Customer Communications Manager

As a leading financial services and healthcare technology company based on revenue SS&C is headquartered in Windsor Connecticut and has 27000 employees in 35 countries. Some 20000 financial services and healthcare organizations from the worlds largest companies to small and mid-market firms rely on SS&C for expertise scale and technology.

Job Description

SS&C Intralinks Job Description

About SS&C Technologies

SS&C is a global provider of investment 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 20000 employees in over 90 offices in 35 countries. Some 18000 financial services and healthcare organizations from the worlds largest institutions to local firms manage and account for their investments using SS&Cs products and services.

SS&C Intralinks

A growth-oriented business unit of SS&C Intralinks is a technology leader in M&A Alternative Investments and Banking & Securities markets. Our solutions facilitate 1/3 of the worlds global M&A deal flow and 50% of the private equity raised globally.

About the Role

This is a newly created role within SS&C Intralinks Customer Experience function. You will be the first specialist hire into a function that has grown from zero to 100 global customer touchpoints in just 4 years and is now scaling rapidly.

Reporting directly to the Global Head of Customer Communications you will own the craft delivery and operational backbone of our customer communications programme spanning in-app notifications customer emails surveys supporting content and enablement materials. You will work across a broad set of tools (Gainsight PX Gainsight CS Qualtrics Zendesk ServiceNow) and partner with stakeholders across Product Legal CS Sales and Engineering to ensure our customers receive timely accurate and well-targeted communications at every touchpoint.

Your Responsibilities

• Craft develop and maintain customer communications across all channels: in-app notifications (Gainsight PX) customer emails (Gainsight CS) surveys (Qualtrics) support centre articles (Zendesk) and broader multi-channel communications for product updates service changes legal notices and security events
• Review update and maintain the global Customer Touchpoint Library (SharePoint) ensuring all 100 touchpoints are accurately documented business-context write-ups are complete and audit trails are retained
• Build and maintain the customer communications calendar (SharePoint): track all scheduled and planned touchpoints manage sequencing and flag overlap risks across concurrent programmes
• Own audience generation and data validation: coordinate multi-system data extraction contact hygiene manual contract verification and account ownership confirmation to ensure accurate and compliant targeting
• Produce enablement materials for every customer communication: customer-facing FAQ(s) internal FAQ(s) CS&D Knowledge Centre articles (collaboration with Support Centre Team Zendesk) internal announcement(s) talking points and Sales/AM team updates to ensure customer-facing colleagues are equipped at the point of send
• Serve as an active participant in cross-functional programmes including the ILP-to-Trinity platform migration Digital Customer Journey Total Landscape of Communications and Comms Audit Readiness
• Contribute to and help expand the Voice of Customer programme: support NPS CSAT and Large Account Health survey design and distribution analyse response data and help bring customer insight into the business across our products
• Support adoption journey expansion

Your Experience

• 3 years in a communications customer experience or related role with demonstrable ownership of written content and end-to-end delivery across multiple channels
• Excellent written communication skills: able to translate complex technical or operational topics into clear plain-language messages suited to a range of customer personas (administrators decision-makers application developers/support compliance officers fund managers deal-makers legal SMEs etc.)
• Technically adaptable and a proactive self-starter: willing and able to learn tools to a working level including CX platforms in-app messaging tools survey tools and support centre software
• Highly organised with strong attention to detail: able to manage multiple concurrent workstreams without dropping quality documentation or stakeholder alignment
• Comfortable operating across functions: confident partnering with Product Legal CS Sales and Engineering stakeholders navigating competing priorities and moving work forward independently
• Proven ability to manage a high volume of concurrent projects across a complex stakeholder landscape while maintaining accuracy speed and quality
• Capacity to see both sides of the communication able to walk in the shoes of the customer and customer-facing teams while stepping back to understand broader business context and programme goals

Location & Working Arrangement

• Location: EMEA (London preferred) New York or Waltham with access to a local SS&C Intralinks office. This is a hybrid role with a minimum of 6 office days per month required.
• Reports to: Global Head of Customer Communications Customer Experience (CX)

EEO Statement / Non-agency Disclosure

We encourage applications from people of all backgrounds and particularly welcome applications from under-represented groups to enable us to bring a diversity of perspectives to our thinking and conversation. Its important to us that we strive to have a workforce that is diverse in the widest sense.

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.

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.

Applications will be accepted on an ongoing basis until the position is filled.

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.