Manager, Customer Success EMEA - London, United Kingdom - SS&C Technologies Holdings

Description

Job Description

Get To Know The Team:

The CSM team is integral in creating long-term value for our customers and ensuring their success with our technology. This team is highly regarded as trusted advisors that guide and advocate for our extensive portfolio of customers. 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.

Why You Will Love It Here

• Flexibility: Hybrid Work Model & a Business Casual Dress Code, including jeans
• Your Future: Professional Development Reimbursement
• Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays
• Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave
• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
• Training: Hands-On, Team-Customized, including SS&C University
• Extra Perks: Local benefit scheme applies.

What You Will Get To Do:

• 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.
• Manages capacity, ensure productivity and efficiency of the assigned team
• 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.
• Advocates for the Voice of the Customer across all functional areas of the organization, such as Product Development, Systems Engineering, Marketing, etc.
• Ability to contribute or even lead internal cross-functional projects.

What You Will Bring:

• A bachelor's degree or equivalent
• Proven minimum of 5 years' experience in a senior role as Customer Success Manager
• Proven experience coaching and mentoring
• Presentation & communication Skills
• Fluent English skills, written and spoken
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• 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.
• Empathy and a customer-centric mindset, ensuring that customer needs are at the forefront of all decision-making processes.
• Adaptability to work in a fast-paced and ever-changing environment, typical of many SaaS companies.
• Strategic thinking and the ability to align customer success initiatives with the broader business goals of the company.

It would be great if you also had:

• 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
• Familiarity with conflict resolution, de-escalation, and positive influencing