Stragetic CSM - 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

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.

Renewals Management

• 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

• 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.
• 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.

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.