Senior Customer Success Manager

4 weeks ago

Nottingham, United Kingdom SS&C Blue Prism Full time

About SS&C Technologies

SS&C is a global provider of investment, financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.


SS&C Blue Prism

SS&C Blue Prism allows organizations to deliver transformational business value via our intelligent automation platform. We make products with one aim in mind - to improve experiences for people. By connecting people and digital workers you can use the right resource, every time, for the best customer and business outcomes. We supply enterprise-wide software that not only provides full control and governance, but also allows businesses to react fast to continuous change.


Exceed customer expectations, stay competitive, accelerate growth.


What You Will Get to Do:


You will be responsible for ensuring our customers' success with our products and contributing to their long-term loyalty. You will work closely with the Sales organization, Partners, Support team, Professional Services and Product Management to ensure that Blue Prism is delivering overall superior service and support to our customers.


Additional responsibilities include but are not limited to the following:

  • Take personal responsibility for at least 30 named accounts.
  • Chart customer's path to value (Customer Success Plan), then drive & monitor customer's progress against their plan.
  • Drive adoption of entitlements by our customers to increase the likelihood of retention and/or growth.
  • Identify upsell and growth opportunities and collaborate with sales teams to ensure growth goals.
  • Drive successful customers to reference opportunities.
  • Develop a trusted relationship with customer representatives at all levels such that all activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Blue Prism Digital Workforce to be realized.
  • Utilize your experience of deploying RPA at scale to identify where improvements can be made to the customer’s capability and ROM.
  • Have the knowledge and relationships of all Blue Prism internal teams and Partners (including training partners) to be able to determine and mobilize the optimal resource for each improvement activity.
  • Be sufficiently knowledgeable of the product roadmap, forthcoming product enhancements, the Technical Alliance Partners and Delivery partners’ usage of complementary technology to be able to crisply articulate the headlines to customers and help them understand how they could benefit from deploying them.
  • Co-ordinate the introductions and, where appropriate, the mobilization of teams/resources required to support additional use of the Blue Prism product and the complementary technologies.
  • Track all milestones and metrics related to Customer Success activities such that the overall progress of each priority customer's RPA program can be closely monitored.
  • Measure each customer’s progress against industry standard benchmarks and report on progress to the Customer and the Blue Prism executive teams.
  • Act as an ambassador for SS&C Blue Prism Customer Success internally and externally by playing prominent roles in things like User Group, webinars, and other thought leadership.
  • We practice the philosophy of continuous improvement (Kaizen), so you will own improvement project(s) periodically, such as process refinement, template refinement/creation, cross-functional project collaboration.


What You Will Bring:


  • At least 5 years of experience ideally in a customer facing role (Success, Services, System Engineering) in an Enterprise SaaS company with personal responsibility for success in multiple named accounts
  • Desired Experience in a Customer Success organization that drives and measures account Adoption, Expansion, and Renewals.
  • Experience in both SaaS and on premise deployments.
  • Desired Experience working in Robotic Process Automation and leveraging a Robotic Operating Model (ROM) to orchestrate initiatives to improve business benefit at scale.
  • Experience in program management or management consultancy with Fortune 500 clients for 5 years is considered as a plus.
  • Ability to strategically expand new opportunities within existing accounts.
  • Superior customer facing skills and ability to establish executive level relationships.
  • Proficiency in leading in-person and remote meetings and delivering presentations with excellent written and verbal communication skills.
  • Great attitude with the ability to foster a fun, productive working environment.
  • Ability to be part of a team or equally driven to lead the building of the customer relationships.
  • Flexibility and confidence in volatile periods


EEO Statement / Non-agency Disclosure

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


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.


Background Checks

All offers of employment at SS&C are subject to background verification checks, including 5-year employment history, proof of eligibility to work in hiring location, proof of address, credit check and criminal record check (where permitted by local law). The accuracy of all information you submit as part of your application is vital and may be used as part of the background checking process should you be successful.

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