Client Success Manager

Eze And Co Limited - Boston, MA

Full-time - Mid Level

Boston, MA

10,001+ employees

Publishing Industries

About the position

SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. The Client Success Relationship Manager role is based in Boston, MA, and is part of a dynamic team at the intersection of Wall Street and Technology. This position is crucial for ensuring customer success with SS&C Advent and Eze solutions, focusing on maximizing return on investment for clients. Relationship Managers serve as trusted advisors, leveraging a proactive consultative approach to align SS&C's innovations and capabilities with customer business objectives. The role emphasizes customer loyalty, growth, and renewal rates, making it integral to the Global Customer Experience team. In this role, you will proactively identify and prioritize accounts within a defined territory based on perceived risk, potential growth opportunities, and renewal time frames. You will develop long-term relationships with assigned customers, connecting with key business executives and delivering scheduled business reviews. Understanding customer business requirements and industry challenges is essential, as is maximizing adoption and account retention of Advent and Eze solutions. You will also collaborate with internal teams to ensure the execution of account plans and provide strategic oversight throughout the customer journey, from implementation to renewal. The position requires identifying expansion opportunities and working closely with sales teams to achieve growth objectives. You will act as a collaborative partner with support teams to resolve customer issues and drive engagement within the Advent and Eze community. Additionally, you will be the voice of the customer to various internal teams, ensuring customer success and consistency of contact. A thorough understanding of the Advent and Eze product suite and the investment management industry is necessary, along with the ability to build customer references in collaboration with marketing and sales teams.

Responsibilities

• Proactively identify and prioritize accounts to focus efforts within a defined territory based on perceived risk, potential growth opportunity, strategic value, and renewal time frame.
• Develop long-term relationships with your portfolio of assigned customers, connecting with key business executives from C level on down.
• Effectively deliver scheduled business reviews to key business contacts.
• Cultivate an understanding of your customers' business requirements, industry challenges, and goals, coupled with a strong understanding of how they are using their Advent and Eze solutions to maximize adoption, growth, and account retention.
• Develop account and engagement plans for Advent and Eze customers that outline their critical success factors, metrics for success, potential issues, and dependencies, and provide recommendations for each.
• Collaborate with internal teams such as Services, Sales, and Renewals to ensure execution of account and engagement plans.
• Provide strategic oversight during the entire customer journey including implementation, optimization, growth, renewal, and ensure a seamless handover of knowledge and responsibilities where appropriate.
• Identify expansion opportunities and collaborate with the sales teams to ensure growth objectives and footprint increase.
• Work closely with the Advent and Eze Services teams to identify new opportunities and facilitate transitions from Services following implementation, upgrades, migrations, etc.
• Act as a collaborative partner with the Support teams to ensure customer tickets are resolved to the best of Advent and Eze's abilities.
• Drive the value of Advent and Eze's Community through increasing customer registration and engagement whenever possible.
• Be the voice of the customer to Product Management, Product Marketing, Support, Renewals, Services, Sales, Finance, etc., building strong working relationships with each to ensure customer success and consistency of contact.
• Develop a thorough understanding of the Advent and Eze product suite and industry (where not already present).
• Work collaboratively with the Marketing and Sales teams to identify and build customer references.

Requirements

• BA/BS or equivalent degree or related work experience.
• 2-4 years of direct customer/account management experience in enterprise software, business consulting, or a related field.
• Ability to articulate value, inspire, and sell the Advent and Eze story for transforming the investment management industry.
• Ability to multi-task and handle complex matters with little supervision and excellent follow-up.
• High degree of organization, efficiency, urgency, and follow-through on program planning and execution.
• Excellent verbal and written communication skills, including outstanding presentation development and delivery skills.
• Demonstrated ability to communicate effectively, present, and influence credibly at all levels of the organization, including executive and C-level.
• Ability to prioritize and perform effectively in all situations.
• Aptitude for analyzing technical concepts and translating them into business terms and for mapping business requirements to technical solutions.
• History of strategic and innovative thinking with great judgment and decision-making capabilities.
• Demonstrated ability to grow relationships and expand platform footprints with the customer firm.
• Excellent interpersonal skills and the confidence to be an honest advocate, willing to push back when needed.
• Prior hands-on working knowledge and/or implementation of a complex solution within the FinTech space.
• Strong collaboration and team working skills.
• Excellent follow-up skills with great attention to detail.

Nice-to-haves

• Experience in the financial technology (FinTech) sector.
• Familiarity with investment management software solutions.

Benefits

• 401k Matching Program
• Professional Development Reimbursement
• Flexible Personal/Vacation Time Off
• Sick Leave
• Paid Holidays
• Medical, Dental, Vision Insurance
• Employee Assistance Program
• Parental Leave
• Discounts on fitness clubs, travel, and more!