Client Experience Account Manager

📌 Core Information

🔹 Job Title: Client Experience Account Manager

🔹 Company: SS&C Technologies

🔹 Location: Melbourne, Victoria, Australia

🔹 Job Type: On-site

🔹 Category: 🎧 Customer Experience (CX), 💼 Account Management

🔹 Date Posted: Mon Mar 31 2025

🔹 Experience Level: 3-5 years

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Ensuring high-quality service delivery for Transfer Agency clients
• Overseeing business-as-usual (BAU) operations and managing client and regulatory changes
• Collaborating with the SS&C Fund Administration team for seamless service integration
• Proactively engaging with clients to enhance satisfaction and retention

ASSUMPTION: This role is pivotal in service delivery and client relationship management, focusing on seamless service and client satisfaction. The collaboration with internal teams suggests an integrated approach to account management.

📋 Key Responsibilities

✅ Ensure delivery of high-quality service to Transfer Agency clients, including asset managers and custodians.

✅ Oversee BAU operations, and manage client and regulatory changes efficiently.

✅ Collaborate with internal teams for enhancements in client solutions and long-term value.

✅ Act as a trusted advisor to understand client needs and service requirements.

✅ Lead regular reviews to ensure KPIs are met and drive service improvements.

✅ Serve as an escalation point for critical issues.

ASSUMPTION: The responsibilities imply a need for strong leadership and problem-solving skills, focusing on enhancing client relationships and ensuring service adherence to regulations.

🎯 Required Qualifications

Education: Not specified

Experience: 3-5+ years in account management, preferably in technology or fund administration

Required Skills:

• Account Management
• Client Engagement
• Stakeholder Management

Preferred Skills:

• Experience in Asset Management
• Background in Transfer Agency or Fund Accounting

ASSUMPTION: Candidates are expected to have prior experience managing clients in a complex regulatory environment. Preferred skills suggest a strong benefit from industry-specific expertise.

💰 Compensation & Benefits

Salary Range: Not specified. Compensation is likely aligned with industry standards for similar roles.

Benefits:

• Hybrid work model
• Private Health Insurance discount
• Flexible Time Off

Working Hours: 40 hours per week with potential flexibility

ASSUMPTION: Benefits are designed to promote work-life balance and health well-being, indicative of SS&C Technologies' commitment to employee satisfaction.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development, specializing in financial and healthcare solutions

Company Size: 10,001+ employees, indicating a large-scale operation with diverse opportunities

Founded: 1986, with a strong presence as a trusted provider in the financial services domain

Company Description:

• Leading provider of cloud-based software and solutions
• Services over 20,000 financial and healthcare companies globally
• Strong emphasis on innovation and customer service

Company Specialties:

• Portfolio Management
• Hedge Fund Administration
• Financial Services Software

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

ASSUMPTION: SS&C's large size and global reach offer stability and diverse career paths, making it attractive for career growth in finance technology.

📊 Role Analysis

Career Level: Mid-level management, crucial for overseeing client experience and service delivery

Reporting Structure: Involves working with senior managers and relationship teams

Work Arrangement: Hybrid model combining on-site presence at Melbourne office with potential remote work flexibility

Growth Opportunities:

• Advancement in account management and client services
• Skills development through SS&C University
• Potential for cross-functional projects and international exposure

ASSUMPTION: This role provides substantial growth opportunities through client interaction and internal training, ideal for those aiming to develop expertise in client management.

🌍 Location & Work Environment

Office Type: Modern corporate office in a key Australian financial hub

Office Location(s): Melbourne, Victoria

Geographic Context:

• Central business district location
• Access to public transport
• A range of nearby amenities and facilities

Work Schedule: Standard business hours with flexibility as indicated by hybrid work policy

ASSUMPTION: The office's central location and work flexibility contribute to a dynamic and convenient work environment.

💼 Interview & Application Insights

Typical Process:

• Initial application via company careers page
• Phone or virtual screening with HR
• Technical and skills assessments
• Final interview with hiring manager

Key Assessment Areas:

• Client Relationship Management
• Problem-solving and adaptability
• KPI and performance analysis

Application Tips:

• Highlight relevant account management experience
• Showcase achievements in client satisfaction
• Prepare examples of process improvements led by you

ATS Keywords: Account Management, Client Engagement, Service Delivery, Fund Administration, KPI Management

ASSUMPTION: Emphasizing experience that aligns with SS&C's client-focused and technology-driven operations will improve application success.

🛠️ Tools & Technologies

• CRM systems for client management
• Analytics software for performance tracking
• Collaborative tools for team communication

ASSUMPTION: Familiarity with industry-standard CRM and analytical tools is advantageous, supporting efficient client management and service delivery.

👔 Cultural Fit Considerations

Company Values:

• Commitment to innovation and client success
• Focus on diversity and inclusion
• Strong emphasis on professional growth

Work Style:

• Collaborative and team-oriented
• Client-centric with a proactive approach
• Improvement-driven and adaptable

Self-Assessment Questions:

• How do you build and maintain strong client relationships?
• What experience do you have in managing service delivery in a regulatory environment?
• Can you provide examples of successful process improvements you've led?

ASSUMPTION: Alignment with SS&C's client-focused values and emphasis on innovation will be critical for success in this role.

⚠️ Potential Challenges

• Navigating complex regulatory changes
• Maintaining high client satisfaction amidst change
• Balancing multiple client priorities simultaneously
• Driving service improvements in a dynamic environment

ASSUMPTION: Anticipate a fast-paced and potentially high-pressure environment, typical of a leading financial technologies firm.

📈 Similar Roles Comparison

• Client Experience Manager in fintech firms often focuses on digital transformation
• Account Managers in asset management emphasize investment client education
• Service Delivery Managers might handle broader operational aspects

ASSUMPTION: This role emphasizes a hybrid skill set of client management and technical service delivery in finance technology.

📝 Sample Projects

• Implementing a new client reporting feature with the technology team
• Leading a process improvement initiative to enhance service turnaround times
• Developing client satisfaction surveys to gather actionable insights

ASSUMPTION: Involvement in projects will likely focus on enhancing client interactions and optimizing service processes.

❓ Key Questions to Ask During Interview

• What are the biggest challenges currently facing the Transfer Agency team?
• How is client feedback utilized to improve service delivery?
• What key metrics define success in this role?
• How do collaborative efforts typically involve cross-functional teams?
• Can you describe a significant change management initiative recently undertaken?

ASSUMPTION: Questions should explore the depth of client interaction, service expectations, and integration with broader company strategies.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare your resume highlighting key achievements in account management
• Tailor your cover letter to reflect alignment with SS&C Technologies' client service values
• Gather and update any relevant certifications or professional references
• Be ready to discuss your approach to managing complex client relations during interviews

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