Customer Success Manager

SS&C Technologies is a leading financial services and healthcare technology company headquartered in Windsor, Connecticut. They are seeking a Customer Success Manager to drive successful client outcomes by offering strategic guidance and collaborating with various teams to ensure customer satisfaction and retention.

Responsibilities:

• Onboard new clients and guide them through product setup, training, and initial usage to ensure successful implementation
• Serve as the primary point of contact for customer issues, troubleshooting problems, coordinating with support and technical teams, and ensuring timely resolution
• Act as a subject matter expert; driving best practices across Intralinks products and services
• Act as a customer advocate internally, helping to shape product roadmaps and service offerings based on customer feedback and industry insights
• Monitor and drive product adoption and usage, ensuring customers are utilizing the platform to its fullest potential. Provide training, resources, and tailored recommendations to help customers achieve success
• Regularly engage with customers through check-ins, QBRs (Quarterly Business Reviews), and other touchpoints to review progress, offer strategic guidance, and address any concerns or roadblocks
• Drive customer satisfaction and retention by identifying and mitigating churn risks. Participate in contract renewal discussions, ensuring that customers see the value of continued partnership with us
• Work closely with sales, product, and support teams to relay customer feedback, advocate for customer needs, and influence product development and improvements
• Identify opportunities for upsell and cross-sell based on customer needs, and work with the account teams to expand product usage and drive additional value for customers