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Job Description
About AltaReturnAltaReturn is a premier provider of innovative software solutions tailored for the Private Capital and Credit sectors. Our platform offers both comprehensive technology suites and specialized modules, designed to break down barriers between systems, data, and personnel. We seek intelligent, driven, and innovative individuals to enhance our team and assist our clients in reaching their objectives. Working at AltaReturn means engaging with leaders in the fintech landscape, where creativity and forward-thinking drive our mission to develop flexible financial software solutions that empower our clients. Our culture fosters collaboration, continuous learning, and a shared commitment to growth and innovation. Whether you are contributing to a groundbreaking project or enjoying a casual conversation at a team event, the enthusiasm is palpable. We encourage our team members to be open, approachable, inquisitive, and dedicated to personal and professional development. By embracing these values, we aim for ongoing enhancement, outstanding partnerships, and remarkable outcomes. Join us in transforming the alternative investment landscape and shape your future with AltaReturn.
Job SummaryThis position oversees the daily interactions with a portfolio of clients, ensuring a comprehensive, data-informed perspective on their overall experience with all teams, products, and services at AltaReturn. Reporting to the Head of Customer Success, the Client Success Manager engages directly with clients to cultivate relationships throughout their organizations, leveraging these connections to enhance product utilization and adoption, secure sales endorsements, identify revenue prospects, and guarantee long-term satisfaction. Internally, the Client Success Manager serves as a vital link, compiling and maintaining an extensive 'client profile' and sharing pertinent information for others to utilize across our organization, including product, sales, and executive teams. This role necessitates the ability to independently and proactively establish rapport with senior client contacts, alongside the skill and discipline to distill and document relevant insights from those interactions.
ResponsibilitiesFoster trusted relationships with executives and key stakeholders within client organizations to comprehend their strategic objectives, drive product adoption, and achieve customer-defined outcomes and value. Develop success plans that align use cases with customer goals and customize them to fit the client's specific business hierarchy and organizational structure. Manage the escalation of client issues and potential risks, coordinate the risk mitigation process, and ensure successful resolution of challenges to create a positive customer experience. Participate in the onboarding process to understand strategic goals and the client's unique business hierarchy and organizational structure. Utilize various methodologies and best practices to support successful implementation on the customer side and provide high-level training on AltaReturn products/features. Create new materials for clients, including executive/quarterly business review presentations, rollout plans, and proposals. Collaborate cross-functionally with Account Management to secure renewals and identify new revenue opportunities. Meet annual renewal and growth targets in partnership with Account Management. Monitor and report on key metrics for Customer Success, including Net Recurring Revenue (NRR), Time-to-Value, NPS, and Customer Health, among others. Communicate updates on AltaReturn products and broader market trends to the customer base consistently. Act as an extension of the Customer Success leadership team, executing strategic initiatives and projects to advance the Customer Success function and business objectives. Mentor junior team members and actively contribute to the enablement across the Customer Success organization. Requirements
Minimum of 5 years of experience managing a portfolio of existing clients in a Customer Success Manager, Account Manager, Customer Relationship Manager, or similar role, with a verifiable track record of success. Proven experience in proactively establishing and nurturing new relationships across client organizations, from executive assistants to CEOs. Strong accountability, work ethic, urgency, and ownership, with the ability to work effectively both independently and collaboratively. Data-driven, highly organized, and detail-oriented. Must be coachable, eager to learn, and possess the right mix of patience and determination. Ability to interact and collaborate with key stakeholders at all levels within client organizations. Excellent interpersonal skills, with the capacity to communicate effectively with individuals at all seniority levels. Comfortable presenting to clients, both in-person and virtually. Capable of delivering results under pressure, working independently, and taking ownership of assigned tasks. Project management experience is advantageous. Strong negotiation skills, able to reach agreements that balance client satisfaction with company interests. Education/Certifications
Bachelor's Degree or Master's Degree from an accredited institution. What We Offer
Comprehensive health coverage options along with additional voluntary benefits. Access to an Enterprise Udemy membership featuring thousands of personal and professional development courses. 401K with company match up to 4% or an Employee Pension plan. Competitive compensation and year-end bonus potential. Flexible paid time off. Charitable donation matching, along with volunteer and voting paid time off. Numerous team-building activities to promote collaboration in a dynamic and enjoyable work environment.
