Senior Customer Success Manager

As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

Job Description

About the Team

The global Customer Success team is integral in creating long term value for Intralinks’ customers and ensuring their success with our technology. This team is highly regarded as trusted advisors that guide and advocate for our extensive portfolio of customers in industries such as Banking & Securities, Alternative Investments and more.

Working closely with customers, the Customer Success team plans SaaS implementations, on-boardings, trainings, and ongoing support. This team also identifies opportunities and challenges through customer engagement and takes action to help resolve issues, drive adoption and foster increased value for the customer.

Overview

The Customer Success Manager (CSM) works with customers as the main point of contact for new and on-going implementations. In this role, the CSM will act as a subject matter expert to drive a positive customer experience through the onboarding process and ongoing support throughout the customer’s project lifecycle.

The CSM will work closely with the Intralinks Sales team as well as collaborate with many other internal groups. The CSM will work under the guidance of other CS professionals and will apply best practices, or company policies and procedures to execute work and resolve routine issues.

Responsibilities

• Drive excellent customer experience. Execute successful customer onboarding and implementation of customer projects. Determine appropriate project features and functionality and liaise with key contacts throughout the entire engagement with the customer.
• Develop familiarity with concepts, practices, and procedures in the M&A and Alternative Investments environments.
• Manage customer relationships and expectations together with the Sales team.
• Collaborate internally with various teams like Support, Technical Support, Engineering and Product to facilitate customer requests, issue troubleshooting and product improvement.
• Occasional business travel will be required for on-site customer engagement and company events.

Qualifications

• Able to work independently in a fast-paced office environment.
• Solid presentation skills, communication skills, technical acumen, and problem solving skills.
• 3+ years experience providing customer service in a SaaS environment.
• Fluency in English a must; additional languages (Bahasa, Vietnamese, etc) a considerable advantage.
• Bachelor’s Degree preferred.

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.