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The Client Service Manager is responsible for ensuring the successful delivery of services to clients, fostering strong relationships, and enhancing overall customer satisfaction. The role requires a mix of customer support, communication, problem-solving, and project management skills.
Why You Will Love It Here!
* Flexibility: Hybrid Work Model
* Your Future: Professional Development Reimbursement including access to SS&C University
* 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
What You Will Get To Do:
Service Management
* Develop existing client relationships with relevant Clients
* Liaison with the clients' oversight team to ensure that service meets requirements
* Manage the communication and participate in resolving any service issues
* Understand client’s business/products
* Keep abreast of current client relationship status through the regular review of Management Reports e.g. Client feedback
Issue Management
* Contact points for day-to-day service issues raised to or by Client or internal contacts
* Produce & maintain Service Issues Log on a weekly basis
* Day-to-day liaison with all stream area contacts in operational areas to ensure service is delivered within SLA and quality is measured within KPIs
* Attend (weekly) Client conference call
Reporting
* KPIs
* Review and validate KPI pack information
* Monitor service against KPIs and dispatch monthly KPI reports within agreed service levels
* Provide commentary for KPI pack
Communication
* Responsible for provision of service management related information to client contacts in a timely manner and in an appropriate format
* Liaise with internal operational/IT counterparts to facilitate information flow and appropriate actions
Meeting Management
* Participate in meetings (internal and external) & conference calls, as required
* Attend necessary internal prep meetings
* Involvement in the completion of supporting meeting documentation – agenda, minutes, actions etc.
New Business & Promotional Activity
* SS&C Products & Services
* Develop SS&C product knowledge
Team Management
* Sharing Best Practice
* Initiate and participate in departmental Best Practice discussions cross streams
Additional responsibilities
* To carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed to support continuous development
What You Will Bring:
* Experience in a financial services environment, within a client relationship role.
* Ability to manage high-pressure situations with professionalism.
* Familiarity with industry-specific tools or platforms relevant to the client base.
We encourage applications from people of all backgrounds to enable us to bring diverse 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.
Thank you for your interest in SS&C! If applicable, to further explore this opportunity, please apply directly with us through our Careers page on our corporate website @ www.ssctech.com/careers.
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