Customer Communications Manager in Abbots Langley

SS&C Intralinks is a technology leader in M&A, Alternative Investments and Banking & Securities markets, facilitating a substantial share of global deal flow and private equity funding.

This newly created position sits within SS&C Intralinks' Customer Experience function. As the first specialist hire, you will shape and deliver the customer communications programme across in‐app notifications, emails, surveys, support articles and enablement materials, ensuring accurate, timely, and targeted communications for our global customer base.

Responsibilities

• Craft, develop and maintain customer communications across all channels, including in‐app notifications (Gainsight PX), customer emails (Gainsight CS), surveys (Qualtrics), support centre articles (Zendesk) and broader multi‐channel updates for product changes, legal notices and security events.
• Review, update and maintain the global Customer Touchpoint Library on SharePoint, documenting all 100+ touchpoints, business‐context write‐ups and audit trails.
• Build and maintain the customer communications calendar on SharePoint, tracking scheduled touchpoints, managing sequencing and flagging overlap risks across concurrent programs.
• Own audience generation and data validation, coordinating multi‐system data extraction, contact hygiene, manual contract verification and account ownership confirmation for accurate targeting.
• Produce enablement materials for every communication, such as customer‐facing FAQs, internal FAQs, CS&D Knowledge Centre articles (in collaboration with the Support Centre team), internal announcements, talking points and Sales/AM updates.
• Participate actively in cross‐functional programs including the ILP‐to‐Trinity platform migration, Digital Customer Journey, Total Landscape of Communications and Comms Audit Readiness.
• Contribute to and expand the Voice of Customer programme – supporting NPS, CSAT and Large Account Health survey design, distribution and data analysis to inform product and service decisions.
• Support adoption journey expansion initiatives.

Qualifications

• Experience in communications, customer experience or a 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 for diverse customer personas.
• Technically adaptable and proactive self‐starter, capable of learning CX platforms, in‐app messaging tools, survey tools and support centre software to a working level.
• Highly organized with strong attention to detail, managing multiple concurrent workstreams while maintaining quality, documentation and stakeholder alignment.
• Comfortable operating across functions, partnering effectively with Product, Legal, CS, Sales and Engineering stakeholders, navigating competing priorities and driving work forward independently.
• Proven ability to manage a high volume of concurrent projects across a complex stakeholder landscape, maintaining accuracy, speed and quality.
• Capacity to view communications from both customer and internal perspectives, understanding broader business context and program goals.

Location & Working Arrangement

Location: London, with access to a local SS&C Intralinks office. This is a hybrid role requiring a minimum of six office days per month.

Reports to: Global Head of Customer Communications, Customer Experience (CX).

EEO Statement

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 is important to us that we strive to have a workforce that is diverse in the widest sense.