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.
Job Description
Summary
The Customer Experience and Automation team oversees a suite of core applications that directly impact customer experience and are essential to the operation of the SS&C Intralinks business. The Principal Customer Experience Analyst will work closely with stakeholders, including executive leadership, to identify opportunities for improvement, define requirements, and ensure that solutions align with the overall business strategy.
Offering a frictionless experience for our customers and their stakeholders is predicated on instantly getting the right information into the hands of the front-line teams who deliver every customer touchpoint. This role carries the responsibility of driving change required to ensure customers have a positive experience when accessing Intralinks customer assistance services through multiple channels, including our knowledgebase, community page, and interactive chat.
In this role you will be responsible for the experience our customers have when using SS&C Intralinks self-service support tools. This includes taking an active role in curating content for our Help Center and Community websites. Working with the support organization and product engineering teams to design a chat experience that delivers quality responses to a broad range of customer question types. Working with design teams and marketing to deliver a modern look and feel to our support platforms. This role will involve hands-on administration of tools, such as Zendesk.
Location: Flexible including full-time remote worker status.
Responsibilities
- Planning and prioritization of enhancements across the customer facing support landscape
- Consistently update and improve content of our customer facing support endpoints. This includes the look and feel of the websites, as well as the chat experience front end
- Liaising with internal customers in to deliver rich and vibrant content to our support platforms
- Identify areas for improvement and develop recommendations for solutions
- Translate business needs into technical requirements and specifications
· Analyze data to identify trends, patterns, and insights
- Ensure requirements are aligned with business objectives and strategic goals
Required Skills
- Strong business and technical knowledge of support platforms, Zendesk experience a plus
- Strong understanding of Intralinks’ customer personas
- Ability to connect customer needs and the tools used by support to differentiate Intralinks from the competition
- Ability to work independently and manage multiple priorities
- Willingness to take on the challenge of innovative approaches and modern technologies that you may not have experience with
- Excellent verbal and written communication skills
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 offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan. 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.