Title: Customer Success Manager 

Location: Monmouth County, New Jersey preferred. Remote considered.

Hours: Flexible, Full-Time

Reports To: VP of Worldwide Sales 

Responsibilities

• Manage the Customer Experience and Journey through the engagement lifecycle for a portfolio of clients. This includes Pre-sales opportunity reviews, Onboarding, Escalation management, Contract updates, and Contract renewals.
• Manage service delivery for existing clients by leveraging internal resources and tools to maintain project plans, service levels, processes, and deliverables. Perform risk assessments to include the collection and development of recommendations to mitigate risk.
• Working with our Product Management, Operations, and Engineering teams, provide high-quality service delivery by ensuring Service Level Agreements are met, that services and projects meet customer satisfaction, and that deliverable obligations to the customer are met.
• Identify business optimization and sales opportunities within assigned accounts related to Allure Security service solutions.
• Operate in a mode of continuous improvement; identify and implement improvements to enhance Customer Success objectives.
• Other duties as assigned

The Person 

Experience & Expertise 

• Confidence speaking to C-level executives about technology services solutions and ability to explain how those solutions benefit their business.
• Possess excellent organizational and analytical skills, be detail-oriented, and work effectively with individuals at various levels of the organization (Executive, Sales, Operations, etc.).
• Be a self-starter, demonstrate sound judgment and resourcefulness in prioritization, decision-making, and problem-solving. Think and work independently in a hands-on role while also being a team player.
• Bachelor's Degree and/or 5-8 years of experience in Information Technology or Business-related field.
• Minimum of 3 years of Account- or Relationship- Management experience in a technical solutions environment.
• Excellent analytical capability and demonstrated experience performing complex problem-solving.
• Excellent communication, presentation, listening, and negotiation skills.
• Commitment to customer satisfaction.

Allure Security Values 

We learn from our customers: When customers or prospects talk, we listen and learn from what they are saying. We are inspired by a strong vision, and guided by the hand of the market.

We invent awesome stuff: We’re solving a technical problem that had been written off as unsolvable long ago, despite it currently costing $40B a year online fraud. In an industry where every company sounds the same, we strive to be doing something so different that we clearly stand out. 

We are honest, ethical, and kind: We hold ourselves accountable to acting with integrity and the best of intentions for our customers, partners, and colleagues.  

We make each other successful: We are committed to a culture that fosters inclusivity, diversity of thought, and mutual respect. We ask for help when we need it and we give help when we’re asked. When we have a failure, we focus on how we can learn from the experience to improve our future outcomes. 

This is who we are.