Customer Success Manager

About the role

SS&C Blue Prism Document Automation is seeking a Customer Success Manager to join our small, collaborative Customer Success team. Do you enjoy partnering with team members to creatively solve client's challenges? Are you organized, analytical and quick to understand complex issues? If this sounds like you, please apply! The Customer Success Manager is responsible for nurturing our customers' engagement with the ultimate focus on customer retention and growth.

Responsibilities

• Build long term relationships with customers
• Ensure timely renewals, participate in legal negotiations.
• Serve as customers' trusted advisor and partner with sales, professional services, legal, finance, engineering, and other teams to advocate solutions.
• Develop and own customer success strategies, account plans, and best practices.
• Become proficient in our product and be able to perform setup tasks for customers.
• With a focus on growth and expansion, own the renewal process of key enterprise accounts.
• Primary point of contact for customer support.
• Run and provide performance reports to key clients on a quarterly and annual basis.
• Coordinate and manage customer escalations. Keep customer executives and business appraised of progress; make sure of timely progress towards resolution; report and escalate issues internally.
• Be the customer's advocate and represent customers' needs and perspective internally to ensure continued product utilization and expansion

Requirements

• We're looking for a standout CSM with the following skills
• College Degree or equivalent experience.
• 3-5 years Enterprise Customer Success/Account Management/Customer Service or similar experience.
• Previous experience in a technology company, ideally SaaS.
• Ability to generate reports, analyze and present data to customers.
• Computer-savvy, including Excel.
• Comfortable in a startup setting is ideal.
• Ability to manage multiple customers simultaneously.
• Take initiative, be proactive and outcome-driven.
• Able to communicate both problems and solutions clearly, effectively, and kindly.
• Stellar problem-solving skills. Know how and when to collaborate and escalate to solve a problem.
• 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.
• Applications will be accepted on an ongoing basis until the position is filled.

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 Job Title: Customer Success Manager Locations: Missouri, Remote

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