Job Summary
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The Client Experience Account Manager plays a pivotal role in ensuring the delivery of high-quality service to Transfer Agency clients, including asset managers, custodians, and responsible entities. This position involves overseeing BAU operations, client and regulatory changes, and the smooth rollout of new products and services within SS&C's Transfer Agency offerings.
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Key Responsibilities
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* Oversee all service delivery aspects, working with senior managers and relationship teams to enhance client solutions and drive long-term value.
* Act as a trusted advisor, understanding client needs and service requirements.
* Lead regular reviews to ensure KPIs are met, assess service effectiveness, and identify improvement opportunities.
* Manage client and regulatory changes, ensuring timely delivery and readiness.
* Track and report change activities, ensuring clear communication with clients.
* Collaborate with internal teams to drive customer satisfaction and address potential concerns.
* Handle account management, including SLA updates, reporting, and invoicing with the commercial team.
* Establish service meeting schedules and manage governance models for client engagement.
* Serve as an escalation point for critical issues, ensuring resolution and continuous delivery.
* Drive process improvements following incidents and utilise performance data to enhance service.
* Prepare and deliver internal and external reporting and presentations.
* Lead internal client reviews and complete weekly/periodic reporting as needed.
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Requirements
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* Proven account management or client-facing experience in a technology company or fund administration.
* Exceptional communication and presentation skills, with the ability to articulate complex solutions clearly and concisely.
* Strong relationship-building skills, with a focus on managing key contacts within accounts.
* Experience managing stakeholders across multiple levels of an organisation.
* Strong interpersonal skills, with the ability to present complex technology and service solutions effectively.
* Ability to foster positive, long-term relationships with clients.
* 3-5+ years of account management experience, with a demonstrated track record of success.
* Experience with technology solutions is highly desirable.
* Background in Asset Management or Transfer Agency is preferred.
* Experience in Fund Accounting is a plus.