Customer Success Specialist lll

Allvue Systems, LLC; Broadway; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

Join a pioneering firm in the fintech sector as a Customer Success Manager, where you'll manage client relationships and ensure satisfaction. This role involves driving product adoption, creating tailored success plans, and collaborating with various teams to identify growth opportunities. You'll be at the forefront of enhancing client experiences, leveraging data-driven insights to foster long-term partnerships. With a commitment to innovation and excellence, this dynamic workplace offers a chance to make a significant impact in the alternative investment industry. If you're passionate about client success and thrive in a collaborative environment, this is the perfect opportunity for you.

Benefits

Health Coverage Options

401K with Company Match

Flexible PTO

Year-End Bonus Potential

Enterprise Udemy Membership

Charitable Donation Matching

Team Building Activities

Qualifications

• 3-5 years managing client relationships as a Customer Success Manager.
• Experience in SaaS and/or software with a focus on customer outcomes.

Responsibilities

• Build trusted relationships with executives to drive product adoption.
• Create success plans aligning client objectives with product use cases.
• Track key metrics for Customer Success and report on them.

Skills

Client Relationship Management

Data Analysis

Project Management

Interpersonal Skills

Communication Skills

Customer Success

SaaS Experience

Education

Bachelor's Degree

Master's Degree

Job description

About Allvue

We areAllvueSystems,the leading provider of software solutions for the Private Capital and Credit markets. Whether a client wants an end-to-end technology suite, or independently focused modules,Allvuehelps eliminate the boundaries between systems, information, and people. We’re looking for ambitious, smart, and creative individuals to join our team and help our clients achieve their goals.Working atAllvue Systems means working with pioneers in the fintech industry. Our efforts are powered by innovative thinking and a desire to build adaptable financial software solutions that help our clients achieve even more. With our common goals of growth and innovation, whether you’re collaborating on a cutting-edge project or connecting over shared interests at an office happy hour, the passion is contagious. We wantall ofour team members to be open, accessible, curious and always learning. As a team, we take initiative, own outcomes, and have passion for what we do. With these pillars at the center of what we do, we strive for continuous improvement, excellent partnership and exceptional results. Come be a part of the team that’s revolutionizing the alternative investment industry.Define your own future withAllvueSystems!

Job Summary

This role manages the day to day relationship with a book of clients and maintains a holistic, data-driven view of their overall experience with every team, product and service at Allvue. Interfacing with clients, the CSM builds relationships across the client organization and leverages these to improve product usage and entrenchment, secure sales references, identify revenue opportunities, and ensure overall satisfaction is achieved and maintained over the long term. Internally with colleagues, the CSM compiles and maintains a detailed, comprehensive ‘client profile’ and disseminates this information for others to leverage across our business, including the product, sales, and executive teams. This role requires the ability to independently and proactively develop rapport with senior client contacts, and then the aptitude and discipline to distill and record the relevant details from those interactions.

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 / value
• Create success plans that align use cases with customer objectives and be able to configure them to 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 Equity product set enough to train customers on products / 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’ 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 detailed 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
• Available to work hybrid in office/onsite three days a week

Education/Certifications

• • Bachelor’s Degree or Master’s Degree from an accredited institution

What We Offer

• Health Coverage optionsalong with other voluntary benefits
• EnterpriseUdemy membership with access tothousandsof 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
• Numerousteambuilding activities to promote collaborationin a fun and fast-paced workenvironment

EEOC Statement

AllvueSystems 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. It is our policy to prohibit discrimination and harassment of any type without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. In addition,Allvuewill provide reasonable accommodations for qualified individuals with disabilities.