Sr. Customer Success Manager

What You'll Do

• 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.
• Use a consultative approach to serve as a trusted advisor to your portfolio of customers, 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 to review usage, opportunities for use case expansion, and assess 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.
• Partner with the Allego AM to support the customer renewal process for your customer portfolio.
• Maintain relationships with Project Leads, key decision makers, and sponsors within customers, driving alignment between their business goals and day-to-day execution of Project Teams.
• Monitor and update customer account health via ChurnZero for your customer portfolio.
• 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 your customer portfolio.
• Support the preparation and delivery of Business Reviews for your portfolio of customers.
• Participate in special projects as assigned by the 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.
• 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.
• Organizational and time management skills with the ability to manage multiple projects simultaneously and set proper expectations.
• Highly detail-oriented and quality-driven.
• Proficient in Google Suite, ChurnZero, Salesforce.com, and Microsoft Office (Outlook, Excel, Word, and PowerPoint) experience is a plus.

Benefits

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

Compensation

Base salary of $96,000 - $138,000 + 10% bonus target.