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$85k–$105k/yr
Full-time
bachelor degree
Medical Coverage, Dental Coverage, Vision Coverage, 401(k) Plan With Company Match, Paid Time Off, Holidays
Posted 25d ago
~40 hrs/week
Responsibilities
The Customer Success Manager drives successful client outcomes by onboarding new users, monitoring product adoption, and acting as a strategic advocate. They collaborate with Sales and Product teams to resolve issues, conduct QBRs, and identify opportunities for upsell and cross-sell.
Requirements
Candidates must have a Bachelor's degree and 2-3 years of experience in a client-facing SaaS role. Strong communication skills and a proven track record in driving customer retention and product adoption are required.
Full job description
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
Job Title: Customer Success Manager
Locations: NYC OR Waltham, MA locations only – Hybrid 6x a month (Hiring locally only)
About the Role
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.
About the Team
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.
Why Join SS&C
SS&C combines proprietary technology with deep industry expertise to support complex financial and health care operations. Our teams design, implement, and operate solutions that help clients manage data, automate processes, and scale their businesses with confidence.
You will work with industry experts, modern platforms, and evolving technologies, gaining exposure to real-world operational challenges and large-scale enterprise environments.
How You Will Make an Impact
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.
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.
Required Experience
Education: 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
It would be great if you also had 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
Join SS&C, where innovation meets global opportunities. Click here to apply.
#LI-BP1 #CA-BP
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 offers a comprehensive total rewards package designed to support your wellbeing, growth, and future. Our benefits include medical, dental, and vision coverage; a 401(k) plan with company match; paid time off, holidays, and parental leave; and professional development reimbursement opportunity.
Applications will be accepted on an ongoing basis until the position is filled.
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.
SS&C is a leading global provider of mission-critical, cloud-based software and solutions for the financial and healthcare industries. Named to the Fortune 1000 list as a top U.S. company based on revenue, SS&C (NASDAQ: SSNC) is a trusted provider to more than 23,000 financial services and healthcare companies, with over 27,000 employees and operations in more than 35 countries. Built upon a foundation of expertise, innovation and excellent customer service, SS&C powers some of the largest financial and healthcare firms in the world.
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ALPS Portfolio Solutions Distributor, Inc., ALPS Advisors, ALPS Funds and SS&C Technologies are affiliated. Distributed by ALPS Portfolio Solutions Distributor, Inc.
AN INVESTMENT IN THE FUNDS INVOLVES RISK, INCLUDING LOSS OF PRINCIPAL. AN INVESTOR SHOULD CONSIDER INVESTMENT OBJECTIVES, RISKS, CHARGES AND EXPENSES CAREFULLY BEFORE INVESTING. TO OBTAIN A PROSPECTUS, WHICH CONTAINS THIS AND OTHER INFORMATION, CALL 1.877.398.8461 OR VISIT WWW.ALPSFUNDS.COM. READ THE PROSPECTUS CAREFULLY BEFORE INVESTING.
Offices: 80 Lamberton Road, Windsor, CT 06095, US · 4 Times Sq, New York, 10036, US · 2 Rue Jean Monnet, Luxembourg, Luxembourg 2180, LU · 50 Milk St, Boston, Massachusetts 02110, US · 110 N Fulton Ave, Evansville, Indiana 47710, US
portfolio managementtradingprivate equityfund of funds and hedge fund administrationinstitutional outsourcingfinancial services softwareASPBPOand LicenseWealth Management
Based on 2913 listings with disclosed salaries, most sales jobs in Massachusetts pay between $65k–$190k per year. Individual offers vary with seniority, company size, and specialization.
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