Client Success Manager Job Listing at Eze in Sydney, NSW (Job ID R32713)

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

Hiring Requirements

Job Details

SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

Description

Want to work in a dynamic environment at the intersection of Wall Street and Technology? SS&C Eze, Advent & I&IM are leading providers of award-winning software and services for the global investment management industry, are seeking a Customer Success Relationship Manager.

Relationship Managers on the Customer Success team serve as trusted advisors to our customers, helping them to achieve success with their SS&C solutions while maximizing their return on investment. By leveraging a proactive consultative approach, our Client Success Managers bring SS&C's best ideas, innovations, and capabilities to their portfolio of customers, matching these to the customer's business objectives. Customer loyalty, growth, and renewal rates are at the forefront of our goals.

Mission:

SS&C's Customer Success Relationship Managers serve as trusted advisors to our loyal customers, helping them to achieve success with their solutions while maximizing their return on investment. By leveraging a proactive consultative approach, our Relationship Managers bring SS&C'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 SS&C's capabilities, and providing recommendations on how to proceed. Relationship Managers are an integral component of our Global Customer Experience team at SS&C, 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.

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 SS&C solutions to maximize adoption, growth, and account retention as well as the trusted advisor role with the customer.
• Develop account and engagement plans for SS&C 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 SS&C 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 SS&C's abilities.
• Drive the value of SS&C'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 SS&C product suite and industry (where not already present).
• Work collaboratively with the Marketing and Sales teams to identify and build customer references.

Experience & Attributes

• Key to this role is being able to articulate value, inspire and sell the SS&C 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.
• Extensive direct customer/account management experience in enterprise software, business consulting or a related field.
• 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%.
• BA/BS or equivalent degree or related work experience.

Personal Characteristics:

• Passionate about the success of your customers.
• Inspirational, energized individual who's not afraid move fast and take risks in the name of innovation.
• Passionate about the intersection of technology and the financial services industry.
• Someone who makes sense out of complexity yet communicates with a level of simplicity.
• High performance and passionate about your customers, the Fintech space, your career.
• Collaborative thought-leader.

If you've got what it takes to be a great Relationship Manager and want to work on a hardworking, success-oriented and fun team, then apply today.

At SS&C, you'll find a rewarding career where you can thrive at every level. We invest in our employees through offering competitive compensation and benefits, progressive training opportunities, and wellness programs that empower employees to achieve total (physical, financial, social & community) well-being. SS&C's culture thrives on teamwork and diversity. Plus, a Global Flexible Time Off (FTO) policy, providing the freedom and flexibility to take the time off that you need - when you need it. So, bring your unique perspective and talent to SS&C and thrive in your work today!

SS&C is an equal opportunity employer, committed to a diverse workforce 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.  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. 

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.