Customer Success Manager

SS&C Technologies•Waltham, MA

22d•$85,000 - $105,000•Hybrid

About The Position

SS&C Intralinks provides technology solutions for the global banking, deal-making and capital markets communities. As pioneers of the virtual data room, SS&C Intralinks enables and secures information flow, facilitating strategic initiatives such as mergers and acquisitions, capital raising, and investor reporting. Today, SS&C Intralinks has earned the trust and business of more than 99 percent of the Fortune 1000. The SS&C Intralinks Alternative Investments business supports Private Capital and Hedge Fund firms. Our objective is to build strong relationships and provide solutions that help clients improve their investor communication/reporting, investor onboarding and fund marketing efforts as well as support their private capital M&A activities. This is a collaborative, dynamic team of customer service, marketing, product and sales professionals. In addition, Alternative Investment Firms rely on SS&C’s (Intralinks parent company) outsourcing services. With over $2.0 trillion of alternative assets under administration SS&C is a long-term alternative investments industry participant and a leader in supporting firms of all sizes, from new managers to mid-sized firms to larger institutions. As a member of the SS&C Intralinks customer success organization you may work with other business lines across SS&C in supporting common client relationships. At Intralinks solving for the customer is our only focus and everyone plays an important role. As a Customer Success Manager, you are responsible for driving successful client outcomes by offering strategic guidance and acting as their advocate, frequently collaborating with Sales, Support, and Product to solve problems and provide value. This is a Hybrid role working from the office six days per week.

Requirements

Bachelor’s degree
2-3 years of experience in a customer success, account management, or client-facing role within a SaaS company.
Experience implementing and supporting SaaS solutions.
Able to work standard business hours with flexibility off-hours and ongoing mobile phone (email) monitoring.
Excellent communication, interpersonal, and relationship-building skills.
Ability to problem-solve and manage multiple customer accounts in a fast-paced environment.
Proven track record of driving customer success, product adoption, and retention.
Strong organizational and time management skills, with the ability to prioritize tasks effectively.
Excellent written and oral communication skills (in person, over the phone and in front of audience of high company rank and technical abilities) and possess strong presentation skills

Nice To Haves

Prior experience with Alternative Investments - Private equity, Hedge or Investor/Fund Services Administration support
Relationships between Private Capital Fund Managers (GPs) and Investors (LPs)
Account Management, subscription accounts and contract renewals
Consultative and solutioning approach to understanding customer workflow and positioning SAAS solutions
Experience supporting and troubleshooting Internet-based applications.
Demonstrated ability to communicate well with technical resources and utilize strong logic abilities to think through and drive alternative solutions

Responsibilities

Onboard new clients and guide them through product setup, training, and initial usage to ensure successful implementation.
Serve as the primary point of contact for customer issues, troubleshooting problems, coordinating with support and technical teams, and ensuring timely resolution.
Act as a subject matter expert; driving best practices across Intralinks products and services
Act as a customer advocate internally, helping to shape product roadmaps and service offerings based on customer feedback and industry insights.
Monitor and drive product adoption and usage, ensuring customers are utilizing the platform to its fullest potential.
Provide training, resources, and tailored recommendations to help customers achieve success.
Regularly engage with customers through check-ins, QBRs (Quarterly Business Reviews), and other touchpoints to review progress, offer strategic guidance, and address any concerns or roadblocks.
Drive customer satisfaction and retention by identifying and mitigating churn risks.
Participate in contract renewal discussions, ensuring that customers see the value of continued partnership with us.
Work closely with sales, product, and support teams to relay customer feedback, advocate for customer needs, and influence product development and improvements.
Identify opportunities for upsell and cross-sell based on customer needs, and work with the account teams to expand product usage and drive additional value for customers.