Senior Customer Success Manager

hace 29 minutos

Madrid, Madrid, España SS&C Intralinks A tiempo completo

Job Description

A growth-oriented business unit of SS&C, Intralinks is a technology leader in M&A, Alternative Investments and Banking & Securities markets. Our solutions facilitate 1/3 of the world's global M&A deal flow and 50% of the private equity raised globally.

About the role

We are currently recruiting for a candidate who is passionate about customer success and has business level Fluency in English, Spanish and native level French. (Dutch is a bonus).

The Global Customer Success 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 who guide and advocate for our extensive portfolio of customers. Working closely with customers, Customer Success plans SaaS implementations, on-boardings, trainings, and ongoing support. 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.

Overview

The Senior Customer Success Manager will work with customers on general maintenance and support for new and on-going implementations. In this role, the SCSM may be the direct line for exchange managers and contract signers to address inbound questions and issues while supporting sales and interacting with other internal groups. The SCSM will work under the guidance of other CS professionals and will apply professional concepts, or company policies and procedures to execute work and resolve routine issues. This role prepares employees for Principal CSM.

Your Responsibilities

  • Responsible for the coordination and completion of projects as part of a Customer Success team.
  • Customer onboarding / platform training
  • Maintain regular, proactive communication with customers, providing updates, gathering feedback, and addressing concerns.
  • Track and report on key customer success metrics, including customer health, satisfaction, and retention.
  • Master the Intralinks platform to help customers maximize efficiency and value. Regularly promote, demo, and provide insights on upcoming features and product enhancements.
  • Work closely with Sales, Product, Education, Customer Experience and Support teams to align on customer goals and deliver a seamless experience across the customer journey.

Your experience

  • Passionate about customer success.
  • Business level Fluency in English and native level French.
  • Solid presentation skills, communication skills, technical acumen, and problem solving skills.
  • 18 months+ experience in a previous customer success role.

Travel - Minimal

EEO Statement / Non-agency Disclosure

We encourage applications from people of all backgrounds and particularly welcome applications from under-represented groups, to enable us to bring a diversity of perspectives to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.

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.

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