Reports to: Director, Customer Success
Grade/Level: Individual Contributor
About Allego
For more information, visit http://www.allego.com
Overview:
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.
What you’ll do if you are a Senior Customer Success Manager - Adoption Team
- 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
Experience You'll Bring:
- 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
Allego offers a comprehensive and competitive benefits program that enables employees to choose the benefits that best fit their needs and the needs of their families. Full time new hires are eligible for most benefits on the first day of employment:
- Medical/dental/vision
- Unlimited vacation
- Paid parental leave
- Flexible Spending Account (FSA)
- 401(k) with matching
- Short & long term disability, AD&D, life insurance
- Pet insurance
What We Do
Allego represents the next era of sales enablement. Our all-in-one, rep-centric platform ensures that sellers have the skills, knowledge, and content they need to optimize team success in a virtual world. In place of traditional training and content enablement tactics – which are rapidly outdated and often ineffective – Allego empowers reps with the activated content they need to close deals faster, and the personalized coaching and learning they require for continuous improvement. And it all happens in the flow of their daily work.
Whether it’s providing feedback to one another through asynchronous video, or enhancing their skills through AI-powered coaching and peer-to-peer collaboration, more than 500,000 professionals are using Allego to revolutionize the way they onboard, train, collaborate, and sell.
Why Work With Us
Allego’s Operating Principles are at the heart of our business. They are the fabric of our culture and central to our approach to work, our customers, and each other. You can read more here.
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