Allvue Systems
Director Customer Success
New York, NY | $110K - $184K
Qualifications
- 10+ years’ experience in a Client Management, handling highly complex issues; strong leader with a track record of building and growing high performing teams
- Business acumen in the alternative investing financial industry
- Outstanding communication skills at the C-Level: Both Written and Verbal Communications;
- Deep experience leading and responding to complex critical incidents; You have demonstrated the ability to manage multiple initiatives at one time
- Strong operational and services experience in a cloud services delivery environment; Experienced in working with self-service SaaS solutions
- Technical knowledge of complex systems, ideally in a multi-tenant, Cloud environment
- Providing mission-critical support to large enterprise customers
- Previous experience directing and maximizing the benefits of collaborating with global teams
- Practical experience managing multiple support teams, with a strong knowledge of all technical support functions and related engineering responsibilities
- 5+ years of leadership experience in growing B2B/SaaS Customer Success organization scaling for Enterprise and Mid Market customers
- Excel in problem solving and have strong analytical skills, leverage data to drive decisions, and continuous improvement
- You are a strong collaborator, communicator and work well cross-functionally
- You have strong organizational skills and pursue measuring the impact of you and your team’s performance
- Bachelor’s Degree in Finance, Accounting, Computer Engineering or other relevant field of study, or equivalent of education and experience
Responsibilities
- The Director of Customer Success will serve as the spokesperson and ambassador for Allvue's customer experience, representing the organization at the highest levels to prospective partners and customers
- In this senior role you will be lead the Allvue CSM team to the next level of maturity in delivering world class service to our clients’
- You will spearhead a consistent, high performing group to ensuring client satisfaction to the Allvue credit and Equity portfolio, while growing and mentoring members of the Customer Success team across multiple tiers
- You will be responsible for leading a team to identify key areas of growth, engagement, risk and utilization of Allvue’s products and services
- Set the vision and strategic plan for the Customer Success organization in the US with a specific focus on customer value and retention
- Mature the Customer Success playbook and account development strategy and provide senior management sponsorship to selected accounts
- Drive account growth outcomes: influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores, reduce churn and drive new business growth through greater advocacy and reference ability
- Continue to lead, scale and develop world-class US Customer Success team; Recruit high potential and experienced professionals for each role
- Create rapid but robust onboarding processes for new team members, foster collaboration within the Allvue team and across customers, measure and manage the effectiveness of the US team
- Drive value for Allvue’s customers, ensuring they have the right products, services, and tools to accomplish their goals
- Work with other department heads and teams to coordinate Path to Green efforts and ongoing delivery, support and operations
- Define metrics and KPIs that showcase growth opportunities and engagement success
- Implement reporting to show progress, performance and ROI of Customer Success at the tier level, team level and individual level
- Build cross-functional relationships within Allvue to create a unified customer experience
- Resolve our customer's critical situations by effectively partnering with functional leads in Customer Support/Success, Professional Services, Product, Engineering as required by the issue
- Addresses incoming escalations from executives, Customer Success or Account Management, and routes to the appropriate resource/teams
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
- 501-1,000 employees
- Software, Financial Services, Technology, Asset Management, Real Estate, Software Development, Investment Management, Private Equity, Cloud Computing & Storage Solutions, Business Process Automation Solutions
- Privately Held
- Founded: 2019
- Coral Gables, FL
- Company Specialties:
Portfolio Management, Compliance, Trade Order Management, Research Management, Business Intelligence, CRM, Fund Accounting, Corporate Accounting, Portfolio Monitoring, Investor Portals, Private Debt, Investment Accounting, Loan Servicing, Data Warehouse, Enterprise Data Management, and Distressed Debt
Company information
Allvue Systems is a leading provider of investment management solutions for fund managers, investors, and administrators in the alternative investments industry. We offer innovative, configurable investment software that eliminates the barriers between systems, information, and people, optimizing decision making and streamlining processes to meet investor needs across private debt, private equity, and other alternative asset classes. Allvue was established in 2019 through the merger of Black Mountain Systems and AltaReturn, and currently manages over $2.5 trillion in assets on its platform. The company is based in Miami, FL with locations throughout North America and Europe. With our commitment to product enhancements and innovation, and a focus on private capital and credit managers, Allvue helps firms make better investment decisions, enables deeper relationships with their investors and prospects, and allows them to spend less time getting information and more time using it.
