Customer Success Manager

About the role

The Customer Success Manager is responsible for nurturing our customers’ engagement with the ultimate focus on customer retention and growth. Day to day responsibilities include building long-term relationships with customers, ensuring timely renewals, participating in legal negotiations, serving as customers' trusted advisor, and advocating solutions across various teams.

Responsibilities

• Build long term relationships with customers
• Ensure timely renewals, participate in legal negotiations
• Serve as customers’ trusted advisor and partner with sales, professional services, legal, finance, engineering, and other teams to advocate solutions
• Develop and own customer success strategies, account plans, and best practices
• Become proficient in our product and be able to perform setup tasks for customers
• Own the renewal process of key enterprise accounts
• Primary point of contact for customer support
• Run and provide performance reports to key clients on a quarterly and annual basis
• Cook up and manage customer escalations
• Keep customer executives and business appraised of progress; make sure of timely progress towards resolution; report and escalate issues internally
• Be the customer's advocate and represent customers' needs and perspective internally to ensure continued product utilization and expansion

Requirements

• College Degree or equivalent experience
• 3-5 years Enterprise Customer Success/Account Management/Customer Service or similar experience
• Previous experience in a technology company, ideally SaaS
• Ability to generate reports, analyze and present data to customers
• Computer-savvy, including Excel
• Comfortable in a startup setting is ideal
• Able to manage multiple customers simultaneously
• Take initiative, be proactive and outcome-driven
• Able to communicate both problems and solutions clearly, effectively, and kindly
• Stellar problem-solving skills
• Know how and when to collaborate and escalate to solve a problem

Qualifications

• Minimum qualifications: We're looking for a standout CSM with the following skills

Skills

• Ability to generate reports, analyze and present data to customers
• Computer-savvy, including Excel
• Take initiative, be proactive and outcome-driven
• Able to communicate both problems and solutions clearly, effectively, and kindly
• Stellar problem-solving skills
• Know how and when to collaborate and escalate to solve a problem

Benefits

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.

Pay

N/A

Schedule

N/A

Benefits

N/A