Customer Success Specialist II - Vista Equity Partners : Job Details

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 / 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

Qualifications

* 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