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Customer Success Specialist II
2 months ago
This is a unique opportunity to join Allvue Systems as a Customer Success Manager II, where you will play a critical role in managing the day-to-day relationship with a book of clients. As a key member of our team, you will be responsible for maintaining a holistic, data-driven view of their overall experience with every team, product, and service at Allvue.
Key Responsibilities- Build trusted relationships with executives and key stakeholders within the client organizations to understand their strategic goals, drive product adoption, and achieve customer-defined outcomes and value.
- Create success plans that align use cases with customer objectives and configure them to the client's specific business hierarchy and organizational structure.
- Drive escalation of client issues and potential risk, quarterback the risk mitigation process, and ensure successful resolution of issues in a timely manner to create a positive customer experience.
- Become familiar with Allvue Credit product set enough to train customers on products and features at a high level.
- Work cross-functionally with Account Management to secure renewals and identify new revenue opportunities to achieve annual renewal and growth targets.
- Track and report on key metrics for Customer Success, including Net Recurring Revenue (NRR), Time-to-Value, NPS, and Customer Health, among others.
- Track and communicate Allvue product and broader market updates to the customer base in a consistent manner.
- 2-3 years' experience managing a book of existing clients as a Customer Success Manager or similar role, with a reference-able track record of success.
- Must be accountable with a strong work ethic, a sense of urgency, and ownership, and be able to work effectively both independently and as part of a team.
- Data-driven, highly organized, and detail-oriented.
- Coachable, always willing to learn, and have the right combination of patience and tenacity.
- Previous experience in SaaS and/or software preferred.
- Fixed Income, Equity, FX, Loan Asset Classes, or Alternative Investment Management experience strongly preferred.
- Customer-centric with a focus on driving customer outcomes and achieving customer objectives in partnership with Allvue and its suite of products.
- Excellent interpersonal skills, with the ability to communicate and collaborate efficiently with individuals at various levels, both internal and external.
- Strong presentation skills.
- Ability to deliver results under pressure, work independently, and take ownership of assigned tasks.
- Strong relationship management skills with the ability to effectively reach outcomes that balance client satisfaction with company interests.
- Health Coverage options along with other voluntary benefits.
- Enterprise Udemy membership with access to thousands of personal and professional development courses.
- 401K with Company match up to 4% or Employee Pension plan.
- Competitive pay and year-end bonus potential.
- Flexible PTO.
- Charitable Donation matching, along with Volunteer and Voting PTO.
- Numerous team-building activities to promote collaboration in a fun and fast-paced work environment.
Allvue Systems provides equal employment opportunities (EEO) for all employees and applicants for employment. We recognize the real value of bringing people together from diverse backgrounds, experiences, and perspectives - we don't just accept difference, we celebrate and support it. We are committed to advancing these efforts through our strategies to hire, promote, create, and support a diverse and inclusive environment throughout our workforce and workplace.
