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">Our mission is to elevate leading brands through unforgettable digital connections with their customers. Sitecore delivers a composable digital experience platform that empowers the world’s smartest and largest brands to build lifelong relationships with their customers. A <a style="color: rgb(5,99,193);" href="https://www.linkedin.com/company/sitecore/videos/native/urn:li:ugcPost:6803001819791462400/?isInternal=true"><span style="color: rgb(5,99,193);text-decoration: underline;">highly decorated industry leader,</span></a> Sitecore is the leading company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Thousands of blue-chip companies including American Express, Porsche, Starbucks and L’Oréal rely on Sitecore to provide more engaging, personalized experiences for their customers. Learn more at&nbsp;<a style="color: rgb(5,99,193);" href="http://sitecore.com/"><span style="color: rgb(5,99,193);text-decoration: underline;">Sitecore.com</span></a>.</span></div><div style="margin: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">&nbsp;</span></div><div style="margin: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">Sitecore’s foundation is our diverse group of passionate, smart, innovative, and collaborative individuals located across four continents and over 25 countries. Having a wide range of perspectives, experiences, and skills is what makes us the company we are today. The <a style="color: rgb(5,99,193);" href="https://www.sitecore.com/company/our-values"><span style="color: rgb(5,99,193);text-decoration: underline;">Sitecore values</span></a> are what drive and unite us across the globe.</span></div><div style="margin: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">&nbsp;</span></div><div style="margin: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;font-weight: bold;">Job Summary:</span></div><div style="margin: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">We are looking for a tech savvy individual with a passion for martech and driving success for Sitecore customers. You will be part of our Customer Value Realisation team and working alongside solution architects, consultants and project managers, as part of the Services team.</span></div><div style="margin: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">&nbsp;</span></div><div style="margin: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;font-weight: bold;">Key Responsibilities:</span></div><ul style="margin: 0.0pt;padding-left: 0.0pt;"><li style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;margin: 0.0pt 0.0pt 0.0pt 31.15pt;padding-left: 9.15pt;text-indent: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">As Customer Success Manager (CSM) you will lead customer engagements for Customer Value Realization team, and drive successful customer outcomes through onboarding, product adoption and value realization through Sitecore360.</span></li><li style="background-color: rgb(255,255,255);font-family: sans-serif , arial , helvetica;font-size: 11.0pt;margin: 0.0pt 0.0pt 0.0pt 31.15pt;padding-left: 9.15pt;text-indent: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">You will be challenged to tailor each engagement, ensuring customers get the most value from Sitecore’s Digital Experience solutions. You will work closely with customers, delivery teams, and internal stakeholders to provide the right guidance, and ensure best practices are applied throughout the customer journey.&nbsp;</span></li></ul><div style="background-color: rgb(255,255,255);margin: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">&nbsp;<span style="font-weight: bold;">&nbsp;</span></span></div><div style="margin: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;font-weight: bold;">What You’ll Do:</span><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;font-weight: bold;">&nbsp;</span></div><ul style="margin: 0.0pt;padding-left: 0.0pt;"><li style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;margin: 0.0pt 0.0pt 0.0pt 26.85pt;padding-left: 9.15pt;text-indent: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">Act as trusted advisor for Sitecore’s DX solutions&nbsp;</span></li><li style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;margin: 0.0pt 0.0pt 0.0pt 26.85pt;padding-left: 9.15pt;text-indent: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">Identify and understand the business problems, challenges and opportunities of the client&nbsp;</span></li><li style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;margin: 0.0pt 0.0pt 0.0pt 26.85pt;padding-left: 9.15pt;text-indent: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">Identify and address risks and adoption challenges.&nbsp;</span></li><li style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;margin: 0.0pt 0.0pt 0.0pt 26.85pt;padding-left: 9.15pt;text-indent: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">Deliver structured onboarding for new customers, and partners, to drive efficient adoption of Sitecore platforms.&nbsp;</span></li><li style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;margin: 0.0pt 0.0pt 0.0pt 26.85pt;padding-left: 9.15pt;text-indent: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">Build strong customer relationships and align business objectives with solutions that generate value&nbsp;</span></li><li style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;margin: 0.0pt 0.0pt 0.0pt 26.85pt;padding-left: 9.15pt;text-indent: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">Bring communication skills that inspire, project confidence and strong knowledge of the space&nbsp;</span></li><li style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;margin: 0.0pt 0.0pt 0.0pt 26.85pt;padding-left: 9.15pt;text-indent: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">Bring high-level energy and persistence in the face of stakeholder pushback or ambiguity</span></li><li style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;margin: 0.0pt 0.0pt 0.0pt 26.85pt;padding-left: 9.15pt;text-indent: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">Communicate confidently across all levels of a customer’s organisation – from end-users to team leads and C-suite executives</span></li><li style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;margin: 0.0pt 0.0pt 0.0pt 26.85pt;padding-left: 9.15pt;text-indent: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">Represent Sitecore externally (user groups, speaking on stage, etc.)&nbsp;</span></li><li style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;margin: 0.0pt 0.0pt 0.0pt 26.85pt;padding-left: 9.15pt;text-indent: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">Serve as a bridge between internal technical, strategic, product and presales teams, keeping everyone focused on customer value</span></li><li style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;margin: 0.0pt 0.0pt 0.0pt 26.85pt;padding-left: 9.15pt;text-indent: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">Play a key role in account retention, growth and customer satisfaction&nbsp;</span></li></ul><div style="background-color: rgb(255,255,255);margin: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">&nbsp;</span></div><div style="background-color: rgb(255,255,255);margin: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;font-weight: bold;">What You Need to Succeed:</span><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;font-weight: bold;">&nbsp;</span></div><ul style="margin: 0.0pt;padding-left: 0.0pt;"><li style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;margin: 0.0pt 0.0pt 0.0pt 26.5pt;padding-left: 9.5pt;text-indent: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">Proven experience in digital marketing / SEO and content strategy / business analysis.&nbsp;</span></li><li style="background-color: rgb(255,255,255);font-family: sans-serif , arial , helvetica;font-size: 11.0pt;margin: 5.0pt 0.0pt 5.0pt 26.5pt;padding-left: 9.5pt;text-indent: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">Customer focused and able to engage both technical and business stakeholders</span></li><li style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;margin: 5.0pt 0.0pt 5.0pt 26.5pt;padding-left: 9.5pt;text-indent: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">Sitecore or other CMS / Experience Management software knowledge</span></li><li style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;margin: 5.0pt 0.0pt 5.0pt 26.5pt;padding-left: 9.5pt;text-indent: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">Familiarity with project management, agile methodologies, and SaaS delivery</span></li><li style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;margin: 5.0pt 0.0pt 5.0pt 26.5pt;padding-left: 9.5pt;text-indent: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">Experience in Professional Services, SaaS projects, or digital transformation.</span></li><li style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;margin: 5.0pt 0.0pt 5.0pt 26.5pt;padding-left: 9.5pt;text-indent: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">Strong and effective written and oral communication skills (English); demonstrated desire to continually improve on presentation skills.</span></li><li style="background-color: rgb(255,255,255);font-family: sans-serif , arial , helvetica;font-size: 11.0pt;margin: 5.0pt 0.0pt 5.0pt 26.5pt;padding-left: 9.5pt;text-indent: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">Ability to travel, 10% or less</span></li></ul><div>&nbsp;</div><div><strong>Additional Skills That Could Set You Apart:</strong></div><ul><li><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;background-color: rgb(255,255,255);text-indent: 0.0pt;">Excellent presentation skills</span></li><li><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">Understanding of martech ecosystems and how to integrate digital experience platforms within them.</span></li><li><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">Comfortable explaining concepts to technical and non-technical audiences</span></li><li><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;font-weight: normal;">Willingness to grow technically and as a presenter</span></li></ul><div><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">&nbsp;</span><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;font-weight: bold;">How we hire</span></div><div style="margin: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic.</span></div><div style="margin: 0.0pt;"></div><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;font-weight: bold;"></span></div><div style="margin: 0.0pt;"><ul></ul></div><div style="margin: 0.0pt;"><ul></ul></div><div style="margin: 0.0pt;"><span style="font-family: sans-serif , arial , helvetica;font-size: 11.0pt;">&nbsp;</span></div>

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<h2><strong>About AlphaSense:&nbsp;</strong></h2> 
<p style="text-align: justify;"><span style="font-size: 12pt;">The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content. </span></p> 
<p style="text-align: justify;"><span style="font-size: 12pt;">The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AI-driven market intelligence. Together, AlphaSense and Tegus will accelerate growth, innovation, and content expansion, with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 4,000 enterprise customers, including a majority of the S&amp;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. Come join us!</span></p>
<div><h3><strong>Summary</strong></h3> 
<p>Reporting to Billing &amp; Collections Manager the position will be the primary point of contact for a variety of AR related activities focused on resolving client communications regarding billing and collections inquiries, as well as internal requests regarding the same. This role will be responsible for overseeing all vendor onboarding and third-party platform management. With an emphasis on prompt and accurate communications the ideal candidate will be able to strictly adhere to our companies SLA standards and ensure every message is escalated accordingly if it cannot be actioned in real time directly. You will work as part of a growing team at a well-funded growth-stage tech company, and you will have direct communications with clients and several internal teams. There will be significant opportunity to advance your career as the company scales.</p> 
<h3><strong>Qualifications</strong></h3> 
<ul> 
<li>Preference for a candidate with a BCOM / MCOM/ BBA / MBA in Finance.</li> 
<li>2+ years of experience in O2C collections, Vendor Onboarding, Revenue recognition &amp; reconciliation and Email Queue or Case Management.</li> 
<li>Preference for candidates who have worked with Salesforce and Maxio/NetSuite.&nbsp;</li> 
<li>Primary Skills: Excellent Written and Verbal Communication, Data Management, Customer Service, Billing and Collections Experience, Problem Solving and Multitasking.&nbsp;</li> 
<li>Secondary Skills: Time Management Skills, Ownership of case management, Excel and Gsuite.</li> 
</ul> 
<h3><strong>Key Responsibilities</strong></h3> 
<ul> 
<li><strong>Email Queue Management: </strong>Will be responsible for keeping the combined Billing &amp; Collections email queue within 24 business hours SLA; the candidate will work as the primary point of contact for all new email threads to ensure routine questions and vendor onboarding requests are dealt with in a timely manner or escalated internally where appropriate. Existing threads will be assigned and connected to the dedicated AR Lead or Biller where applicable and appropriate. Some specific responsibilities include but are not limited to:</li> 
<ul> 
<li>The Queue Specialist will handle the completion of Banking Forms and provide other such Financial documentation such as W9’s, Tax Certificates, etc. – any forms requiring internal escalation, the Queue Specialist will manage the corresponding case until the client or internal contact is provided what is needed.</li> 
<li>The Queue Specialist will resubmit invoices through the billing system by email or by vendor portal as needed if the client provides updated billing information post sale/renewal.&nbsp;</li> 
<li>The Queue Specialist will respond to urgent escalation requests and flag internally the appropriate party for support, where needed.&nbsp;</li> 
<li>The Queue Specialist will ensure all open cases are being managed by the team and actioned in a timely manner, once assigned.</li> 
</ul> 
<li><strong>Vendor Onboarding: </strong>The Queue Specialist will routinely handle the creation and documentation of external third party vendor websites for the internal usage of the Billing &amp; Collections team through a consolidated password sharing application for security purposes.</li> 
<li><strong>Contract Review</strong>: Review contract and SFDC data, audit sales orders and invoices within the billing system and ensure they are delivered successfully to clients (and meet client requirements). Ensures compliance with company policies and procedures. Understanding contract structure, billing practices, and customer policies from both a customer-facing and a finance department perspective; Must be able to resolve simple billing issues without escalation and know when to flag a case for internal audit by the biller and management team per specified protocols.&nbsp;</li> 
</ul> 
<p><strong>Note: -&nbsp;</strong>We are looking for candidate who is ready to work in NY or EST shift hrs.</p> 
<p>Immediate Joiners will be preferred.</p> 
<h3><strong>Skills And Requirements</strong></h3> 
<ul> 
<li>Minimum 2 years’ experience in AR, O2C and collections process, whether directly as a biller, a collections specialist or a queue management specialist.</li> 
<li>Advanced proficiency in Excel is encouraged.&nbsp;</li> 
<li>Strong analytical skills are essential; the ideal candidate will have a keen eye for detail and will not allow emails or cases to fall through the cracks.</li> 
<li>Strong oral and written communication skills in English with the ability to effectively gather and convey information via e-mail or phone with people located in other non-local offices and in different time zones.</li> 
<li>Experience with Maxio, NetSuite, Sage Intacct and Salesforce will be preferred.</li> 
<li>The ideal candidate will be a self-motivated, proactive, deadline-oriented, fast learner, who is an organized, dedicated, flexible, hands-on team player with excellent problem-solving skills. "Roll-up-the-sleeves" approach is required. Comfortable in an unstructured, dynamic, fast-paced environment.</li> 
<li>Extended hours required during peak business periods – financial close, audit periods, and as required by management.</li> 
<li>Maintain accounts receivable records to ensure aging is up to date, credits and collections are applied, uncollectible amounts are accounted for, and miscellaneous differences are cleared. Perform account reconciliations (with banks and payment gateways). Maintain the billing system. Generate invoices and account statements as needed upon request.</li> 
<li>Monitor and collect accounts receivable email queue; strengthen and grow relationships with clients by communicating with customers regarding past-due accounts and ensuring the AR Lead responsible for primary outreach is keeping to their queue.</li> 
<li>Support other accounting and finance team members and assist in general financial management and analysis. Proficiency with Microsoft Office (Excel, Word, etc) and Google Drive. Ability to work independently, and exercise integrity and confidentiality in handling information.</li> 
<li>Ensure accurate and timely invoicing through the resolution of client invoicing issues. Interface with the sales, and customer delivery teams in the field. Ensure compliance with client systems.</li> 
<li>Timely and efficient monthly close through the support of the Finance team on any ad hoc requests that require time sensitive attention and support from the Billing &amp; Collections team the Queue Specialist may be able to assist on.</li> 
</ul>
</div>
<div>
<p><span style="font-size: 12pt;">AlphaSense is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination.</span></p> 
<p><span style="font-size: 12pt;">In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.</span></p> 
<p><span style="font-size: 12pt;"><span style="text-decoration: underline;">Recruiting Scams and Fraud</span></span></p> 
<p><span style="font-size: 12pt;">We at AlphaSense have been made aware of fraudulent job postings and individuals impersonating AlphaSense recruiters. These scams may involve fake job offers, requests for sensitive personal information, or demands for payment. Please note:</span></p> 
<ul> 
<li style="font-size: 12pt;"><span style="font-size: 12pt;">AlphaSense never asks candidates to pay for job applications, equipment, or training.</span></li> 
<li style="font-size: 12pt;"><span style="font-size: 12pt;">All official communications will come from an @<a href="http://alpha-sense.com/" target="_blank" data-saferedirecturl="https://www.google.com/url?q=http://alpha-sense.com/&amp;source=gmail&amp;ust=1740162734907000&amp;usg=AOvVaw2sfhQUZloRzVpQ4Yj1Ftlo">alpha-sense.com</a>&nbsp;email address.</span></li> 
<li style="font-size: 12pt;"><span style="font-size: 12pt;">If you’re unsure about a job posting or recruiter, verify it on our&nbsp;<a href="https://www.alpha-sense.com/careers/" target="_blank" data-saferedirecturl="https://www.google.com/url?q=https://www.alpha-sense.com/careers/&amp;source=gmail&amp;ust=1740162734907000&amp;usg=AOvVaw3I0CFwb1ser7ImCRD48YOl">Careers page</a>.</span></li> 
</ul> 
<p><span style="font-size: 12pt;">If you believe you’ve been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of AlphaSense please contact us. Your security and trust matter to us.</span></p>
</div>

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