Customer Solutions Manager lll (Equity)

Customer Solutions 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 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!

Job Summary

As a Customer Solutions Manager, you will manage and enhance the operational relationships with Allvue's clients. Your role involves being a pivotal point of contact, deeply understanding clients' strategic goals, driving product utilization, ensuring client satisfaction, identifying revenue opportunities, and collaborating with internal teams to prioritize work and resolve issues. Leading complex issues diagnosis, and collaborate cross-functionally with Product, Engineering, Support, and Professional Services to resolve technical challenges and drive long-term value realization.

Responsibilities

Client Relationship Management (Value Realization)

• Develop and maintain high-level relationships within client organizations to understand their strategic objectives and promote product adoption
• Organize and lead regular client meetings to discuss ongoing items, proposed enhancements, and ensure progress towards completion
• Deliver product demonstrations, conduct training, and liaise with key stakeholders to reinforce Allvue's value proposition
• Proactively recommend actions to enhance system stability and performance.

Issue Escalation and Resolution (Risk Management)

• Proactively identify client issues and potential risks, lead the risk mitigation process, and coordinate across departments to resolve issues satisfactorily
• Collaborate closely with Engineering, Product, and Professional Services to diagnose, implement, and communicate resolution plans.
• Maintain record of client interactions, track product performance, and communicate any identified product and market needs

Protect and Grow Revenue from Book of Business (Renewals/Growth)

• Ensure the successful renewal of accounts in your book of business to maximize GRR
• Create fertile ground for the Account Management team to upsell/cross-sell into your book of business new products and services
• Partner with Account Management to identify expansion opportunities based on client maturity, technical readiness, and evolving needs.
• Provide technical input to support upsell and cross-sell discussions, including feasibility, configurations considerations, and value articulation

Requirements

• At least 5+ years recently in a technical client facing relevant role (e.g. external client software implementations, project management, etc.)
• Experience working within or closely alongside Professional Services, including implementations, onboarding, or complex client delivery
• Demonstrated ability to troubleshoot complex systems
• Demonstrated experience delivering customer success and achieving stakeholder objectives
• Strong ability to engage and work with stakeholders across all levels within client organizations.
• Experience in finance, customer service, or a related field preferred
• Project management or consulting experience is a plus
• Proficient with financial and fund accounting software platforms
• Proficient with private credit and investing accounting platforms
• Savvy with technology and comfortable providing virtual and in-person presentations
• Exceptional communication skills with the ability to effectively communicate both in writing and verbally
• Critical listening and feedback solicitation skills are essential

Education/Certifications

• Bachelor's degree in related discipline preferred
• Excellent English written and verbal communication

What We Offer

• 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
• The target compensation for this role is specific to the US. Your estimated compensation will be based on a variety of factor, including but not limited to your skills, experience, education, licensures and/or certifications and the local market. The estimated range for the role is $120,000 - $135,000

EEOC Statement

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.