Description
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
Customer Success Manager
Locations: Remote
Get To Know Us:
Blue Prism, a prominent Robotic Process Automation (RPA) solution provider, was acquired by SS&C in 2022. Blue Prism is a global leader in enterprise robotic process automation (RPA) and intelligent automation, transforming the way work is done. We have over 2,000 customers in over 170 countries and 70 industry verticals, 30% in the Forbes Global 2,000, creating value with new ways of working by unlocking efficiencies and returning millions of hours of work back into their businesses. Our enterprise digital robots offer high-scale automation that is secure, smart, accessible to all, enabling centrally managed human and digital workforces of the future and freeing up humans to re-imagine work.
Robotic Process Automation (RPA) uses software robots to automate routine tasks and business processes traditionally undertaken by people in low value and routine-driven roles. Blue Prism does more than this, provisioning a Digital Workforce – made up of software robots – to deliver strategic benefits through technology. Its technology platform not only automates work but opens the opportunity to capitalize on new technology developments – for example in AI, voice recognition, machine learning and virtual assistant technologies to name a few – in order to enable a transformation in customer experience and service offerings.
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
- 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:
You will be responsible for ensuring our customers' success and satisfaction with our products and contributing to their long-term loyalty. You will work closely with the Sales organization, Partners, Support team, Professional Services and Product Management to ensure that Blue Prism is delivering overall superior service and support to our customers.
Additional responsibilities include but are not limited to the following:
- Take personal responsibility for at least 30 accounts.
- Drive adoption of entitlements by our customers.
- Identify upsell and growth opportunities and collaborate with sales teams to ensure growth attainment;
- Develop a trusted relationship with customer representatives at all levels such that all activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Blue Prism Digital Workforce to be realized.
- Utilize your experience of deploying RPA at scale to identify where improvements can be made to the customer's capability and ROM2.
- Have the knowledge and relationships of all Blue Prism internal teams and Partners (including training partners) to be able to determine and mobilize the optimal resource for each improvement activity.
- Be sufficiently knowledgeable of the product roadmap, forthcoming product enhancements, the Technical Alliance Partners and Delivery partners' usage of complementary technology to be able to crisply articulate the headlines to customers and help them understand how they could benefit from deploying them.
- Co-ordinate the introductions and, where appropriate, the mobilization of teams/resources required to support additional use of the Blue Prism product and the complementary technologies.
- Track all milestones and metrics related to Customer Success activities such that the overall progress of each priority customer's RPA program can be closely monitored.
- Measure each customer's progress against industry standard benchmarks and report on progress to the Customer and the Blue Prism executive teams
- Share customer success reports and customer use cases with the Executive sponsors and Blue Prism's Customer Experience team
- Identify potential case study material from customer success stories and liaise with marketing to get the ball rolling
- Monitor the likelihood of customers renewing their current contract and work with the Account Manager to instigate remedial action where required.
What You Will Bring:
The ideal candidate will have experience of implementing large scale enterprise software systems at scale. Experience in Robotic Process Automation is preferred.
Strong project/program management and demonstrable consultative skills.
Commercially astute team player who possesses excellent communication and customer-relationship skills – responsiveness, sensitivity and diplomacy when managing stakeholder relationships across all levels in any organization.
Problem-solving skills and technical aptitudes should that you to adapt to new circumstances and learn quickly when facing new problems and challenges.
Great multi-tasker, quantifier, goal achiever.
Ability to integrate into an existing team as well as bring your own experience and influence to improve the way we do things
At least 5 years experience in a customer facing role (Success, Services, System Engineering) in an Enterprise SaaS company with personal responsibility for success in multiple named accounts.
Experience in a Customer Success organization that drives and measures account Adoption, Expansion, and Renewals.
Experience in both SaaS and on-premise deployments.
Background working in Robotic Process Automation and leveraging a Robotic Operating Model (ROM) to orchestrate initiatives to improve business benefit at scale.
Alternatively, experience in program management or management consultancy with Fortune 500 clients for 5 years or more will be considered and full training on the ROM will be provided.
Ability to strategically expand new opportunities within existing accounts.
Superior customer facing skills and ability to establish executive level relationships.
Extremely well organized with the capacity to travel in addition to managing multiple customers remotely.
Flexibility to work in a rapidly changing & complex environment.
Proficiency in leading in person and remote meetings and delivering presentations with excellent written and verbal communication skills.
Great attitude with the ability to foster a fun, productive working environment.
Ability to be part of a team or equally driven to lead the building of customer relationships.
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.
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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.
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