Entitlement Analyst

Summary

Join AlphaSense's growing India team as an Entitlement Analyst and support global sales teams with content authorization requests, ensuring superior customer experience. Collaborate with sales teams, broker partners, and customers to resolve concerns professionally. This role involves processing content authorization requests, gathering information, resolving queries, tracking progress, and enhancing customer satisfaction. You will also track communication in the CRM, suggest process improvements, and assist with special projects. The ideal candidate is customer-focused, highly organized, detail-oriented, and possesses strong analytical and problem-solving skills. This is an opportunity to work in a high-growth company and contribute to an award-winning product.

Requirements

• Must be able to work from 7 PM IST to 4 AM IST (Monday to Friday)
• Stable hi-speed internet connection, with a home office setup
• A customer-focused individual, who has experience in supporting the customers through an email ticketing system, chat, and/or phone calls
• Demonstrate exceptional organizational skills and attention to detail
• Provide comprehensive information/updates to the sales teams
• Resolve customer complaints and queries
• Provide new employees with training sessions to enhance their skills
• Offer exceptional customer service and satisfaction
• Follow up with customers for any further information
• Maintain a healthy relationship with the sales teams
• Have an ability to execute, act tactically and write effectively
• Have a desire to learn and absorb information to make connections and drive productivity
• Possess strong analytical, critical thinking, and problem-solving abilities
• A team player and enjoy building strong cross-group working relationships
• Proficient in Microsoft Office Suites (especially in Excel)

Responsibilities

• Process the Content Authorization requests submitted by sales teams by following SOPs
• Collaborate with the sales teams and broker partners to gather the required information
• Resolve customers’ queries and concerns
• Track the progress of the submitted Content Authorization requests
• Track communication in our CRM for transparency and auditability of casework
• Focus on improving customer satisfaction by delivering timely, accurate, and quality services
• Suggest process and system enhancements to increase efficiency
• Assist with special projects as assigned

Preferred Qualifications

Salesforce or any CRM tools experience is a plus