Senior Customer Success Manager

Role Overview

• Ensure a smooth transition from customer’s Implementation to Adoption phase in partnership with the Implementation CSM.
• Define a customer roadmap for deploying future use cases leveraging the Allego Blueprint
• Using a consultative approach, serve as a trusted advisor to your portfolio of customers, repeatedly guiding them through the expanded use of the Allego blueprint incorporating best practices, new features and new use cases to ensure stickiness and ROI.
• Execute ongoing proactive outreach to clients in order to review usage, opportunities for use case expansion and asses overall level of satisfaction.
• Act as the product expert, customer advocate and liaison between your customers and Allego’s Product Management team to translate business requirements into product enhancements.
• Build relationships with Project Leads, key decision makers and sponsors within customers, and drive alignment between their business goals and day-to-day execution of Project Team.
• Partner with the Allego AM to support the customer renewal process for your customer portfolio.
• Monitor and update customer account health via ChurnZero for portfolio of customers
• Coordinate the internal escalation of at-risk customers through partnerships with CS Leadership, Sales, Product, etc.
• Partner with CSD & Sales to flag any opportunities for expansion within customer portfolio.
• Partner with Sales to prepare for and deliver Business Reviews for your portfolio of customers
• Support achievement of company customer retention and expansion goals
• Special projects as assigned by Director of CS, Adoption

Requirements

• 6+ years in a fast paced, SaaS client services role that includes experience with ongoing relationship management and expansion of customer adoption.
• Strong project management background in a client relations/ account management environment using a consultative approach
• Self-motivated, proactive team player with innovative ideas to drive client loyalty, retention, and expansion.
• Excellent individual and group presentation, written and oral communications skills.
• Strong interpersonal skills and experience initiating and building positive relationships
• Strong organizational and time management skills with the ability to manage multiple projects simultaneously and set proper expectations
• Highly detail oriented and quality driven
• Ability to operate in an extremely fast paced and evolving start up environment while maintaining a positive attitude
• Proficient in Google Suite, ChurnZero, Saleforce.com and Microsoft Office (Outlook, Excel, Word, and PowerPoint) experience a plus

Benefits

• Medical, dental, and vision coverage
• Unlimited vacation
• Paid parental leave
• Health Reimbursement Account (HRA)
• Flexible Spending Account (FSA)
• 401(k) with company matching
• Short & long-term disability, AD&D, and life insurance
• Allego stock options