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Client Experience Account Manager

atMelbourne, Victoria, Australia

21 days ago

Job description

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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

Get To Know Us :

For more than 35 years, SS&C has developed the technology and services to power our clients’ success. With industry-specific solutions from the alternatives space to healthcare to wealth management, SS&C is leading the way toward the future.

SS&C Technologies Holdings, Inc. is the technology and services that the average person does not see, nor does the end-user know even exists. But, if you have a loan, investments in stock, bonds, mutual funds or have a 401(k) plan, it's likely our technology and service drive the operations for the companies that work directly with you. Just a few of the services and we offer : accounting, compliance, risk analytics, data management, retirement services, fund operations, and many others.

SS&C Global Investor Distribution Solutions GIDS provides information processing and computer software services and products. The Company’s operating segments include financial markets, customer management, professional services, and output solutions. SS&C GIDS serves the alternative investments, asset and wealth management, banking and lending, insurance, and real estate industries.

Why You Will Love It Here!

Flexibility : Hybrid Work Model
Your Future : Income Protection Insurance & Salary Continuance
Work / Life Balance : Flexible Time Off
Your Wellbeing : Private Health Insurance discount, Primary & Secondary Paid Parental leave, Death & TPD Insurance
Diversity & Inclusion : Committed to Welcoming, Celebrating and Thriving on Diversity
Training : Hands-On, Team-Customized, including SS&C University
Extra Perks : Discounts on fitness clubs, travel and more!

What You Will Get To Do :

The Client Experience Account Manager ensures the delivery of high-quality service to Transfer Agency clients, including asset managers, custodians, and responsible entities. The role involves overseeing BAU operations, client and regulatory changes, and the smooth rollout of new products and services within SS&C’s Transfer Agency offerings.

Collaboration with the SS&C Fund Administration team is key to providing a seamless, integrated service for clients seeking bundled solutions. The role also focuses on proactive client engagement to enhance satisfaction and retention, and support Relationship Managers in client growth.

Oversee all service delivery aspects, working with senior managers and relationship teams to enhance client solutions and drive long-term value.

Act as a trusted advisor, understanding client needs and service requirements.

Lead regular reviews to ensure KPIs are met, assess service effectiveness, and identify improvement opportunities.

Manage client and regulatory changes, ensuring timely delivery and readiness.

Track and report change activities, ensuring clear communication with clients.

Collaborate with internal teams to drive customer satisfaction and address potential concerns.

Handle account management, including SLA updates, reporting, and invoicing with the commercial team.

Establish service meeting schedules and manage governance models for client engagement.

Serve as an escalation point for critical issues, ensuring resolution and continuous delivery.

Drive process improvements following incidents and utilise performance data to enhance service.

Prepare and deliver internal and external reporting and presentations.

Lead internal client reviews and complete weekly / periodic reporting as needed.

What You Will Bring :

Proven account management or client-facing experience in a technology company or fund administration.

Exceptional communication and presentation skills, with the ability to articulate complex solutions clearly and concisely.

Strong relationship-building skills, with a focus on managing key contacts within accounts.

Experience managing stakeholders across multiple levels of an organisation.

Strong interpersonal skills, with the ability to present complex technology and service solutions effectively.

Ability to foster positive, long-term relationships with clients.

3-5+ years of account management experience, with a demonstrated track record of success.

Experience with technology solutions is highly desirable.

Background in Asset Management or Transfer Agency is preferred.

Experience in Fund Accounting is a plus.

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.

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.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.

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