Client Experience Account Manager – Transfer Agency

SS&C Technologies; Council of the City of Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

A leading technology firm in New South Wales is seeking an experienced Client Experience Account Manager. This role involves managing client relationships in the financial services sector, ensuring service delivery, and driving client satisfaction. The ideal candidate has over 5 years of account management experience, strong interpersonal skills, and knowledge in asset management or fund administration. This position offers a hybrid work model with diverse benefits.

Benefits

Flexibility: Hybrid Work Model

Private Health Insurance discount

Flexible Time Off

Training including SS&C University

Discounts on fitness clubs, travel and more

Qualifications

• 5+ years of account management or client-facing experience.
• Proven ability to build relationships with stakeholders.
• Excellent communication skills for both technical and non-technical audiences.

Responsibilities

• Deliver high-quality service to Transfer Agency clients.
• Engage proactively to drive client satisfaction and retention.
• Oversee client and regulatory change initiatives.

Skills

Account management

Relationship building

Communication

Presentation skills

Client engagement

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

Get To Know Us:

SS&C Technologies is the world’s largest independent hedge fund and private equity administrator, as well as the largest mutual fund transfer agency. SS&C’s unique business model combines end-to-end expertise across financial services operations with proprietary software and solutions to service even the most demanding customers in the financial services and healthcare industries.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model
• Your Future: Income Protection Insurance
• Work/Life Balance: Flexible Time Off
• Your Wellbeing: Private Health Insurance discount, Primary & Secondary Paid Parental leave, Death & TPD Insurance
• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
• Training: Hands-On, Team-Customised, including SS&C University
• Extra Perks: Discounts on fitness clubs, travel and more!

What You Will Get To Do:

The Client Experience Account Manager is responsible for the end-to-end delivery of high-quality service to our Transfer Agency clients, including asset managers, custodians, and responsible entities. This role ensures the seamless execution of operational service delivery, client and regulatory change, and the safe introduction of new products and services across the SS&C Transfer Agency offering. It also requires close collaboration with the SS&C Fund Administration team to deliver an integrated, bundled service where required.

A key focus of the role is proactive client engagement to drive satisfaction and retention, while supporting Relationship Managers in identifying and enabling growth opportunities.

• Provide oversight of all aspects of client service delivery, collaborating with the Senior Manager, Client Experience Account Management, and Relationship Managers to enhance service quality and drive long-term client value.
• Act as a trusted advisor to clients by understanding their business objectives, operational needs, and service expectations.
• Lead regular service reviews (e.g., monthly), ensuring contractual obligations and KPIs are met while identifying improvement opportunities and aligning on future objectives.
• Oversee client and regulatory change initiatives, working with internal teams to define priorities, delivery timelines, and ensure readiness for implementation.
• Track and report on client change activities, ensuring transparent communication and timely updates.
• Collaborate with internal teams and Relationship Directors to proactively manage client satisfaction and escalate concerns when necessary.
• Manage key account management responsibilities, including SLA/KPI tracking, reporting, and invoicing in coordination with the commercial team.
• Establish and maintain service meeting schedules and governance models to support structured client engagement.
• Drive governance frameworks to ensure optimal client relationships and effective stakeholder engagement.
• Serve as the escalation point for critical client issues, overseeing timely resolution and ensuring ongoing service delivery.
• Partner with operations teams to implement process improvements following incidents or escalations.
• Leverage client performance data and analytics to identify trends, anticipate needs, and enhance service delivery.
• Prepare and manage internal and external reporting, including presentation materials and dashboards.
• Chair internal client review meetings and support executive reporting.
• Complete and distribute weekly and periodic client reports as required.

What You Will Bring:

• 5+ years of account management or client-facing experience, ideally within Custody, Asset Management or Fund Administration.
• Proven ability to build and manage strong relationships with key stakeholders at multiple levels within client organisations.
• Excellent communication and presentation skills, with the ability to clearly articulate complex solutions to both technical and non-technical audiences.
• Strong interpersonal and relationship-building skills, with a customer-first mindset.
• Demonstrated experience in positioning and managing complex technology and services solutions.
• Experience working with technology platforms or SaaS solutions is highly desirable.
• Background in asset management or transfer agency is preferred.
• Experience in fund accounting is an advantage.

We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. It's essential to us that we strive to have a workforce that is diverse in the widest sense.

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.