Associate Director, Client Success Manager

SS&C Technologies•New York, NY

31d•$150,000 - $160,000•Hybrid

About The Position

The Customer Success Relationship Managers serve as trusted advisors to our loyal customers, helping them to achieve success with their Advent and Eze solutions while maximizing their return on investment. By leveraging a proactive consultative approach, our Relationship Managers bring Advent and Eze's very best ideas, innovations, and capabilities to their portfolio of customers and match these to the customer's business objectives, determining the best approach for leveraging Advent and Eze's capabilities, and providing recommendations on how to proceed. Relationship Managers are an integral component of our Global Customer Experience team, and we are looking for strong contributors to join our hybrid team of competitive and experienced professionals focused on transformational processes, customer loyalty, our customers' growth, and ultimately maintenance of our industry-leading renewal rates.

Requirements

BA/BS or equivalent degree or related work experience.
4-6 years of direct customer/account management experience in enterprise software, business consulting or a related field.
Key to this role is being able to articulate value, inspire and sell the Advent and Eze story for transforming the investment management industry. As a trusted advisor and coach, the Relationship Manager is the post-sales success leader for the customer.
Ability to multi-task and handle complex matters with little supervision and excellent follow-up.
High degree of organization, efficiency, urgency and follow through on program planning and execution.
Possess excellent verbal and written communication skills inclusive of outstanding presentation development and delivery skills, with the ability to inform, influence and impact all levels of management.
Demonstrated ability to communicate effectively, present and influence credibly at all levels of the organization, including executive and C-level.
Ability to prioritize and perform effectively in all situations.
Aptitude for both analyzing technical concepts and translating them into business terms and for mapping business requirements to technical solutions.
History of strategic and innovative thinking - exercises great judgment and decision-making capabilities.
Demonstrated ability to grow relationships and expand platform footprints with the customer firm.
Excellent interpersonal skills and the confidence to be an honest advocate, willing to push back when needed.
Prior hands-on working knowledge and/or implementation of a complex solution within the FinTech space.
Strong collaboration and team working skills.
Excellent follow-up skills with great attention to detail.
Willing to travel 15-30%.

Responsibilities

Proactively identify and prioritize accounts to focus efforts within a defined territory as based on perceived risk, potential growth opportunity, strategic value, and renewal time frame.
Develop long-term relationships with your portfolio of assigned customers, connecting with key business executives from C level on down. Effectively deliver scheduled business reviews to key business contacts.
Cultivate an understanding of your customers' business requirements, industry challenges and goals coupled with a strong understanding of how they are using their Advent and Eze solutions to maximize adoption, growth, and account retention as well as the trusted advisor role with the customer.
Develop account and engagement plans for Advent and Eze customers that outline their critical success factors, metrics for success, potential issues, and dependencies and provide recommendations for each. Collaborate with internal teams such as Services, Sales and Renewals to ensure execution of account and engagement plan.
Provide strategic oversight during the entire customer journey including implementation, optimization, growth, renewal and ensure a seamless handover of knowledge and responsibilities where appropriate.
Identify expansion opportunities and collaborate with the sales teams to ensure growth objectives and footprint increase.
Work closely with the Advent and Eze Services teams to identify new opportunities and facilitate transitions from Services following implementation, upgrades, migrations, etc.
Act as a collaborative partner with the Support teams to ensure customer tickets are resolved to the best of Advent and Eze's abilities.
Drive the value of Advent and Eze's Community through increasing customer registration and engagement whenever possible.
Be the voice of the customer to Product Management, Product Marketing, Support, Renewals, Services, Sales, Finance, etc. building strong working relationship with each to ensure customer success and consistency of contact.
Develop a thorough understanding of the Advent and Eze product suite and industry (where not already present).
Work collaboratively with the Marketing and Sales teams to identify and build customer references.