Customer Success Manager

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.

Responsibilities

• Serve as the primary point of contact for customer issues, troubleshooting problems, coordinating with support and technical teams, and ensuring timely resolution.
• 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.

Requirements

• Education: Bachelor’s degree
• Experience: 2-3 years of experience in a customer success, account management, or client-facing role within a SaaS company.
• Experience: Experience implementing and supporting SaaS solutions.
• Flexibility: Able to work standard business hours with flexibility off-hours and ongoing mobile phone (email) monitoring.
• Skills: 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); Strong organizational and time management skills, with the ability to prioritize tasks effectively; Demonstrated ability to communicate well with technical resources and utilize strong logic abilities to think through and drive alternative solutions.

Qualifications

• Experience: 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.

Skills

• Communication: Excellent written and oral communication skills (in person, over the phone and in front of audience of high company rank and technical abilities).
• Problem-solving: Ability to problem-solve and manage multiple customer accounts in a fast-paced environment.
• Customer advocacy: Ability to act as a customer advocate internally, helping to shape product roadmaps and service offerings based on customer feedback and industry insights.

Benefits

• New York: The expected base salary for the position is between 85000 USD to 105000 USD.
• Massachusetts: The expected base salary for the position is between 85000 USD to 105000 USD.
• Bonus: Employees in this role may be eligible for consideration on an annual basis for a discretionary bonus and/or equity awards, such as restricted stock units or stock options, based upon individual and business performance at the company’s discretion.
• Other benefits: 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

• New York: The expected base salary for the position is between 85000 USD to 105000 USD.
• Massachusetts: The expected base salary for the position is between 85000 USD to 105000 USD.

Schedule

• Hybrid role working from the office six days per week.