Senior Manager

4 weeks ago


London, United Kingdom SS&C Intralinks Full time

SS&C is a global provider of investment, financial services and software for the financial services and healthcare industries. 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.
A growth-oriented business unit of SS&C, Intralinks is a technology leader in M&A, Alternative Investments and Banking & Securities markets. Our solutions facilitate 1/3 of the world’s global M&A deal flow and 50% of the private equity raised globally.
The CSM team is integral in creating long-term value for our customers and ensuring their success with our technology. Working closely with customers, CSMs plan project implementations, conduct onboarding and trainings sessions, provide ongoing support, and advocate for customers in internal initiatives and efforts. This team also identifies opportunities and challenges from the way the customer engages with our solution and takes action to help resolve challenges and foster expansion of usage and value from the solution over time.
The Manager, Customer Success is part of the Intralinks’ Global Customer Success organization and is responsible for leading a high-performing team of Customer Success Managers (CSMs) focused on delighting our customers and driving their success. The Manager, CS is a very strategic role for the company and works closely with senior management across the whole business to ensure that Intralinks provides an extraordinary Customer Success experience to every customer, every time.
Hybrid Work Model & a Business Casual Dress Code, including jeans
Professional Development Reimbursement
Medical, Dental, Vision, Employee Assistance Program, Parental Leave
Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
Training: Directly responsible for the team of Customer Success Managers that onboard and support clients across all countries in the region
Manages the assigned team personnel, which includes hiring, coaching, performance evaluation (including KPIs), training & development.
Ensures Customer Success teams receive the technology, personnel, and educational resources necessary to provide flawless service to Intralinks clients.
· Whenever needed, manage issue escalation and complaints, which may include direct contact with clients.
Responsible for working with Management to develop, evolve and implement standardized procedural best Customer Success practices.
Fosters close relationships with Sales Management, supporting and contributing to regional and global growth strategies and act as first level escalation point with this team.
Ability to contribute or even lead internal cross-functional projects.
Fluent English skills, written and spoken
Analytical skills to track customer success metrics (e.g., customer health scores, CSATs and NPS) and to use this data to make informed decisions.
Knowledge of customer success practices and strategies, including onboarding, support, account management, customer advocacy, and renewal processes.
Strategic thinking and the ability to align customer success initiatives with the broader business goals of the company.
Experience with CRM tools such as Zendesk, Salesforce, Tableau, Gong, Gainsight, Qualtrics, Workday and Gong
Microsoft Office Suite
Project implementation/management experience, preferably with SaaS
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.


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