Customer Success Manager

Who We Are

We are Allvue Systems, a rapidly growing software company formed by the merger of AltaReturn and Black Mountain. Allvue has over 500 employees in offices throughout North America and Europe. We are 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.  Define your own future with Allvue Systems!

What We Value

• Intelligent individuals looking to apply themselves creatively
• People who are comfortable speaking up, sharing ideas and driving change
• Energetic and passionate teammates looking for more than just a job to pay the bills
• Hard-working individuals who habitually do more than asked

Your 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
• Create success plans that align use cases with customer objectives and 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 to create a positive customer experience
• Participate in on-boarding process to understand strategic goals and client specific business hierarchy and organizational structure
• Leverage the training team, methodologies, and best practices to support successful implementation on the customer side
• Develop new materials for customers, including executive business review presentations, roll-out plans, and proposals
• Work cross-functionally with Account Management to secure renewals and identify new revenue opportunities
• Achieve annual renewal and growth targets in partnership with Account Management
• 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

Skills and Competencies

• Customer-centric with a focus on driving customer outcomes and achieving customer objectives in partnership with Allvue and its suite of products
• Ability to interact and collaborate with key stakeholders at all seniority levels within client organizations
• Excellent interpersonal skills, with the ability to communicate efficiently with individuals at all seniority levels
• 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

What We Need

• Experience managing a book of existing clients as a Customer Success Manager, Account Manager, Customer Relationship Manager, or similar role
• 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
• Chicago-based with at least 30% travel to San Francisco, Los Angeles, Dallas, Minneapolis, Kansas City, New York or other locations as required
• Previous experience in SaaS and/or software is a plus
• Financial industry experience specifically with Fixed Income, Equity, FX or Loan asset classes is a plus
• Fluency in languages other than English is a plus

What We Offer

• Fun, fast-paced work environment
• Constantly evolving, cutting edge technology
• The ability to make a significant impact immediately upon jumping in
• Innovation and creativity that comes from bringing people together from diverse backgrounds and experiences
• An opportunity to work with some of the best firms and the best people in the financial industry
• The ability to create change in the product we sell, by using the very same solution (in a very different way) to perform your daily job
• Numerous team building activities to promote collaboration
• Unlimited PTO

Allvue Systems 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, Allvue will provide reasonable accommodations for qualified individuals with disabilities.