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About the Role

The Black Diamond Trust team is seeking a Manager, Client Experience & Solutions to join our Client Service team. This hybrid role blends client service, technical support, and operations, serving as a central point of contact for clients and internal teams. Responsibilities include supporting inquiries, troubleshooting issues, maintaining knowledge bases, responding to functionality inquiries, delivering training, managing projects, and overseeing internal workflows. Success requires proactive communication, strong technical and analytical capabilities, and a solid understanding of the systems and markets served. This management role involves overseeing team resources and managing stakeholder requests to ensure alignment of priorities, effective execution, and timely delivery of outcomes.

Responsibilities

Provide Tier 2 support for client- and team-reported issues through in-depth analysis, troubleshooting, and solutioning
Collaborate with internal stakeholders to document defects and recommend usability enhancements
Serve as a primary or secondary point of contact for assigned client relationships
Act as a key member of the Client Services management team, supporting the broader client portfolio as needed
Create and maintain technical documentation, user guides, and standard operating procedures (SOPs)
Deliver system training to clients (virtually and onsite) post-implementation or as needed
Lead and coordinate meetings with clients, internal teams, and external partners
Manage assigned tickets and ensure timely updates and resolution
Troubleshoot and research technical issues across multiple systems
Analyze system and business impacts to recommend effective solutions
Manage contractual SLAs and ensure timely delivery of software updates

Requirements

Bachelor’s degree or equivalent experience required
7+ years of experience in client service, business analysis, operations analysis, quality assurance, relationship management, or similar roles within financial technology or banking
Proven interpersonal, analytical, and creative problem-solving skills, with strong attention to detail and strategic thinking
Ability to communicate effectively with both technical and non-technical stakeholders, including developers
Proven ability to work independently and manage complex, variable situations with limited standardization
Familiarity with the Software Development Life Cycle (SDLC) and testing methodologies
Strong proficiency in navigating relational databases, including the use of SQL queries
Strong project management skills with the ability to meet strict deadlines and release schedules
Proactive, highly adaptable, and collaborative, with a demonstrated ability to quickly learn and apply new concepts
Strong technical aptitude, including a foundational understanding of how software code changes are developed and deployed
Strong preference for candidates with experience in trust accounting and knowledge of P&I accounting

Skills

SQL queries
Project management
Trust accounting
P&I accounting

Location

New York, NY
Jacksonville, FL
Denver, CO

Work Type

Hybrid

Experience Level

7+ years of experience

Education Level

Bachelor’s degree or equivalent experience

Salary/Compensations

New York: 100,000 USD to 120,000 USD
Colorado: 100,000 USD to 120,000 USD
Other States: 100,000 USD to 120,000 USD

Benefits

Medical, dental, and vision coverage
401(k) plan with company match
Paid time off, holidays, and parental leave
Professional development reimbursement opportunity

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.
SS&C combines proprietary technology with deep industry expertise to support complex financial and health care operations.
SS&C's teams design, implement, and operate solutions that help clients manage data, automate processes, and scale their businesses with confidence.
Join SS&C, where innovation meets global opportunities.

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.