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About the Role

SS&C Intralinks provides technology solutions for the global banking, deal-making and capital markets communities. As pioneers of the virtual data room, SS&C Intralinks enables and secures information flow, facilitating strategic initiatives such as mergers and acquisitions, capital raising, and investor reporting. This role is focused on driving successful client outcomes by offering strategic guidance and acting as their advocate, frequently collaborating with Sales, Support, and Product to solve problems and provide value.

Responsibilities

Onboard new clients and guide them through product setup, training, and initial usage to ensure successful implementation.
Serve as the primary point of contact for customer issues, troubleshooting problems, coordinating with support and technical teams, and ensuring timely resolution.
Act as a subject matter expert; driving best practices across Intralinks products and services.
Act as a customer advocate internally, helping to shape product roadmaps and service offerings based on customer feedback and industry insights.
Monitor and drive product adoption and usage, ensuring customers are utilizing the platform to its fullest potential. Provide training, resources, and tailored recommendations to help customers achieve success.
Regularly engage with customers through check-ins, QBRs (Quarterly Business Reviews), and other touchpoints to review progress, offer strategic guidance, and address any concerns or roadblocks.
Drive customer satisfaction and retention by identifying and mitigating churn risks. Participate in contract renewal discussions, ensuring that customers see the value of continued partnership with us.
Work closely with sales, product, and support teams to relay customer feedback, advocate for customer needs, and influence product development and improvements.
Identify opportunities for upsell and cross-sell based on customer needs, and work with the account teams to expand product usage and drive additional value for customers.

Requirements

Bachelor’s degree
2-3 years of experience in a customer success, account management, or client-facing role within a SaaS company.
Experience implementing and supporting SaaS solutions.
Able to work standard business hours with flexibility off-hours and ongoing mobile phone (email) monitoring.
Excellent communication, interpersonal, and relationship-building skills.
Ability to problem-solve and manage multiple customer accounts in a fast-paced environment.
Proven track record of driving customer success, product adoption, and retention.
Strong organizational and time management skills, with the ability to prioritize tasks effectively.
Excellent written and oral communication skills (in person, over the phone and in front of audience of high company rank and technical abilities) and possess strong presentation skills.
Prior experience with Alternative Investments - Private equity, Hedge or Investor/Fund Services Administration support is a plus.
Prior experience with Relationships between Private Capital Fund Managers (GPs) and Investors (LPs) is a plus.
Prior experience with Account Management, subscription accounts and contract renewals is a plus.
Prior experience with a Consultative and solutioning approach to understanding customer workflow and positioning SAAS solutions is a plus.
Experience supporting and troubleshooting Internet-based applications.
Demonstrated ability to communicate well with technical resources and utilize strong logic abilities to think through and drive alternative solutions.

Skills

Customer Success
Account Management
Client-Facing
SaaS Solutions
Communication
Interpersonal Skills
Relationship-Building
Problem-Solving
Time Management
Organizational Skills
Presentation Skills
Alternative Investments
Private Equity
Hedge Funds
Investor Services
Fund Services Administration
Account Management
Subscription Accounts
Contract Renewals
Consultative Selling
Solutioning
Troubleshooting
Logic Abilities

Location

NYC
Waltham, MA

Work Type

Hybrid

Experience Level

2-3 years

Education Level

Bachelor's degree

Salary/Compensations

New York: 85000 USD to 105000 USD
Massachusetts: 85000 USD to 105000 USD

Benefits

Medical coverage
Dental coverage
Vision coverage
401(k) plan with company match
Paid time off
Holidays
Parental leave
Professional development reimbursement opportunity
Discretionary bonus
Equity awards (restricted stock units or stock options)

About the Company

SS&C is a leading financial services and healthcare technology company.
Headquartered in Windsor, Connecticut, with 27,000+ employees in 35 countries.
Serves 20,000 financial services and healthcare organizations.
SS&C combines proprietary technology with deep industry expertise to support complex financial and health care operations.
Teams design, implement, and operate solutions that help clients manage data, automate processes, and scale their businesses with confidence.
Offers exposure to real-world operational challenges and large-scale enterprise environments.

Equal Opportunity

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.