Customer Communications Manager

SS&C Technologies

1d • Hybrid

About The Position

This is a newly created role within SS&C Intralinks’ Customer Experience function. You will be the first specialist hire into a function that has grown from zero to 100+ global customer touchpoints in just 4 years — and is now scaling rapidly. Reporting directly to the Global Head of Customer Communications, you will own the craft, delivery, and operational backbone of our customer communications programme — spanning in-app notifications, customer emails, surveys, supporting content, and enablement materials. You will work across a broad set of tools (Gainsight PX, Gainsight CS, Qualtrics, Zendesk, ServiceNow) and partner with stakeholders across Product, Legal, CS, Sales, and Engineering to ensure our customers receive timely, accurate, and well-targeted communications at every touchpoint.

Requirements

• 3+ years in a communications, customer experience, or related role, with demonstrable ownership of written content and end-to-end delivery across multiple channels
• Excellent written communication skills: able to translate complex technical or operational topics into clear, plain-language messages suited to a range of customer personas (administrators, decision-makers, application developers/support, compliance officers, fund managers, deal-makers, legal SMEs etc.)
• Technically adaptable and a proactive self-starter: willing and able to learn tools to a working level, including CX platforms, in-app messaging tools, survey tools, and support centre software
• Highly organised with strong attention to detail: able to manage multiple concurrent workstreams without dropping quality, documentation, or stakeholder alignment
• Comfortable operating across functions: confident partnering with Product, Legal, CS, Sales, and Engineering stakeholders, navigating competing priorities, and moving work forward independently
• Proven ability to manage a high volume of concurrent projects across a complex stakeholder landscape, while maintaining accuracy, speed, and quality
• Capacity to see both sides of the communication — able to walk in the shoes of the customer and customer-facing teams, while stepping back to understand broader business context and programme goals

Responsibilities

• Craft, develop and maintain customer communications across all channels: in-app notifications (Gainsight PX), customer emails (Gainsight CS), surveys (Qualtrics), support centre articles (Zendesk), and broader multi-channel communications for product updates, service changes, legal notices, and security events
• Review, update, and maintain the global Customer Touchpoint Library (SharePoint), ensuring all 100+ touchpoints are accurately documented, business-context write-ups are complete, and audit trails are retained
• Build and maintain the customer communications calendar (SharePoint): track all scheduled and planned touchpoints, manage sequencing, and flag overlap risks across concurrent programmes
• Own audience generation and data validation: coordinate multi-system data extraction, contact hygiene, manual contract verification, and account ownership confirmation to ensure accurate and compliant targeting
• Produce enablement materials for every customer communication: customer-facing FAQ(s), internal FAQ(s), CS&D Knowledge Centre articles (collaboration with Support Centre Team, Zendesk), internal announcement(s), talking points, and Sales/AM team updates to ensure customer-facing colleagues are equipped at the point of send
• Serve as an active participant in cross-functional programmes including the ILP-to-Trinity platform migration, Digital Customer Journey, Total Landscape of Communications, and Comms Audit Readiness
• Contribute to and help expand the Voice of Customer programme: support NPS, CSAT, and Large Account Health survey design and distribution, analyse response data, and help bring customer insight into the business across our products
• Support adoption journey expansion

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed