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

Manager, Client Support

Locations: Windsor, CT | Hybrid

Get To Know The Team:

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.

Our Client Support Team provides exceptional customer service, superb operational guidance, and empower our clients to achieve more. Our experienced team supports each other and ensures you have the support you need to be successful.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model & a 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!

SS&C Precision LM is looking for an experienced individual to join our team in the role of Client Support Manager.

You must be an ambitious, self-motivated individual to join our Support team. The successful candidate will be a conscientious worker with a record of success, who has experience managing a support team in the past and has demonstrated they can work collaboratively with others within the organization and with our clients.

What You Will Get To Do:

• Build and sustain relationships with Clients.
• Manage a team of client support representatives and provide a point of escalation for troubleshooting both business and technical issues for our customers and internal staff. Manage support incidents using our in-house software and processes to exceed client expectations and service level agreements.
• Support all client production problems including after-hours support as needed. Some clients are based outside of the U.S. time zones (standard work hours are Eastern Standard Time).
• Prepare client support documentation including end-to-end process workflows.
• Review and respond to client’s business/functional requirement documents.
• Train clients on new features and enhancements.
• Ensure Client Support team has the proper training by providing training or supporting them in receiving training.
• Escalate product issues with development team and internal support teams.
• Acquire and maintain on-going knowledge and expertise Precision LM products and services.
• Track and monitor service requests (tickets) and escalation trends (ticket closures and resolution rates and other analytics)
• Coach/supervise employees including executing performance management assessments and provide growth and training opportunities for team members.

What You Will Bring:

• Bachelor’s degree in business or equivalent preferred.
• 5+ years Customer Service and/or financial services experience, including but not limited to Call Center, Banking, REIT, or Financial Industries.
• Working knowledge of the Financial Services industry specifically in the areas of Commercial Loan Servicing and Agency Lending including FNMA, FHLMC, HUD, GNMA, CMBS.
• Ability to manage high-pressure client situations and build trust with the clients.
• Ability to synthesize and communicate complex technical issues to non-technical audiences.
• Ability to communicate well with both internal and external audiences using excellent interpersonal, client management and communications skills.
• Ability to coach, train and lead a team.
• Prioritization and delegation skills
• Strong relationship management skills.
• Outstanding time management skills and attention to details
• Basic SQL experience is preferred.
• Outstanding customer service skills, oral and written communication, prioritization, and time management.
• Self-motivator: able to grasp concepts quickly with minimal supervision, take ownership of problems and follow them through to completion.
• Technical skills with the ability to quickly adapt to new tools and processes.

Thank you for your interest in SS&C! To further explore this opportunity, please apply through our careers page on the corporate website at www.ssctech.com/careers.

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 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.