Manager, Customer Success

Manager, Customer Success

Locations: NYC, NY / Boston, MA / Waltham, MA | Hybrid

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. Today, SS&C Intralinks has earned the trust and business of more than 99 percent of the Fortune 1000.

Overview

The Manager, Customer Success is part of the Intralinks' Global Customer Success organization and is responsible for leading a high-performing team of Customer Success Managers (CSMs) focused on delighting our customers and driving their success. The Manager, CS is a very strategic role for the company and works closely with senior management across the whole business to ensure that Intralinks provides an extraordinary Customer Success experience to every customer, every time. This role is designed for a hands-on people leader who can balance operational excellence with transformation. You will be responsible for driving adoption of DealCentre AI (DCAi), expanding the attach and utilization of services, and increasing accountability and rigor around customer renewals. The ideal candidate is comfortable leading through change, coaching teams to new expectations, and partnering closely with Sales, Product, Services, and Support.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model and Business Casual Dress Code, including jeans
• Your Future: 401k Matching Program, Professional Development Reimbursement
• Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays
• Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave
• Wide Ranging Perspectives: Committed to Celebrating the Variety of Backgrounds, Talents and Experiences of Our Employees
• Training: Hands-On, Team-Customized, including SS&C University
• Extra Perks: Discounts on fitness clubs, travel and more!

What You Will Get To Do:

• Lead, coach, and develop a team of Customer Success Managers, setting clear expectations for performance, engagement, and accountability
• Manages the assigned team personnel, which includes hiring, coaching, performance evaluation, training & development
• Ensures Customer Success teams receive the technology, personnel, and educational resources necessary to provide flawless service to Intralinks clients
• Manages the daily workflow on a subset of the Customer Success teams, with the goal of 100% resolution on all issues and complaints
• Responsible for working with Management to develop, evolve and implement standardized procedural best Customer Success practices
• Fosters close relationships with Sales Management, supporting and contributing to regional and global growth strategies
• Advocates for the Voice of the Customer across all functional areas of the organization, such as Product Development, Systems Engineering, Marketing, etc.

What You Will Bring:

• Minimum of 5 years experience in Customer Success
• 2+ years of people management experience, including coaching, performance management, and team development
• Presentation & Communication Skills
• Strong MS Office suite and a good comfort level with software and technology

It would be great if you also had:

• Experience using Gainsight, Zendesk and Salesforce
• Excel/reporting expertise
• Project implementation/management experience, preferably with SaaS
• Familiarity with conflict resolution, de-escalation, and positive influencing
• Bilingual - English plus Spanish or Brazilian Portuguese