Client Engagement Manager

📌 Core Information

🔹 Job Title: Client Engagement Manager

🔹 Company: SS&C Technologies

🔹 Location: Remote - United Kingdom

🔹 Job Type: Full-Time

🔹 Category: IT & Software

🔹 Date Posted: 2025-04-25

🔹 Experience Level: 10+ years

🔹 Remote Status: Remote

🚀 Job Overview

Key aspects of this role include:

• Leading the regional client engagement function for SS&C Technologies
• Acting as the single point of contact (SPOC) for executive-level client interactions
• Managing service onboarding, escalation management, and continuous service improvements
• Driving operational improvement using relationship management tools and best practices

ASSUMPTION: This role requires a high level of client-facing experience and strong leadership skills to manage regional teams and drive service excellence.

📋 Key Responsibilities

✅ Lead the regional client engagement function, ensuring an outstanding IT service experience for both SS&C’s largest clients and internal workforce

✅ Act as the single point of contact (SPOC) for executive-level client interactions, ensuring seamless communication, escalation management, event support, and service governance

✅ Manage client service onboarding and operational readiness, ensuring a structured and efficient transition for new clients

✅ Lead customer satisfaction and UX initiatives, delivering UX research, service design, and continuous feedback capture to proactively identify and address service gaps

ASSUMPTION: This role involves a high degree of stakeholder management, requiring strong communication and interpersonal skills to build and maintain effective relationships with clients and internal teams.

🎯 Required Qualifications

Education: Bachelor's degree in a relevant field (e.g., Business, IT, or a related discipline)

Experience: 15+ years of leadership experience in IT, encompassing service delivery, executive support, event support, client onboarding, global collaboration, and management of regional teams

Required Skills:

• Proven track record of leading high-touch, white-glove service delivery models for enterprise clients
• Extensive experience in executive stakeholder management, service governance, driving business-aligned service improvements, and high customer satisfaction
• Strong background in client/service onboarding, business transformation, and large-scale IT integrations, including M&A transitions and global service model standardization
• Expertise in service escalations, incident and problem management, and risk mitigation
• Recognized for building and leading high-performing IT service teams, fostering a culture of service excellence and continuous improvement
• Knowledge of quality management methodologies such as Total Quality Management (TQM), Six Sigma, or CMMI

Preferred Skills:

• Fluency in multiple languages (an asset but not required)
• Experience working with global teams and managing remote employees

ASSUMPTION: Given the regional focus and leadership requirements of this role, candidates with extensive experience in client engagement, stakeholder management, and operational oversight are strongly preferred.

💰 Compensation & Benefits

Salary Range: £80,000 - £120,000 per annum (AI-estimated, based on industry standards for similar roles and experience levels)

Benefits:

• Professional Development Reimbursement
• Paid Time Off
• Pension
• Medical
• Dental

Working Hours: Full-time, with flexibility for remote work

ASSUMPTION: The provided salary range is an estimate based on industry standards for similar roles. Actual compensation may vary based on the candidate's experience, skills, and other factors.

📌 Applicant Insights

🔍 Company Context

Industry: SS&C Technologies is a leading global provider of mission-critical, cloud-based software and solutions for the financial and healthcare industries.

Company Size: SS&C Technologies has 27,000+ employees in 35 countries, making it a large enterprise with significant resources and opportunities for growth.

Founded: SS&C Technologies was founded in 1986 and has since grown to become a trusted provider to more than 20,000 financial services and healthcare companies worldwide.

Company Description:

• SS&C Technologies is a leading global provider of mission-critical, cloud-based software and solutions for the financial and healthcare industries.
• The company offers a wide range of services, including portfolio management, trading, private equity, fund of funds and hedge fund administration, institutional outsourcing, financial services software, ASP, BPO, and license.
• SS&C Technologies is committed to delivering exceptional customer service and fostering a culture of innovation and excellence.

Company Specialties:

• Portfolio management
• Trading
• Private equity
• Fund of funds and hedge fund administration
• Institutional outsourcing
• Financial services software
• ASP
• BPO
• License

Company Website: http://www.ssctech.com

ASSUMPTION: SS&C Technologies' extensive experience and global presence make it an attractive employer for candidates seeking a challenging and rewarding career in the financial and healthcare technology sectors.

📊 Role Analysis

Career Level: This role is a senior leadership position, requiring a high level of experience and expertise in client engagement and IT service management.

Reporting Structure: The Client Engagement Manager will report directly to the Director, IT Service & Delivery, Client Engagement Management and will oversee regional client engagement teams.

Work Arrangement: This role is remote, with flexibility for on-site work as needed. The successful candidate will be expected to travel occasionally to meet with clients and internal teams.

Growth Opportunities:

• As a senior leadership role, this position offers significant opportunities for career growth and development within SS&C Technologies.
• The successful candidate will have the opportunity to shape the future of IT service delivery at SS&C and drive strategic initiatives that enhance the user experience and improve operational efficiency.
• This role also presents opportunities to build and strengthen relationships with key clients, fostering long-term partnerships and driving business growth.

ASSUMPTION: Given the senior leadership nature of this role, candidates should have a proven track record of driving operational improvement, managing high-performing teams, and delivering exceptional client experiences.

🌍 Location & Work Environment

Office Type: Remote, with flexibility for on-site work as needed

Office Location(s): The successful candidate will be based in the United Kingdom and will work remotely, with occasional travel to client sites and SS&C offices.

Geographic Context:

• The United Kingdom is a major global financial hub, with a thriving technology industry and a diverse range of clients for SS&C Technologies to serve.
• The remote work arrangement offers flexibility and work-life balance, while also providing opportunities for international travel and collaboration with global teams.
• The United Kingdom's time zone allows for effective communication and coordination with SS&C's global offices and clients.

Work Schedule: Full-time, with flexibility for remote work and occasional travel

ASSUMPTION: The remote work arrangement for this role offers candidates the opportunity to balance their professional and personal lives while still having the chance to engage with clients and internal teams in person as needed.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screen with the hiring manager
• In-depth interview with the hiring manager and other key stakeholders
• Final interview with the Director, IT Service & Delivery, Client Engagement Management
• Background check and offer extension

Key Assessment Areas:

• Client engagement and stakeholder management skills
• Leadership and team management abilities
• Operational oversight and service improvement initiatives
• Problem-solving and decision-making skills
• Adaptability and cultural fit within SS&C Technologies

Application Tips:

• Highlight your experience in client engagement, stakeholder management, and operational oversight in your resume and cover letter.
• Demonstrate your understanding of SS&C Technologies' business and the role's requirements in your application materials.
• Prepare examples of your problem-solving skills and accomplishments in driving service improvement and enhancing the user experience.
• Research SS&C Technologies' company culture and values to ensure a strong cultural fit.

ATS Keywords: Client engagement, stakeholder management, service delivery, operational improvement, user experience, IT service management, leadership, team management, problem-solving, decision-making, cultural fit

ASSUMPTION: Given the senior leadership nature of this role, candidates should be prepared to demonstrate their strategic thinking, leadership skills, and ability to drive operational improvement and enhance the user experience.

🛠️ Tools & Technologies

• Microsoft Office Suite (Word, Excel, PowerPoint)
• Customer Relationship Management (CRM) software (e.g., Salesforce, Microsoft Dynamics 365)
• Project management tools (e.g., Microsoft Project, Asana, Trello)
• IT service management software (e.g., ServiceNow, BMC Remedy, Jira Service Management)

ASSUMPTION: The successful candidate will have experience with a range of tools and technologies relevant to IT service management, client engagement, and project management.

👔 Cultural Fit Considerations

Company Values:

• Integrity
• Expertise
• Innovation
• Collaboration
• Client Focus

Work Style:

• Results-driven
• Collaborative
• Adaptable
• Proactive
• Client-focused

Self-Assessment Questions:

• How do you demonstrate integrity and expertise in your client engagement and leadership roles?
• Can you provide an example of a time when you drove innovation and improved the user experience in a challenging IT service environment?
• How do you foster a collaborative work environment and build effective relationships with clients and internal teams?
• How do you balance the need for results with a client-focused approach, ensuring that client needs are met while driving operational efficiency?

ASSUMPTION: Candidates should be prepared to demonstrate their alignment with SS&C Technologies' company values and work style, as well as their ability to thrive in a dynamic, client-focused environment.

⚠️ Potential Challenges

• Managing a remote team and ensuring consistent service delivery across multiple time zones
• Balancing the needs of internal stakeholders with those of external clients
• Driving operational improvement and service excellence in a large, complex organization
• Adapting to changes in client needs and market demands

ASSUMPTION: The successful candidate will have experience overcoming similar challenges in previous roles and will be able to leverage their skills and expertise to drive service excellence and operational improvement at SS&C Technologies.

📈 Similar Roles Comparison

• This role differs from other client engagement management positions in its regional focus and senior leadership responsibilities.
• As a global provider of financial and healthcare technology solutions, SS&C Technologies offers unique opportunities for career growth and development in a dynamic and evolving industry.
• Candidates with experience in similar roles within the financial services or healthcare technology sectors may find this role particularly appealing, given the chance to apply their expertise in a new and challenging context.

ASSUMPTION: Candidates should be prepared to demonstrate their understanding of the unique aspects of this role and how their experience and skills make them a strong fit for the position.

📝 Sample Projects

• Developing and implementing a regional client engagement strategy, including service onboarding, escalation management, and continuous service improvement initiatives
• Conducting UX research and service design projects to proactively identify and address service gaps and enhance the end-to-end customer experience
• Managing high-profile client events and executive-level stakeholder interactions, ensuring seamless service delivery and proactive issue resolution

ASSUMPTION: The successful candidate will have experience managing similar projects in previous roles and will be able to leverage their expertise to drive service excellence and operational improvement at SS&C Technologies.

❓ Key Questions to Ask During Interview

• Can you describe the current state of the regional client engagement function and the key priorities for the first 90 days in this role?
• How does SS&C Technologies support the professional development and growth of its client engagement managers?
• What are the key challenges and opportunities facing the IT service delivery and managed solutions teams in the EMEA region, and how can this role drive strategic initiatives to address them?
• How does SS&C Technologies measure and track client satisfaction, and what are the key metrics for success in this role?
• What is the company's approach to fostering a culture of innovation and continuous improvement within the IT service delivery and managed solutions teams?

ASSUMPTION: Candidates should prepare thoughtful and insightful questions that demonstrate their understanding of the role, the company, and the industry, and their eagerness to contribute to SS&C Technologies' success.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to highlight your experience in client engagement, stakeholder management, and operational oversight, as well as your understanding of SS&C Technologies' business and the role's requirements.
• Prepare examples of your problem-solving skills and accomplishments in driving service improvement and enhancing the user experience.
• Research SS&C Technologies' company culture and values to ensure a strong cultural fit.
• Follow up with the hiring manager one week after submitting your application to express your interest and reiterate your qualifications for the role.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.