Client Experience Account Manager
2 weeks ago
SS&C Technologies Holdings, Inc. is a leading provider of financial services and healthcare technology solutions, serving over 20,000 organizations worldwide.
For more than 35 years, we have developed industry-specific solutions to power our clients' success, from alternatives space to healthcare to wealth management.
Our technology and services are designed to be invisible, yet critical to the operations of companies that work directly with individuals, including accounting, compliance, risk analytics, data management, retirement services, fund operations, and more.
Why You Will Love It Here- Flexibility: Hybrid Work Model
- Your Future: Income Protection Insurance & Salary Continuance
- Work/Life Balance: Flexible Time Off
- Your Wellbeing: Private Health Insurance discount, Primary & Secondary Paid Parental leave, Death & TPD Insurance
- Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
- Training: Hands-On, Team-Customized, including SS&C University
- Extra Perks: Discounts on fitness clubs, travel and more
The Client Experience Account Manager will oversee the delivery of high-quality service to Transfer Agency clients, ensuring seamless integration with Fund Administration teams.
Key responsibilities include managing client and regulatory changes, tracking and reporting change activities, and collaborating with internal teams to drive customer satisfaction.
- Lead regular reviews to ensure KPIs are met and assess service effectiveness.
- Oversee all service delivery aspects, working with senior managers and relationship teams to enhance client solutions.
- Act as a trusted advisor, understanding client needs and service requirements.
- Manage client and regulatory changes, ensuring timely delivery and readiness.
- Collaborate with internal teams to drive customer satisfaction and address potential concerns.
- Handle account management, including SLA updates, reporting, and invoicing with the commercial team.
- Serve as an escalation point for critical issues, ensuring resolution and continuous delivery.
- Drive process improvements following incidents and utilise performance data to enhance service.
- Prepare and deliver internal and external reporting and presentations.
- Proven account management or client-facing experience in a technology company or fund administration.
- Exceptional communication and presentation skills, with the ability to articulate complex solutions clearly and concisely.
- Strong relationship-building skills, with a focus on managing key contacts within accounts.
- Experience managing stakeholders across multiple levels of an organisation.
- Strong interpersonal skills, with the ability to present complex technology and service solutions effectively.
- Ability to foster positive, long-term relationships with clients.
- 3-5+ years of account management experience, with a demonstrated track record of success.
- Experience with technology solutions is highly desirable.
- Background in Asset Management or Transfer Agency is preferred.
- Experience in Fund Accounting is a plus.
We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation.
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