Senior Analyst

Location: Istanbul

Post date:  November 19, 2019

About Us

Customer experience management was complicated. We simplified it.  Alterna CX solution helps companies manage CX and get better results. Have full control over customer experience measurement, get timely insights, make smarter decisions with simplified AI technology and improve CX every day with Alterna CX.  Some of the most reputable companies in retail, insurance, and banking in Turkey including Akbank, İş Bankası, TEB, Koçtaş, Zubizu as well as a leading investment bank in India use Alterna CX.

The Role

The Customer Success Team deploys and manages Alterna’s software platform for leading enterprises in financial services, retail and other industries. They cultivate valuable relationships; help realize our clients’ Voice of Customer (VoC) programs and orchestrate solutions to any challenges in our domain. We believe that Alterna is successful, only if its customers are.

The Senior Analyst takes part in implementation projects in Alterna clients and is mainly concerned with taking Alterna CX solution rapidly into live. As a Senior Analyst you will

  • Be the primary force for moving the Alterna implementation projects forward
  • Run structured workshops with client teams to understand the VoC (Voice of Customer) needs
  • Analyze these needs, design, deploy and test the necessary configurations to the Alterna platform
  • Work with Alterna’s engineering teams to overcome any technical obstacles
  • Leverage Alterna Text Analytics to support the client’s VoC program
  • Train and guide client teams so they are effectively onboarded to the Alterna platform
  • Cultivate long term customer relationships by helping clients achieve their VoC goals
  • Handle support issues with the clients you manage

Profile and Requirements

  • Bachelor’s Degree in Business Administration, Engineering or Management Information Systems
  • 3 to 6 years of work experience in a client facing role of a technology startup/company or technology consulting firm
  • Experience in enterprise software implementation projects is required (e.g. CRM, ERP, BI etc.) 
  • Exposure to Customer Experience (CX) in a previous role is a plus
  • Outstanding attention to details
  • Getting energized working with demanding clients
  • Proactive approach with a bias for action
  • Passionate about technical problem solving and continuous learning
  • Stellar written and verbal communication skills
  • High level of English fluency (will work with International Clients)
  • Able to travel abroad (up to about 6 weeks in a given year)