Customer Success Manager

Customer Success · London, London, City of
Department Customer Success
Employment Type Full-Time
Minimum Experience Mid-level

Allocator:


Allocator is a software and data-as-a-service company, providing integrated data management solutions to the alternative investments industry. We champion the pursuit of clarity, opportunity, and efficiency for capital allocators around the world and are fast becoming the innovation partner of choice for the world’s leading investment offices. We help private market investors transform their investment operations and research processes by providing a world-class data and analytics platform to support their investment decision processes.


At Allocator our people and culture is at the heart of our success and is driven by excellence, inclusion, and fun. We strive for excellence through innovation in a collaborative and agile environment and are always looking for great people to work with us to build the next generation of data management and software solutions for the alternative investment management industry.


About the Role:


As a Customer Success Manager at Allocator, you will provide world-class customer service to our institutional data and software clients by understanding how they use our data and software products to drive their businesses forward. You will work closely with our Sales, Data, Product, and Technology teams on client retention and growth opportunities and ensure that our clients are getting the most out of our products and services. Your proactive contribution to account management will ensure that our clients are engaged and fully utilizing our capabilities by being the subject matter expert for all proactive and reactive service requests.


Primary Job Responsibilities:


  • Serving as a subject matter expert to Allocators clients who license our Data or Software products
  • Creating a structured set of metrics/analytics to continuously and consistently communicate mutual key performance indicators with the client to monitor risk, drive value-add activities, highlight new business opportunities and areas to improve our service
  • Conduct regular business reviews with clients to provide updates on value-add activities from Allocator and ensure alignment between Allocators Customer Success Plan and the client’s priorities
  • Identify new business and cross-selling opportunities within existing customer accounts and develop account plans to map out success metrics for all customers
  • Ensuring key internal stakeholders (CSMs, sales, data, product, and tech managers) are aware of sensitive client information that impacts the overall relationship
  • Provide world-class training and onboarding services for new and existing clients
  • Work proactively to identify upsell and cross-sell opportunities through regular client interactions and structured quarterly business reviews
  • Acting as the point of escalation for the account and coordinating both internally as well as with the client to resolve escalated issues
  • Ensuring the voice of the customer and client satisfaction expectations are appropriately represented in product roadmap decisions


Skills and Qualifications:


  • Two to five years of client service or sales experience
  • Strong understanding of the Investment Management or Portfolio Management/Analytics Software industry
  • A deep client service focus with strong technical, presentation, communication, and consultative skills
  • Excel in a fast-paced environment while still producing very high-quality, detail-oriented work
  • Proactive, strategic, and analytical thinker with a collaborative approach to problem-solving and project management
  • Ease in dealing with ambiguity; ability to create focus, coordination, and keeping internal & external stakeholders on track
  • Be able to solve problems and propose innovative ideas and solutions to help achieve scalability of the product
  • Ability to foster strong internal and external partnerships and relationships; take a collaborative approach; and work effectively across different business and functional areas
  • An intense desire to achieve client satisfaction, retention, and growth goals
  • Sound technical understanding of systems, data collection, and delivery
  • Proven organizational and multi-tasking skills, as well as a thorough understanding of investment data, financial analysis, and competitive landscape as well as market trends impacting our clients
  • Master’s degree in a related discipline (business, economics, or finance) or Bachelor’s degree from a top tier institution


Other benefits:


  • Flexible working
  • Participation in the company equity scheme
  • Professional development budget (eg. CFA/CAIA)
  • Private medical cover
  • Pension Plan Contributions
  • Monthly socials, snacks, weekly team drinks, etc.


Allocator appreciates and respects diversity, and as such, we are an equal opportunity employer

Thank You

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  • Location
    London, London, City of
  • Department
    Customer Success
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level