Client Services Manager

SS&C Technologies – Senior Manager, Client Services & Customer Operations

• Service Management:
  Develop existing client relationships with relevant clients; liaise with the client’s oversight team to ensure service meets requirements; manage communication and participate in resolving service issues; understand client's business/products; keep abreast of client relationship status through management reports (e.g., client feedback).
• Issue Management:
  Act as day-to-day contact for service issues raised by clients or internal contacts; produce and maintain the Service Issues Log weekly; liaise with all stream area contacts to ensure service is delivered within SLA and KPIs are met; attend weekly client conference calls.
• Reporting:
  Monitor KPIs; review and validate KPI pack information; dispatch monthly KPI reports within agreed service levels; provide commentary for KPI packs; ensure information is available for Lead CSM representation at weekly Stream meetings.
• Communication:
  Provide service-management related information to client contacts in a timely manner and in an appropriate format; liaise with internal operational/IT counterparts to facilitate information flow and actions.
• Meeting Management:
  Participate in internal and external meetings and conference calls as required; attend internal prep meetings; assist with meeting documentation (agenda, minutes, actions).
• New Business & Promotional Activity:
  Develop product knowledge for SS&C products and services.
• Team Management & Sharing Best Practice:
  Initiate and participate in departmental best-practice discussions across streams; share and implement best practices.
• Additional Responsibilities:
  Carry out other duties within the employee’s skills and abilities as reasonably instructed to support continuous development.

We encourage applications from people of all backgrounds and welcome applications from under-represented groups to bring diverse perspectives. SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate on race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other protected status.

For context, SS&C is a global provider of investment, financial services and software for the financial services and healthcare industries, headquartered in Windsor, Connecticut, with 20,000+ employees across 90 offices in 35 countries.