SS&C is a global provider of investment and 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.

Job Description

1. Service  Management

Maintain and develop relationship with key and senior client contactsMaintain, facilitate and develop relationships with all key stream internal contacts to ensure quality of service and sponsor action plans where identifiedUnderstand client's business /products /strategy /requirements and the impact on SS&C' service offeringMaintain account plans Keep abreast of current client relationship status through the regular review of Management Reports e.g. client feedbackWorking knowledge of industry practices
 

1.1. Issue Management

Act as senior escalation point for the communication to clients of any significant concernsFacilitate through the stream contacts, issue resolution/action plansEnsure (weekly and monthly) Client and Stream meetings take place, providing support and suggestions for agendas etc.
 

1.2. Reporting

Input to senior management and Client reporting e.g. Board reportsAdvise Relationship Management of changes to client service model/tariff/SLAKPIs - ensure KPI pack is issued to client and management within SLASLAs have an overview of any areas that may be going out of SLA through regular stream meetings and agree action plans as appropriate    Client FeedbackEnsure SMD’s are maintained and kept up to date with any change to service reflected appropriatelyReview and communicate results and developing action plans as requiredCommunication Responsible for provision of service management information to client contacts in a timely manner and in an appropriate format.Keep senior management informed of any significant/escalated service issues / action plans

1.5. Meeting Management

Monitor, report & escalate significant output from service review meetings Manage clients’ Quarterly Service Exec meetings – working with the Client Account managers to ensure distinction between strategic and service meetings. Lead preparation presentations/agenda/objectives. Chair meetings (where appropriate relative to meeting attendees)Ensure necessary internal preparation meetings take place and SS&C approach is agreed prior to meetings with external partiesCall report/minutes to be prepared from ad-hoc meetings with client and circulated to SS&C Executives, using appropriate tools - GocheckEnsure agendas and minutes are issued within agreed timescales

2. Budgetary Control

2.1. Revenue

Input to budget/revenue forecasts Pro-active management of service credit/debit regime

3. New Business & Promotional Activity

3.1. SS&C Products & Services

Knowledge of SS&C products, services and technologies; recognise opportunities to promote additional products and servicesDiscuss Client forum strategies/initiatives to ensure client participation Input into future product/technical developmentsSupport RFP process where required

3.2. Contract Management

Maintain knowledge of client service related contract termsMaintain contracts as appropriate supporting annual sweep up and tariff changes

4. Team Management

Manage CSM Team including providing guidance & direction on day-to-day business issues, facilitating monthly team meetings, reviewing PDRs, Corporate Governance, etc. Ensure that direct reports are aware of their performance to individual objectives and how they link to Corporate GoalsDevelopment needs for direct reportsInterview and recruit for the team as required

5. Additional responsibilities

Attend internal/external business forum/committees To support the continuous development of the CSM team

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 offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan. 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.