Sr. Customer Success Manager

Allego•Waltham, MA

1d•$96,000 - $138,000

About The Position

The Senior Customer Success Manager – Adoption (SCSM) works with Allego’s existing enterprise customers to drive expanded usage and adoption via the Allego Blueprint. This role is for someone who has strong relationship management skills, business discovery acumen, project management skills, is tech savvy, friendly, and values being part of an evolving, amazing team. As a SCSM, you are ultimately responsible for the high touch post implementation services lifecycle of Allego customers through renewal and beyond. The successful SCSM is driven by the unique opportunity to have a direct impact on the growth of the company. This is accomplished by working with customers after their implementation is complete to drive ongoing and expanded usage of the Allego platform. The SCSM is able to sell and engage customers to leverage their existing Allego platform to support new processes and expand their use of Allego across the organization.

Requirements

6+ years in a fast paced, SaaS client services role that includes experience with ongoing relationship management and expansion of customer adoption. Revenue enablement industry experience is a plus.
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

Nice To Haves

Revenue enablement industry experience is a plus.

Responsibilities

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