About Allvue
We are Allvue Systems, the leading provider of software solutions for the Private Capital and Credit markets. Whether a client wants an end-to-end technology suite, or independently focused modules, Allvue helps eliminate the boundaries between systems, information, and people. We’re looking for ambitious, smart, and creative individuals to join our team and help our clients achieve their goals. Working at Allvue Systems means working with pioneers in the fintech industry. Our efforts are powered by innovative thinking and a desire to build adaptable financial software solutions that help our clients achieve even more. With our common goals of growth and innovation, whether you’re collaborating on a cutting-edge project or connecting over shared interests at an office happy hour, the passion is contagious. We want all of our team members to be open, accessible, curious and always learning. As a team, we take initiative, own outcomes, and have passion for what we do. With these pillars at the center of what we do, we strive for continuous improvement, excellent partnership and exceptional results. Come be a part of the team that’s revolutionizing the alternative investment industry. Define your own future with Allvue Systems!
Job Summary
The Client Advocacy and Critical Escalation (CASE) is a highly customer-focused, operational leader that will be responsible for establishing the CASE role at Allvue. With Allvue's continued rapid growth, we are searching for a strong leader to launch a world-class, critical escalation operation, with a high sense of urgency. As a member of the Customer Experience Group, the Client Advocacy and Critical Escalation should have strong technical knowledge of complex SaaS systems and deep experience leading the internal and external rapid response to complex incidents.
The Client Advocacy and Critical Escalation is a critical customer service role within Allvue's Support organization, working internally with Customer Success, Support Leadership, Product Management, Professional Services and Engineering teams, as well as externally with key strategic customers, to coordinate and drive the resolution of critical issues. The CASE team is a key driver for Priority-1 and executive-level customer escalations. This responsibility includes collaborating and partnering with the entire organization to drive action and foster growth. Overall, the candidate should have a strong problem-solving mindset, excellent organizational and communication skills, and the ability to work collaboratively and efficiently in a fast-paced environment.
This position’s regular working hours are 12am - 9pm EST.
Responsibilities
- Proven experience in coordinating and facilitating bridges for critical and high incidents, ensuring timely resolution and effective communication.
- Strong written and verbal communication skills to effectively prepare and send internal communications regarding critical issues and draft external-facing communication materials.
- Proficiency in conducting Post Incident Reviews (PIRs) and Root Cause Analyses (RCAs) for external incidents, identifying the underlying causes and recommending preventive actions to avoid future occurrences.
- Demonstrated ability to analyze data and information to identify customer pain points and drive corrective actions based on escalations, fostering increased partnership and support for Customer Success Managers (CSMs).
- Experience in tracking and updating key performance indicators (KPIs) to monitor the performance and effectiveness of incident management processes.
- Proven ability to organize and facilitate Operational Executive Board (OEB) calls, ensuring effective communication and collaboration among stakeholders.
- Strong knowledge and experience in running Emergency Change Advisory Board (ECAB) and Change Advisory Board (CAB) meetings as necessary, ensuring proper evaluation and approval of changes.
- Ability to effectively manage the problem backlog and facilitate movement with stakeholders as required, ensuring timely resolution and prioritization of problems.
- Availability for on-call shifts outside of regular working hours is required.
Requirements
- 5+ years' experience in a technical support environment, handling highly complex issues
- 3+ years managing, coordinating, and ensuring resolution on executive-facing escalations
- Outstanding communication skills at the C-Level: Both Written and Verbal Communications.
- Deep experience leading and responding to complex critical incidents
- Strong operational and services experience in a cloud services delivery environment
- Providing mission-critical support to large enterprise customers.
- Previous experience directing and maximizing the benefits of collaborating with global teams
- Practical experience managing multiple support teams, with a strong knowledge of all technical support functions and related engineering responsibilities.
- Enthusiasm about technology and finance.
Computer Skills
- Self-starter who can work independently.
- Detail-oriented, with solid organization and coordination skills.
- Excellent customer service knowledge and skills.
- Professional written and interpersonal skills.
- Experience with Confluence and Jira ticketing systems.
- Microsoft Office 365 experience and knowledge. (Outlook, Teams, Excel, OneDrive, SharePoint, etc.)
- Experience using Slack or other message systems.
- Desired: 3+ years of experience using Power BI to develop basic reports
Language Skills
- Fluent in both spoken and written English.
Education/Certifications
- Bachelor’s degree in information systems/technology, Computer Science, or a related field in technical engineering.
- Knowledge of Process improvement methodologies (Lean/Six Sigma/ITIL)
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 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
EEOC Statement
Allvue Systems provides equal employment opportunities (EEO) for all employees and applicants for employment. We recognize the real value of bringing people together from diverse backgrounds, experiences and perspectives - we don’t just accept difference, we celebrate and support it. We are committed to advancing these efforts through our strategies to hire, promote, create and support a diverse and inclusive environment throughout our workforce and workplace. It is our policy to prohibit discrimination and harassment of any type without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. In addition, Allvue will provide reasonable accommodations for qualified individuals with disabilities.
