Customer Communications Manager

About the role

This is a newly created role within SS&C Intralinks' Customer Experience function. You will be the first specialist hire into a function that has grown from zero to 100+ global customer touchpoints in just 4 years - and is now scaling rapidly. Reporting directly to the Global Head of Customer Communications, you will own the craft, delivery, and operational backbone of our customer communications programme - spanning in-app notifications, customer emails, surveys, supporting content, and enablement materials. You will work across a broad set of tools (Gainsight PX, Gainsight CS, Qualtrics, Zendesk, ServiceNow) and partner with stakeholders across Product, Legal, CS, Sales, and Engineering to ensure our customers receive timely, accurate, and well-targeted communications at every touchpoint.

Responsibilities

• Review, update, and maintain the global Customer Touchpoint Library (SharePoint), ensuring all 100+ touchpoints are accurately documented, business-context write-ups are complete, and audit trails are retained
• Build and maintain the customer communications calendar (SharePoint): track all scheduled and planned touchpoints, manage sequencing, and flag overlap risks across concurrent programmes
• Own audience generation and data validation: coordinate multi-system data extraction, contact hygiene, manual contract verification, and account ownership confirmation to ensure accurate and compliant targeting
• Serve as an active participant in cross-functional programmes including the ILP-to-Trinity platform migration, Digital Customer Journey, Total Landscape of Communications, and Comms Audit Readiness
• Contribute to and help expand the Voice of Customer programme: support NPS, CSAT, and Large Account Health survey design and distribution, analyse response data, and help bring customer insight into the business across our products
• Support adoption journey expansion
• Your Experience
• 3+ years in a communications, customer experience, or related role, with demonstrable ownership of written content and end-to-end delivery across multiple channels
• Technically adaptable and a proactive self-starter: willing and able to learn tools to a working level, including CX platforms, in-app messaging tools, survey tools, and support centre software
• Highly organised with strong attention to detail: able to manage multiple concurrent workstreams without dropping quality, documentation, or stakeholder alignment
• Comfortable operating across functions: confident partnering with Product, Legal, CS, Sales, and Engineering stakeholders, navigating competing priorities, and moving work forward independently
• Proven ability to manage a high volume of concurrent projects across a complex stakeholder landscape, while maintaining accuracy, speed, and quality
• Capacity to see both sides of the communication - able to walk in the sho

Benefits

Additional Information

As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology. Job Description SS&C Intralinks - Job Description About SS&C Technologies SS&C is a global provider of investment, 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. 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.

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