Customer Success Manager

hace 5 meses

Madrid, España SS&C Technologies Holdings A tiempo completo
Job Description

 SS&C Intralinks

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 service and has business level Fluency in English and native level French. (Additional languages will also be welcomed).

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 Customer Success Manager is an entry level position in the CS organization and will work with customers on general maintenance and support for new and on-going implementations. In this role, the CSM 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 CSM 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 Senior CSM.

Your Responsibilities

  • Responsible for the coordination and completion of projects on Customer Success team.
  • Customer onboarding / platform training
  • Develop familiarity with a variety of the field's concepts, practices, and procedures.
  • Work closely with their assigned sales teams.
  • Define project scope, determine appropriate project features and functionality, liaise with key contacts throughout the active project engagement process.
  • Manage customer relationships and expectations, liaise with sales as well as other internal teams.

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.
  • Experience providing customer service.

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.

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