Customer Success Manager

Allego; Newcastle upon Tyne; On-site; GBP 35,000 - 60,000; Full time

Job description

Allego’s curious and self-driven Customer Success Managers have a direct impact on Allego’s growth. As a CSM, you are ultimately responsible for the high touch, complete post-sales services lifecycle of a portfolio of Allego customers. You will handle implementation of brand new customers, and through your partnership, guide those customers to expand usage and drive adoption. You celebrate your customers’ success as if it is your own!

Our Customer Success team is collaborative, energizing, and fast paced, and our CSMs take pride in helping to transform the way that ideas are shared and learning happens. You will be integral to Allego’s success through:

1. Working with a portfolio of customers who range in industry and size to manage their initial and ongoing success; from onboarding and implementation through training and use case expansion.
2. Using a consultative approach, serve as a trusted advisor to your portfolio of customers, repeatedly guiding them through the expanded use of the Allego blueprint incorporating best practices, new features, and new use cases to ensure stickiness and ROI.
3. Partnering with Sales to manage the smooth transition from Sales to Implementation to Expansion and Renewal.
4. Acting as the product expert, customer advocate, and liaison between your customers and Allego’s Product Management team to translate business requirements into product enhancements.
5. Executing monthly proactive outreach to clients in order to review usage, opportunities for use case expansion, and assess overall level of satisfaction.
6. Handling customer references, case studies, and testimonials for your customer.

The ideal candidate will have:

1. 5 years experience in a fast-paced SaaS client services role, including new customer implementation, onboarding, and ongoing relationship management preferred.
2. Strong project management experience in client relations/account management with a consultative approach.
3. Proactive, self-motivated team player with innovative ideas to enhance client loyalty, retention, and growth.
4. Excellent communication skills, both written and verbal, with experience in individual and group presentations.
5. Strong interpersonal skills with a track record of building positive relationships.
6. Skilled in cross-functional leadership and team coordination.
7. Highly organized with strong time management abilities, capable of handling multiple projects simultaneously and setting clear expectations.
8. Detail-oriented and quality-focused.
9. Adaptable to a fast-paced, evolving startup environment while maintaining a positive attitude.
10. Revenue Enablement Experience strongly preferred.
11. Bachelor's degree or equivalent preferred, but not required.
12. Proficient in Google Suite, Salesforce.com, and Microsoft Office; experience with Outlook, Excel, Word, and PowerPoint is a plus.

Allego offers a comprehensive and competitive benefits program that enables employees to choose the benefits that best fit their needs and the needs of their families. Full-time new hires are eligible for most benefits on the first day of employment. The following is a summary of the benefits offered to Allego employees:

• Health Insurance
• Unlimited PTO
• 401K match
• Wellness programs
• Flexible schedule