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 join their collaborative team, focusing on nurturing customer engagement to drive retention and growth.

Responsibilities:

• Build long term relationships with customers
• Ensure timely renewals, participate in legal negotiations
• Serve as customers’ trusted advisor and partner with sales, professional services, legal, finance, engineering, and other teams to advocate solutions
• Develop and own customer success strategies, account plans, and best practices
• Become proficient in our product and be able to perform setup tasks for customers
• With a focus on growth and expansion, own the renewal process of key enterprise accounts
• Primary point of contact for customer support
• Run and provide performance reports to key clients on a quarterly and annual basis
• Coordinate and manage customer escalations. Keep customer executives and business appraised of progress; make sure of timely progress towards resolution; report and escalate issues internally
• Be the customer's advocate and represent customers' needs and perspective internally to ensure continued product utilization and expansion

Requirements:

• College Degree or equivalent experience
• 3-5 years Enterprise Customer Success/Account Management/Customer Service or similar experience
• Previous experience in a technology company, ideally SaaS
• Ability to generate reports, analyze and present data to customers
• Computer-savvy, including Excel
• Comfortable in a startup setting is ideal
• Ability to manage multiple customers simultaneously
• Take initiative, be proactive and outcome-driven
• Able to communicate both problems and solutions clearly, effectively, and kindly
• Stellar problem-solving skills. Know how and when to collaborate and escalate to solve a problem