Customer Success Specialist III

1 day ago

New York, New York, United States Allvue Systems Full time
About the Role

We are seeking a highly skilled Customer Success Manager III to join our team at Allvue Systems. As a key member of our Customer Success organization, you will be responsible for managing the day-to-day relationship with a book of clients and maintaining a holistic, data-driven view of their overall experience with our products and services.

Key Responsibilities
  • Build trusted relationships with senior client contacts to understand their strategic goals and drive product adoption.
  • Create success plans that align use cases with customer objectives and configure them to clients' 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 our Equity product set to train customers on products and features at a high level.
  • Create and drive executive/quarterly business review presentations.
  • 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.
  • Mentor more junior members of the team and play an active role in enablement across the CS org.
Requirements
  • At least 3-5 years of experience managing a book of existing clients as a Customer Success Manager, Account Manager, Customer Relationship Manager, or similar role, with a reference-able track record of success.
  • Experience proactively seeking out and establishing new relationships across the client organization, including contacts from executive assistant to CEO.
  • 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.
  • Needs to be coachable, always willing to learn, and have the right combination of patience and tenacity.
  • New York City based with potential to travel as required.
  • Previous experience in SaaS and/or software.
  • Fund accounting, Private Equity, 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 all seniority levels, both internal and external.
  • Comfortable with presenting to clients, big and small, both in-person and virtually.
  • Ability to deliver results under pressure, work independently, and take ownership of assigned tasks.
  • Project management experience is a plus.
  • Strong relationship management skills with the ability to effectively reach outcomes that balance client satisfaction with company interests.
What We Offer
  • 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.
EEOC Statement

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.

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