Manager, Client Experience & Solutions

SS&C Technologies; New York (NY); Hybrid; USD 120,000 - 160,000; Full time

Job summary

SS&C Technologies is seeking a Manager, Client Experience & Solutions to join our Client Service team in a hybrid role blending client service, technical support, and operations. You will serve as a central point of contact for clients and internal teams, manage tickets, document defects, deliver training, and oversee workflows while aligning priorities and ensuring timely delivery.

The position requires 7+ years in related roles, a bachelor's degree, strong SQL and SDLC knowledge, and proven

Qualifications

• Bachelor's degree or equivalent experience is required.
• 7+ years in client service or related roles in fintech/banking.
• Strong communication, analytical, and project management skills.
• Experience with SDLC and relational databases.

Responsibilities

• Provide Tier 2 support for client issues through analysis and troubleshooting.
• Document defects and recommend usability enhancements with stakeholders.
• Serve as primary/secondary contact for client relationships.
• Lead client services initiatives and coordinate cross-functional meetings.
• Create and maintain technical docs, user guides, and SOPs.
• Deliver system training to clients, post-implementation or as needed.
• Manage tickets, ensure timely updates and resolution.
• Analyze system impacts to propose effective solutions.
• Oversee SLAs and software-release delivery.

Skills

Client service

Business analysis

Operations analysis

Problem solving

Stakeholder communication

Education

Bachelor's degree or equivalent experience

Tools

SQL

Job description

Job Description

Job Title: Manager, Client Experience & Solutions
Location: New York, NY, Jacksonville, FL, Denver, CO | Hybrid

About the Role

The Black Diamond Trust team is seeking a Manager, Client Experience & Solutions to join our Client Service team. This is a unique hybrid role that blends client service, technical support, and operations.
This individual will serve as a central point of contact for both clients and internal teams, supporting inquiries, troubleshooting issues, and ensuring timely resolution of tickets. The role also includes maintaining internal and external knowledge bases, responding to client functionality inquiries, delivering training, managing projects, and overseeing internal workflows.
Success in this role requires proactive communication, strong technical and analytical capabilities, and a solid understanding of the systems and markets we serve.
This is a management role that includes overseeing team resources and managing stakeholder requests, ensuring alignment of priorities, effective execution, and timely delivery of outcomes.

Why Join SS&C

SS&C combines proprietary technology with deep industry expertise to support complex financial and health care operations. Our teams design, implement, and operate solutions that help clients manage data, automate processes, and scale their businesses with confidence.
You will work with industry experts, modern platforms, and evolving technologies, gaining exposure to real-world operational challenges and large-scale enterprise environments.

How You Will Make an Impact

• 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

Required Experience

• 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, enabling the identification of programming errors or inconsistencies and the recommendation of effective solutions.
• 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. This enables more efficient troubleshooting and supports identification of automation opportunities and process improvements
• Strong preference for candidates with experience in trust accounting and knowledge of P&I accounting

Join SS&C, where innovation meets global opportunities.

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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 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.

Actual base salary will vary based