Customer Success Manager

SS&C Technologies; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

SS&C Technologies seeks a Customer Success Manager to ensure client success across multiple engagements and drive customer loyalty. The ideal candidate will harness customer engagement tools to foster positive relationships and collaborate with cross-functional teams. This remote role promotes a dynamic work environment and values diverse perspectives.

Qualifications

• Experience engaging customers regularly.
• Familiarity with customer outcomes tracking and documentation.
• Ability to influence cross-functional teams.

Responsibilities

• Ensure customer success across multiple portfolios.
• Drive customer journey orchestration for the Customer Success team.
• Monitor customer contract renewal likelihood and collaborate with Account Managers on remedial actions.

Skills

Problem solving

Creativity

Communication

Customer engagement

Adaptability

Tools

Gainsight

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

Customer Success Manager

Location - Remote Spain

SS&C is leading the way. We continue to look for todays and tomorrow’s brightest talent, those that embody a spirit to improve not only their lives, but those around them. From college students to seasoned and experienced professionals, we encourage you to apply. SS&C prides itself on hiring diverse, honest, dynamic individuals, who value collaboration, accountability, and innovation to name a few.

SS&C Blue Prism allows organizations to deliver transformational business value via our intelligent automation platform. We make products with one aim in mind - to improve experiences for people. By connecting people and digital workers you can use the right resource, every time, for the best customer and business outcomes. We supply enterprise-wide software that not only provides full control and governance, but also allows businesses to react fast to continuous change.

Our Ideal Candidate Will Have:

• Flexibility to work in a rapidly changing, complex environment
• A passion for working with customers to help them be successful
• Experience in working with customer success tools such as Gainsight
• The ability to problem solve
• A creative mindset and the drive to implement new ideas
• Excellent verbal and written communication skills
• An ability to pick up new technology easily and a thirst for learning
• An ability to create structure in ambiguous situations and implement programs engagements to drive success.
• A great attitude with the ability to foster a fun, productive working environment.
• English speaking and at least but not limited to 1 other European language ( French or Spanish , Italian or Portuguese for others )

Your Experience

• You will have experience engaging customers on a regular basis
• You may have worked with customers to understand their required outcomes, document and track them.
• You will have worked with and influenced cross-functional teams to drive successful customer outcomes.

Your Responsibilities

You will be responsible for ensuring our customers' success across a breadth engagement portfolio of multiple customers. You will be striving to achieve long-term customer loyalty in our long tail of customers. You will work closely with the Sales organisation, Partners, Support team, Customer Experience, Professional Services and Product Management to ensure that SS&C Blue Prism is delivering overall superior service and support to our customers.

Additional responsibilities include but are not limited to:

• Driving a positive health score of your portfolio and steer customers towards being advocates of SS&C Blue Prism
• Driving customer journey orchestration (the ‘tech touch’) for the EMEA Customer Success team
• Engaging internal SS&C Blue Prism teams where needed to drive engagement and utilisation of the SS&C Blue Prism Digital Workforce and Robotic Operating Model within the customer’s environment
• Being sufficiently knowledgeable of the product roadmap and forthcoming product enhancements to engage with clients
• Building an awareness of the Digital Ecosystem and the Technical Alliance Partners’ usage of complementary technology to be able to crisply articulate the headlines to customers and help them understand how they could benefit from deploying them
• Co-ordinating the introductions and, where appropriate, the mobilisation of teams/resources required to support additional use of the SS&C Blue Prism product and the complementary technologies.
• Tracking all milestones related to Customer Success activities such that the overall progress of each priority customer's RPA program can be closely tracked
• Identifying potential use case material and share customer success reports and customer use cases with the Executive sponsors and SS&C Blue Prism’s Customer Experience team
• Identifying upsell and growth opportunities and collaborate with sales teams to ensure growth attainment; and,
• Monitoring the likelihood of customers renewing their current contract and work with the Account Manager to instigate remedial action where required.

EEO Statement / Non-agency Disclosure

We encourage applications from people of all backgrounds and particularly welcome applications from under-represented groups, to enable us to bring a diversity of perspectives to our thinking and conversation. It's important to us that we strive to have a diverse workforce in the widest sense.

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.

Background Checks

All offers of employment at SS&C are subject to background verification checks, including 5-year employment history, proof of eligibility to work in the hiring location, proof of address, credit check and criminal record check (where permitted by local law). The accuracy of all information you submit as part of your application is vital and may be used as part of the background-checking process should you be successful.

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.