Senior Customer Success Manager - Tech touch
About the job
SummaryBy Outscal
SS&C is a global provider of investment and 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.
Job Description
Duties & Responsibilities
You will be responsible for ensuring our customers' success and satisfaction with our products and contributing to their long-term loyalty. You will work closely with the Sales organisation, Partners, Support team, Professional Services and Product Management to ensure that SS&C Blue Prism is delivering overall superior service and support to our customers.
Additional responsibilities include but are not limited to the following:
• Native level Japanese is required, and Business level English is required.
•Develop programmatic and productive process to approach and deliver expected support to those mid-seized and small-sized customers.
•Promote the utilization of health scores to establish and operate a system that continuously monitors and understands customer status and risks.
• Identify upsell and growth opportunities and collaborate with sales teams to ensure growth attainment.
• Have the knowledge and relationships of all Blue Prism internal teams and Partners (including training partners) to be able to determine and mobilise the optimal resource for each improvement activity.
• Track all milestones related to Customer Success activities such that the overall progress of each priority customer's Intelligent Automation program can be closely monitored.
• Measure each customer's progress against industry standard benchmarks and report on progress to the Customer and the SS&C Blue Prism executive
• Identify potential case study material from customer success stories and liaise with marketing to get the ball rolling
• Monitor the likelihood of customers renewing their current contract and work with the Account Manager to instigate remedial action where required.
• Lead the user community to enhance customer engagement.
Competencies
• The ideal candidate will have experience of tech touch CSM at SaaS companies or IT vendors.
• Candidates with a strong project/program management and demonstrable consultative skills will also be considered.
• You will need to be a commercially astute team player who possesses excellent communication and customer-relationship skills – responsiveness, sensitivity and diplomacy when managing stakeholder relationships across all levels in any organisation.
• Your problem-solving skills and technical aptitudes should allow you to adapt to new circumstances and learn quickly when facing new problems and challenges.
• You will be looked upon to set an example for good working procedures and practices.
• Extremely well organized with the capacity to travel in addition to managing multiple customers remotely
• Flexibility to work in a rapidly changing, complex environment
• Proficiency in leading 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 build the customer relationships alone
Nice to Have
Experience as a Gainsight or other kinds of customer management platform administrator is desirable.
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. SS&C offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan. SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.
