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For Companies At a Glance
- Tasks: Manage customer relationships and ensure satisfaction in a dynamic B2B SaaS environment.
- Company: SS&C Technologies is a global leader in investment and financial services, with over 20,000 employees worldwide.
- Benefits: Enjoy a full-time role with opportunities for remote work and professional growth.
- Why this job: Join a fast-paced team that values customer success and offers impactful solutions in alternative investments.
- Qualifications: Experience in B2B SaaS and alternative investments is essential, along with strong communication skills.
- Other info: We welcome diverse applicants and encourage everyone to bring their unique perspectives.
The predicted salary is between 34000 - 66000 £ per year.
Customer Success Manager – Alternative Investments
Direct message the job poster from SS&C Intralinks
Talent Acquisition Partner @ SS&C Technologies | CIPD Qualified
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 who has managed customer relationships in the B2B SaaS space within the Alternative Investments markets.
RESPONSIBILITIES
Client Relationship Management
- Serve as the main point of contact for a portfolio of strategic customers, ensuring their needs are met and value is continuously delivered.
- 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.
- Act as a customer advocate within Intralinks, providing insights to product and leadership teams to enhance our offerings.
Strategic Planning & Execution
- Develop and own a quarterly success and expansion strategy for your customer portfolio, focusing on identifying growth and retention opportunities for your accounts.
- Leverage behavioural data to evaluate your book of business and develop communication strategies driving the greatest impact at scale.
- 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.
- Collaborate closely with customers to create tailored Success Plans that align Intralinks solutions with their strategic goals, driving measurable outcomes.
Customer Success Strategies
- Maintain regular, proactive communication with customers, providing updates, gathering feedback, and addressing concerns.
- Track and report on key customer success metrics, including customer health, satisfaction, and retention.
- Master the Intralinks platform to help customers maximize efficiency and value. Regularly promote, demo, and provide insights on upcoming features and product enhancements.
- Work closely with Sales, Product, Education, Customer Experience and Support teams to align on customer goals and deliver a seamless experience across the customer journey.
- Own and execute the renewal process for yours renewal portfolio, ensuring accuracy, timeliness, and alignment with client expectations
- Collaborate with Sales, Legal and Finance on contract terms, packaging changes, pricing and approvals
- Provide clear, early forecasts of renewal likelihood and engage proactively to address risks
- Navigate renewal conversations with client stakeholders with transparency and a focus on driving long-term value
REQUIREMENTS
- Previous 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.
- Previous 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.
- Ability to work in a fast-paced, dynamic environment.
- Strong problem-solving skills, with a proactive and solutions-oriented mindset.
- 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.
- Comfortable working autonomously in a remote role while being a collaborative team player.
- 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.
Seniority level
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Seniority level
Entry level
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Employment type
Full-time
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Job function
Customer Service
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Customer Success Manager - Alternative Investments employer: SS&C Intralinks
Contact Detail:
SS&C Intralinks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager - Alternative Investments
✨Tip Number 1
Familiarise yourself with the Alternative Investments sector. Understanding the key players, trends, and challenges in this space will help you engage more effectively with potential clients and demonstrate your expertise during interviews.
✨Tip Number 2
Network with professionals in the B2B SaaS and Alternative Investments fields. Attend industry events, webinars, or local meetups to build connections that could lead to referrals or insider information about job openings.
✨Tip Number 3
Prepare to discuss specific customer success strategies you've implemented in previous roles. Be ready to share examples of how you've driven retention and expansion, as this will showcase your ability to deliver value to SS&C Intralinks' clients.
✨Tip Number 4
Research SS&C Intralinks' products and services thoroughly. Understanding their offerings will allow you to speak confidently about how you can help customers maximise their use of these solutions, making you a more attractive candidate.
We think you need these skills to ace Customer Success Manager - Alternative Investments
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in B2B SaaS and customer success. Use specific examples that demonstrate your ability to manage client relationships and drive retention, particularly in the Alternative Investments sector.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Discuss how your background aligns with the responsibilities outlined in the job description, especially your experience with strategic planning and execution in customer success.
Showcase Your Problem-Solving Skills: Provide examples in your application of how you've successfully navigated challenges in previous roles. Highlight your proactive approach to problem-solving and how it has led to positive outcomes for customers.
Highlight Communication Skills: Since excellent communication is key for this role, ensure you mention any experience you have in presenting complex concepts to various stakeholders. This could include leading discussions or creating tailored success plans for clients.
How to prepare for a job interview at SS&C Intralinks
✨Know Your Customer Success Metrics
Familiarise yourself with key customer success metrics such as retention rates, customer satisfaction scores, and expansion opportunities. Be prepared to discuss how you've used these metrics in previous roles to drive customer engagement and satisfaction.
✨Demonstrate Industry Knowledge
Showcase your understanding of the Alternative Investments space. Research common industry practices and key players, and be ready to discuss how this knowledge can help you build strong relationships with clients at SS&C Intralinks.
✨Prepare for Change Management Scenarios
Since leading customers through change is crucial, think of examples from your past experiences where you successfully managed transitions. Be ready to explain your approach and the outcomes achieved, highlighting your problem-solving skills.
✨Engage with Proactive Communication Strategies
Discuss how you maintain regular communication with clients to gather feedback and address concerns. Prepare to share specific strategies you've implemented to ensure customer needs are met consistently, demonstrating your commitment to customer success.
