Customer Success Specialist II

About the position

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. Reporting to the Head of Customer Success (Credit), the Customer Success Manager II (CSM) interfaces directly with clients to build relationships across the client organization and leverages these connections to improve product usage and adoption, secure sales references, identify revenue opportunities, and ensure long-term satisfaction. Internally, the CSM acts as a connective tissue, compiling and maintaining a detailed, comprehensive 'client profile' and disseminating relevant 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 Credit 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 detailed 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
• 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

Benefits

• 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