Senior Business Relationship Manager

4 weeks ago

London, Greater London, United Kingdom AltaReturn Full time

About AltaReturn

We are a leading provider of software solutions for the Private Capital and Credit markets. Our cutting-edge technology suite helps eliminate boundaries between systems, information, and people.

Job Summary

This role manages daily client relationships and maintains a comprehensive view of their overall experience with our team, products, and services. Reporting to the Head of Customer Success (Credit), this role interfaces directly with clients to build relationships across the client organization and leverages these connections to improve product usage and adoption, secure sales references, identify revenue opportunities, and ensure long-term satisfaction.

Responsibilities

  • Build trusted relationships with senior client contacts to understand their strategic goals, drive product adoption, and achieve customer-defined outcomes/value.
  • Create success plans that align use cases with customer objectives and configure them to client-specific business hierarchy and organizational structure.
  • Drive escalation of client issues and potential risk, quarterback the risk mitigation process, and ensure successful resolution of issues to create a positive customer experience.
  • Participate in on-boarding processes to understand strategic goals and client-specific business hierarchy and organizational structure.
  • Leverage various methodologies and best practices to support successful implementation on the customer side and train customer resources at a high level on Allvue products/features.
  • Develop new materials for customers, including executive/quarterly business review presentations, roll-out plans, and proposals.
  • Work cross-functionally with Account Management to secure renewals and identify new revenue opportunities.
  • Achieve annual renewal and growth targets in partnership with Account Management.
  • Track and report on key metrics for Customer Success, including Net Recurring Revenue (NRR), Time-to-Value, NPS, and Customer Health, among others.
  • Communicate Allvue product and broader market updates to the customer base in a consistent manner.
  • Act as an extension of the CS leadership team, delivering on strategic initiatives and projects to propel the CS function and business forward.
  • Mentor more junior members of the team and play an active role in enablement across the CS org.

Requirements

  • At least 5 years' experience managing a book of existing clients as a Customer Success Manager, Account Manager, Customer Relationship Manager, or similar role, with a referenceable track record of success.
  • Experience proactively seeking out and establishing new relationships across the client organization, including contacts from executive assistant to CEO.
  • Must be accountable with a strong work ethic, sense of urgency, and ownership, and able to work effectively both independently and as part of a team.
  • Data-driven, highly organized, and detail-oriented.
  • Candidates must be coachable, always willing to learn, and have the right combination of patience and tenacity.
  • London-based with at least 30% travel to other parts in the UK, US, Europe, or other locations as required.
  • Previous experience in SaaS and/or software is a plus.
  • Financial industry experience is preferred, specifically with Fixed Income, FX, or Loan asset classes.
  • Fluency in languages other than English is a plus.
  • Candidates should be customer-centric with a focus on driving customer outcomes and achieving customer objectives in partnership with Allvue and its suite of products.
  • Ability to interact and collaborate with key stakeholders at all seniority levels within client organizations.
  • Excellent interpersonal skills, with the ability to communicate efficiently with individuals at all seniority levels.
  • Candidates should be comfortable presenting to clients, big and small, both in-person and virtually.
  • Ability to deliver results under pressure, work independently, and take ownership of assigned tasks.
  • Project management experience is a plus.
  • Strong negotiation skills with the ability to effectively 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

  • 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 ($120,000 - $150,000 per year) 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.

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