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- Tasks: Lead customer communications and enhance the customer experience across multiple channels.
- Company: Join SS&C Technologies, a global leader in financial services and software.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with cross-functional collaboration and diverse perspectives welcomed.
- Why this job: Make a real impact on customer engagement and communication strategies.
- Qualifications: Experience in communications or customer experience with strong writing skills.
The predicted salary is between 50000 - 65000 £ per year.
About SS&C Technologies
SS&C is a global provider of investment, financial services and software for the financial services and healthcare industries. Headquartered in Windsor, Connecticut, SS&C has over 20,000 employees in more than 90 offices across 35 countries. Approximately 18,000 financial services and healthcare organisations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.
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 one-third of the world’s global M&A deal flow and 50% of the private equity raised globally.
This is a newly created role within SS&C Intralinks’ Customer Experience function. Reporting directly to the Global Head of Customer Communications, you will own the craft, delivery, and operational backbone of our customer communications programme — spanning in-app notifications, customer emails, surveys, supporting content, and enablement materials. You will work across a broad set of tools (Gainsight PX, Gainsight CS, Qualtrics, Zendesk, ServiceNow) and partner with stakeholders across Product, Legal, CS, Sales, and Engineering to ensure our customers receive timely, accurate, and well-targeted communications at every touchpoint.
- Craft, develop and maintain customer communications across all channels: in-app notifications (Gainsight PX), customer emails (Gainsight CS), surveys (Qualtrics), support centre articles (Zendesk), and broader multi-channel communications for product updates, service changes, legal notices, and security events.
- Review, update, and maintain the global Customer Touchpoint Library (SharePoint), ensuring all 100+ touchpoints are accurately documented, business-context write-ups are complete, and audit trails are retained.
- Build and maintain the customer communications calendar (SharePoint): track all scheduled and planned touchpoints, manage sequencing, and flag overlap risks across concurrent programmes.
- Own audience generation and data validation: coordinate multi-system data extraction, contact hygiene, manual contract verification, and account ownership confirmation to ensure accurate and compliant targeting.
- Produce enablement materials for every customer communication: customer-facing FAQ(s), internal FAQ(s), CS&D Knowledge Centre articles (collaboration with Support Centre Team, Zendesk), internal announcement(s), talking points, and Sales/AM team updates to ensure customer-facing colleagues are equipped at the point of send.
- Serve as an active participant in cross-functional programmes including the ILP-to-Trinity platform migration, Digital Customer Journey, Total Landscape of Communications, and Comms Audit Readiness.
- Contribute to and help expand the Voice of Customer programme: support NPS, CSAT, and Large Account Health survey design and distribution, analyse response data, and help bring customer insight into the business across our products.
- Support adoption journey expansion.
Previous experience in a communications, customer experience, or related role, with demonstrable ownership of written content and end-to-end delivery across multiple channels.
Excellent written communication skills: able to translate complex technical or operational topics into clear, plain-language messages suited to a range of customer personas (administrators, decision-makers, application developers/support, compliance officers, fund managers, deal-makers, legal SMEs etc.).
Technically adaptable and a proactive self-starter: willing and able to learn tools to a working level, including CX platforms, in-app messaging tools, survey tools, and support centre software.
Highly organised with strong attention to detail: able to manage multiple concurrent workstreams without dropping quality, documentation, or stakeholder alignment.
Comfortable operating across functions: confident partnering with Product, Legal, CS, Sales, and Engineering stakeholders, navigating competing priorities, and moving work forward independently.
Proven ability to manage a high volume of concurrent projects across a complex stakeholder landscape, while maintaining accuracy, speed, and quality.
Capacity to see both sides of the communication — able to walk in the shoes of the customer and customer-facing teams, while stepping back to understand broader business context and programme goals.
Location: London with access to a local SS&C Intralinks office. This is a hybrid role with a minimum of 6 office days per month required.
Reports to: Global Head of Customer Communications, Customer Experience (CX).
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. 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.
Customer and Communications Manager in City of London employer: SS&C Intralinks
Contact Detail:
SS&C Intralinks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer and Communications Manager in City of London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at SS&C Intralinks on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research SS&C's products and services, especially in customer communications. Show us you understand our mission and how you can contribute to it.
✨Tip Number 3
Practice your communication skills! Since this role is all about clear messaging, be ready to demonstrate how you can translate complex ideas into simple, engaging content during your interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team!
We think you need these skills to ace Customer and Communications Manager in City of London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer and Communications Manager role. Highlight your experience in communications and customer experience, and show us how you can translate complex topics into clear messages for different audiences.
Show Off Your Skills: We want to see your excellent written communication skills in action! Use your application to demonstrate how you've successfully managed written content across multiple channels. Don't forget to include examples of your work if possible!
Be Organised: Since this role involves managing multiple projects, let us know how you stay organised. Share any tools or methods you use to keep track of your tasks and ensure quality in your work. We love a proactive self-starter!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're keen on joining our team!
How to prepare for a job interview at SS&C Intralinks
✨Know Your Tools
Familiarise yourself with the tools mentioned in the job description, like Gainsight PX, Qualtrics, and Zendesk. Being able to discuss how you've used similar platforms or your willingness to learn them can really impress the interviewers.
✨Craft Clear Communications
Since this role involves a lot of written communication, prepare examples of how you've translated complex information into clear messages. Bring along samples of your work that showcase your ability to communicate effectively with different audiences.
✨Showcase Your Organisational Skills
Be ready to discuss how you manage multiple projects simultaneously. Share specific strategies or tools you use to stay organised and ensure quality across all your communications. This will demonstrate your attention to detail and ability to juggle priorities.
✨Understand the Customer Perspective
Prepare to talk about how you approach understanding customer needs and experiences. Think of examples where you've successfully put yourself in the customer's shoes to improve communication or service delivery. This will highlight your customer-centric mindset.