Senior Customer Success Manager

April 8

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SS&C Technologies

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SS&C Technologies is a global leader in financial services and healthcare technology, recognized as the world’s largest independent hedge fund and private equity administrator, as well as the largest mutual fund transfer agency. The company offers a comprehensive range of solutions including asset management, banking, healthcare, insurance, and wealth management, leveraging proprietary software and extensive expertise to meet the operational needs of clients across multiple industries.

portfolio management • trading • private equity • fund of funds and hedge fund administration • institutional outsourcing

10,000+ employees

Founded 1986

🏦 Banking

💳 Fintech

📋 Description

• You will be responsible for ensuring our customers' success with our products and contributing to their long-term loyalty. • You will work closely with the Sales organization, Partners, Support team, Professional Services and Product Management to ensure that Blue Prism is delivering overall superior service and support to our customers. • Take personal responsibility for at least 30 named accounts. • Chart customer's path to value (Customer Success Plan), then drive & monitor customer's progress against their plan. • Drive adoption of entitlements by our customers to increase the likelihood of retention and/or growth. • Identify upsell and growth opportunities and collaborate with sales teams to ensure growth goals. • Drive successful customers to reference opportunities. • Develop a trusted relationship with customer representatives at all levels such that all activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Blue Prism Digital Workforce to be realized. • Utilize your experience of deploying RPA at scale to identify where improvements can be made to the customer’s capability and ROM. • Have the knowledge and relationships of all Blue Prism internal teams and Partners (including training partners) to be able to determine and mobilize the optimal resource for each improvement activity. • Be sufficiently knowledgeable of the product roadmap, forthcoming product enhancements, the Technical Alliance Partners and Delivery partners’ usage of complementary technology to be able to crisply articulate the headlines to customers and help them understand how they could benefit from deploying them. • Co-ordinate the introductions and, where appropriate, the mobilization of teams/resources required to support additional use of the Blue Prism product and the complementary technologies. • Track all milestones and metrics related to Customer Success activities such that the overall progress of each priority customer's RPA program can be closely monitored. • Measure each customer’s progress against industry standard benchmarks and report on progress to the Customer and the Blue Prism executive teams. • Act as an ambassador for SS&C Blue Prism Customer Success internally and externally by playing prominent roles in things like User Group, webinars, and other thought leadership. • We practice the philosophy of continuous improvement (Kaizen), so you will own improvement project(s) periodically, such as process refinement, template refinement/creation, cross-functional project collaboration.

🎯 Requirements

• Extensive experience ideally in a customer facing role (Success, Services, System Engineering) in an Enterprise SaaS company with personal responsibility for success in multiple named accounts • Desired Experience in a Customer Success organization that drives and measures account Adoption, Expansion, and Renewals. • Experience in both SaaS and on premise deployments. • Desired Experience working in Robotic Process Automation and leveraging a Robotic Operating Model (ROM) to orchestrate initiatives to improve business benefit at scale. • Experience in program management or management consultancy with Fortune 500 clients is considered as a plus. • Ability to strategically expand new opportunities within existing accounts. • Superior customer facing skills and ability to establish executive level relationships. • Proficiency in leading in-person and remote meetings and delivering presentations with excellent written and verbal communication skills. • Tech savvy mindset to be able to use our digital tools to scale Customer success • Great attitude with the ability to foster a fun, productive working environment. • Ability to be part of a team or equally driven to lead the building of the customer relationships. • Flexibility and confidence in volatile periods

🏖️ Benefits

• Flexibility : Remote Work Model • Your Future: Professional Development Reimbursement including access to SS&C University • Work/Life Balance: Competitive holiday scheme • Your Wellbeing: Competitive benefits designed to support the wellbeing of our staff • Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity • Training: Hands-On, Team-Customised throughout your career