Principal Customer Success Manager

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!

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), this role 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, this role 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.

• 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 to create a positive customer experience.
• Participate in on-boarding process to understand strategic goals and client specific business hierarchy and organizational structure.
• Leverage various methodologies and best practices to support successful implementation on the customer side and be able to train customer resources at a high level on Allvue products/features.
• Develop new materials for customers, including executive/quarterly 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.
• Act as an extension of the CS leadership team, delivering on strategic initiatives and projects to propel the CS function and business forward.
• Mentor more junior members of the team and play an active role in enablement across the CS org.

• At least 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.
• 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.
• London-based with at least 30% travel to other parts in UK, US, Europe or other locations as required.
• Previous experience in SaaS and/or software is a plus.
• Financial industry experience is preferred, specifically with Fixed Income, FX or Loan asset classes.
• Fluency in languages other than English is a plus.
• 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.
• Strong negotiation skills with the ability to effectively reach agreements that balance client satisfaction with company interests.

• Bachelor’s Degree or Master’s Degree from an accredited institution.

• 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.

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.