Customer Success Specialist II

Vista Equity Partners - New York, NY

Full-time

New York, NY

Funds, Trusts, and Other Financial Vehicles

About the position

Allvue Systems is seeking a Customer Success Specialist II to join our dynamic team in New York, New York. As the leading provider of software solutions for the Private Capital and Credit markets, Allvue is dedicated to helping our clients achieve their goals through innovative technology. In this role, you will be responsible for building trusted relationships with executives and key stakeholders within client organizations, understanding their strategic goals, and driving product adoption to achieve customer-defined outcomes and value. You will create tailored success plans that align use cases with customer objectives, ensuring that they are configured to fit the client's specific business hierarchy and organizational structure. Your role will also involve driving the escalation of client issues and potential risks, quarterbacking the risk mitigation process, and ensuring the successful resolution of issues in a timely manner to foster a positive customer experience. Familiarity with the Allvue Equity product set is essential, as you will be expected to train customers on products and features at a high level. Collaboration with the Account Management team will be crucial to secure renewals and identify new revenue opportunities, helping to achieve annual renewal and growth targets. In addition, you will track and report on key metrics for Customer Success, including Net Recurring Revenue (NRR), Time-to-Value, NPS, and Customer Health, among others. Consistent communication of Allvue product and broader market updates to the customer base will also be part of your responsibilities. This position is ideal for someone who is passionate about customer success and is eager to contribute to the continuous improvement and exceptional results that Allvue strives for.

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 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 Equity product set enough to train customers on products/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.

Requirements

• 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.
• Needs to be coachable, always willing to learn, and have the right combination of patience and tenacity.
• Previous experience in SaaS and/or software preferred.
• 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 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.