Customer Success Manager (Alternative Investments) Job Listing at Intralinks in London (Job ID R35320)

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

SS&C Intralinks – Customer Success Manager – Alternative Investments -  London

About SS&C Technologies

SS&C is a global provider of investment, financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries.

Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

Job Description

SS&C Intralinks

A growth-oriented business unit of SS&C, Intralinks is a technology leader in M&A, Alternative Investments and Banking & Securities markets. Our solutions facilitate 1/3 of the world's global M&A deal flow and 50% of the private equity raised globally.

About the Role

We are looking for a proactive and experienced individual with a solid track record of managing customer relationships in the B2B SaaS space ideally within the Alternative Investments or Financial Services markets.

Your Responsibilities

• Serve as the main point of contact for a portfolio of strategic customers, ensuring their needs are met and value is continuously delivered.
• Acting as customer advocate develop and maintain strong, trusted relationships with customers, ensuring high engagement and satisfaction. Includes the ability to identify and effectively engage new stakeholders at the executive level.
• Lead strategic discussions with sales, SAMs and relationship managers, alongside customers to mutually identify opportunities for expansion and deepening of the engagement.
• Identify at risk accounts and develop strategies to mitigate churn, ensuring customer retention.
• Maintain regular, proactive communication with customers, providing updates, addressing concerns and gathering feedback to provide insights to product and leadership teams to enhance our offerings.
• Track and report on key customer success metrics, including customer health, satisfaction, and retention; using data to deliver a seamless experience across the customer journey.
• Master the Intralinks platform to help customers maximize efficiency and value. Regularly promote, demo, and provide insights on upcoming features and product enhancements.
• Own and execute the renewal process for your renewal portfolio, ensuring forecast accuracy, early risk identification, and alignment with client expectations to drive long-term value.
• Collaborate with Sales, Legal and Finance on contract terms, packaging changes, pricing and approvals.

Your Experience

• At least 4 years of experience in a B2B SaaS enablement role (Customer Success or Account Management) with a proven track record of driving retention and managing a successful expansion pipeline.
• At least 2 years of experience in the Alternative Investments space with knowledge of common industry actors & practices.
• Proven success leading customers through change management.
• Comprehensive experience with Customer Success best practices.
• Strong follow up skills, ensuring that customer needs and expectations are consistently met.
• Excellent communication and presentation skills, with the ability to clearly articulate complex concepts to stakeholders at all levels.
• Demonstrated ability to analyze customer data, develop strategic plans, and implement solutions that drive business outcomes.
• A relentless focus on customer success, always seeking to provide value and optimize customer experiences.
• Ability and willingness to travel for customer meetings and industry events, representing Intralinks with professionalism and enthusiasm

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 workforce that is diverse 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 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.