Manager, Client Experience & Solutions

SS&C is a leading financial services and healthcare technology company headquartered in Windsor, Connecticut, with 27,000+ employees across 35 countries. Over 20,000 organizations rely on SS&C for expertise, scale, and technology.

About The Role

The Black Diamond Trust team is seeking a Manager, Client Experience & Solutions to join the Client Service team. This hybrid role blends client service, technical support, and operations. You will serve as a central point of contact for clients and internal teams, supporting inquiries, troubleshooting issues, and ensuring timely resolution of tickets. The role includes maintaining knowledge bases, responding to client functionality inquiries, delivering training, managing projects, and overseeing internal workflows. This is a management role that involves overseeing team resources and managing stakeholder requests to ensure alignment of priorities and timely delivery of outcomes.

SS&C combines proprietary technology with deep industry expertise to support complex financial and healthcare operations. You will work with industry experts, modern platforms, and evolving technologies, gaining exposure to real-world operational challenges and large-scale enterprise environments.

Responsibilities

• Provide Tier 2 support for client- and team-reported issues through in-depth analysis, troubleshooting, and solutioning
• Collaborate with internal stakeholders to document defects and recommend usability enhancements
• Serve as a primary or secondary point of contact for assigned client relationships
• Act as a key member of the Client Services management team, supporting the broader client portfolio as needed
• Create and maintain technical documentation, user guides, and standard operating procedures (SOPs)
• Deliver system training to clients (virtually and onsite) post-implementation or as needed
• Lead and coordinate meetings with clients, internal teams, and external partners
• Manage assigned tickets and ensure timely updates and resolution
• Troubleshoot and research technical issues across multiple systems
• Analyze system and business impacts to recommend effective solutions
• Manage contractual SLAs and ensure timely delivery of software updates

Requirements

• Bachelor’s degree or equivalent experience required
• 7+ years of experience in client service, business analysis, operations analysis, quality assurance, relationship management, or similar roles within financial technology or banking
• Proven interpersonal, analytical, and creative problem-solving skills, with strong attention to detail and strategic thinking
• Ability to communicate effectively with both technical and non-technical stakeholders, including developers
• Proven ability to work independently and manage complex, variable situations with limited standardization
• Familiarity with the Software Development Life Cycle (SDLC) and testing methodologies
• Strong proficiency in navigating relational databases, including the use of SQL queries
• Strong project management skills with the ability to meet strict deadlines and release schedules
• Proactive, highly adaptable, and collaborative, with a demonstrated ability to quickly learn and apply new concepts
• Strong technical aptitude, including a foundational understanding of how software code changes are developed and deployed

Strong preference for candidates with experience in trust accounting and knowledge of P&I accounting.

Benefits

• Medical, dental, and vision coverage
• 401(k) plan with company match
• Paid time off, holidays, and parental leave
• Professional development reimbursement opportunity

Pay

Actual base salary will vary based on relevant skills, prior experience, education, demonstrated performance, and geographic location.

• New York: $100,000 – $120,000 USD
• Colorado: $100,000 – $120,000 USD
• Other States: $100,000 – $120,000 USD

In addition, employees in this role may be eligible for a discretionary annual bonus and/or equity awards, such as restricted stock units or stock options, based on individual and business performance.