Customer Success Manager
Allego is looking for a curious and passionate customer success professional to work directly with Allego clients on an on-going basis. This individual will be responsible for the ongoing customer engagement with a defined group of customers from initial onboarding and implementation through go-live and post implementation support.
•Own and manage a client base of up to 15 Allego customers
•Communicate best practices with clients and act as a knowledge expert for the Allego platform
•Successfully on-board new client accounts, defining and meeting goals, and managing the project through successful on-time, on-budget completion
•Conduct monthly proactive outreach to assigned clients to review usage, opportunities for use case expansion and new Allego features.
•Support achievement of company customer retention goals
•Work with Allego Product and Product Development teams to escalate and manage resolution of client issues and problems.
•Gather client feedback with regard to product functionality and share with the Product Development group.
•Provide new client training.
•Provide back-up customer support via phone and email.
•Manage and track customer interactions via salesforce.com
We are seeking candidates with strong project management and organizational skills. The ideal candidate will possess excellent verbal and written communication skills, can build profitable customer relationships, is highly motivated, can multi-task and prioritize, is extremely organized, and can deliver exceptional customer service while remaining focused on quality.
Other requirements include:
•College degree or higher
•3+ years in a high tech client services role
•Proven experience in client relations and/or account management
•Ability to set and manage expectations, resource and time
•Ability to work well and contribute independently as well as in a team environment
•Highly detail oriented and quality driven
•Ability to multi-task and manage projects and clients
•Knowledge of HTML and Internet software applications
•Saleforce.com experience a plus