Manager, Client Experience & Solutions

SS&C is a leading provider of mission-critical, AI-powered technology and services empowering financial services and healthcare organizations to work smarter, faster, and securely. Founded in 1986, SS&C is headquartered in Windsor, Connecticut, and has offices worldwide. More than 23,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

Job Description

Job Title: Manager, Client Experience & Solutions

Location: New York, NY, Jacksonville, FL, Denver, CO | Hybrid

About the Role 

The Black Diamond Trust team is seeking a Manager, Client Experience & Solutions to join our Client Service team. This is a unique hybrid role that blends client service, technical support, and operations.

This individual will serve as a central point of contact for both clients and internal teams, supporting inquiries, troubleshooting issues, and ensuring timely resolution of tickets. The role also includes maintaining internal and external knowledge bases, responding to client functionality inquiries, delivering training, managing projects, and overseeing internal workflows.

Success in this role requires proactive communication, strong technical and analytical capabilities, and a solid understanding of the systems and markets we serve.

This is a management role that includes overseeing team resources and managing stakeholder requests, ensuring alignment of priorities, effective execution, and timely delivery of outcomes.

Why Join SS&C  

SS&C combines proprietary technology with deep industry expertise to support complex financial and health care operations. Our teams design, implement, and operate solutions that help clients manage data, automate processes, and scale their businesses with confidence. 

You will work with industry experts, modern platforms, and evolving technologies, gaining exposure to real-world operational challenges and large-scale enterprise environments. 

How You Will Make an Impact   

• Provide Tier 2 support for client- and team-reported issues through in-depth analysis, troubleshooting, and solutioning
• Collaborate with internal stakeholders to document defects and recommend usability enhancements
• Serve as a primary or secondary point of contact for assigned client relationships
• Act as a key member of the Client Services management team, supporting the broader client portfolio as needed
• Create and maintain technical documentation, user guides, and standard operating procedures (SOPs)
• Deliver system training to clients (virtually and onsite) post-implementation or as needed
• Lead and coordinate meetings with clients, internal teams, and external partners
• Manage assigned tickets and ensure timely updates and resolution
• Troubleshoot and research technical issues across multiple systems
• Analyze system and business impacts to recommend effective solutions
• Manage contractual SLAs and ensure timely delivery of software updates

Required Experience  

• Bachelor’s degree or equivalent experience required
• 7+ years of experience in client service, business analysis, operations analysis, quality assurance, relationship management, or similar roles within financial technology or banking
• Proven interpersonal, analytical, and creative problem-solving skills, with strong attention to detail and strategic thinking, enabling the identification of programming errors or inconsistencies and the recommendation of effective solutions.
• Ability to communicate effectively with both technical and non-technical stakeholders, including developers
• Proven ability to work independently and manage complex, variable situations with limited standardization
• Familiarity with the Software Development Life Cycle (SDLC) and testing methodologies
• Strong proficiency in navigating relational databases, including the use of SQL queries
• Strong project management skills with the ability to meet strict deadlines and release schedules
• Proactive, highly adaptable, and collaborative, with a demonstrated ability to quickly learn and apply new concepts
• Strong technical aptitude, including a foundational understanding of how software code changes are developed and deployed. This enables more efficient troubleshooting and supports identification of automation opportunities and process improvements
• Strong preference for candidates with experience in trust accounting and knowledge of P&I accounting.

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.