Customer Success Specialist lll

Job Summary

We are Allvue Systems, 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, Allvue helps 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 at Allvue 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 want all of our 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 with Allvue Systems!

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 and 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.
• Lead or support onboarding, configuration, or integration efforts in collaboration with Implementation or Professional Services teams.
• Deliver in-depth training sessions to clients tailored to complex workflows and technical configurations.
• 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.
• Create and drive executive/quarterly business review presentations.
• Serve as a technical liaison between the customer and internal product or engineering teams by clearly articulating technical challenges, data flow requirements, and feature enhancement requests.
• 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, Referenceable Accounts / Contacts and Customer Health.
• 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.

Qualifications

• 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.
• Experience working in or closely with Professional Services, Technical Account Management, or Consulting teams; able to translate complex business requirements into platform solutions.
• Ability to understand and support data integrations, system configurations, and implementation project plans in SaaS environments.
• Demonstrated ability to lead or co-lead product training and onboarding sessions for both technical and non-technical users.
• Strong technical acumen, with the ability to troubleshoot client issues or work cross-functionally to support product enhancement and resolution.
• 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.
• 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 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