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Customer Success Manager
2 months ago
Allego is a rapidly growing SaaS technology company in the metro Boston area with a modern approach to learning and enablement for today's distributed teams. Our technology ensures that sales teams have the skills and latest knowledge to make the most of every selling situation. With nearly 500,000 users relying on Allego’s platform to access learning, the best sales content, and peer collaboration at the moment of need, we’ve experienced triple digit growth every year. Not only are we growing quickly, but The Boston Business Journal, The Boston Globe and Inc. Magazine have all named us as a top place to work.
How you’ll make a difference:
Allego’s curious and self-driven Customer Success Managers have a direct impact on Allego’s growth. As a CSM, you are ultimately responsible for the high touch, complete post-sales services lifecycle of a portfolio of Allego customers. You will handle implementation of brand new customers, and through your partnership, guide those customers to expand usage and drive adoption. You celebrate your customers’ success as if it is your own
Our Customer Success team is collaborative, energizing, and fast paced, and our CSMs take pride in helping to transform the way that ideas are shared and learning happens. You will be integral to Allego’s success through:
- Working with a portfolio of customers will who range in industry and size to manage their initial and ongoing success; from onboarding and implementation through training and use case expansion.
- 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.
- Partnering with Sales to manage the smooth transition from Sales to Implementation to Expansion and Renewal.
- Acting as the product expert, customer advocate, and liaison between your customers and Allego’s Product Management team to translate business requirements into product enhancements.
- Executing monthly proactive outreach to clients in order to review usage, opportunities for use case expansion and assess overall level of satisfaction.
- Handling customer references, case studies and testimonials for your customers.
Requirements
The experience you'll bring:
- 5 years experience in a fast-paced SaaS client services role, including new customer implementation, onboarding, and ongoing relationship management preferred.
- Strong project management experience in client relations/account management with a consultative approach.
- Proactive, self-motivated team player with innovative ideas to enhance client loyalty, retention, and growth.
- Excellent communication skills, both written and verbal, with experience in individual and group presentations.
- Strong interpersonal skills with a track record of building positive relationships.
- Skilled in cross-functional leadership and team coordination.
- Highly organized with strong time management abilities, capable of handling multiple projects simultaneously and setting clear expectations.
- Detail-oriented and quality-focused.
- Adaptable to a fast-paced, evolving startup environment while maintaining a positive attitude.
- Bachelor's degree or equivalent preferred, but not required.
- Proficient in Google Suite, Salesforce.com, and Microsoft Office; experience with Outlook, Excel, Word, and PowerPoint is a plus.
