Senior Client Services Analyst

Responsibilities

• Act as the primary point of contact for client inquiries, issues, and escalations, providing timely and accurate resolutions, primarily for PACER.
• Troubleshoot and resolve technical and product-related challenges, focusing on low-volume, high-complexity cases that require analytical thinking.
• Conduct in-depth analysis of client needs and usage patterns to identify opportunities for service improvement and product adoption.
• Collaborate cross-functionally with internal teams (e.g., product development, operations, sales) to ensure seamless client support and issue resolution.
• Provide training and guidance to clients on SS&C products and services, ensuring optimal utilization and understanding.
• Prepare and present client reports, performance metrics, and service level agreement (SLA) reviews.
• Proactively identify potential risks or challenges within client relationships and develop mitigation strategies.
• Participate in client meetings and presentations, representing SS&C Solutions Limited professionally and effectively.
• Contribute to the continuous improvement of client service processes and documentation.
• Stay informed about industry trends, competitive landscape, and SS&C product enhancements to provide informed client support.

Requirements

• Hands‑on experience with SS&C’s PACER asset-management platform is essential.
• Bachelor’s degree in Business, Finance, Information Technology, or a related field.
• Minimum of 3-5 years of experience in a client-facing role, preferably within financial services or technology.
• Proven track record of managing and nurturing client relationships, with a focus on client satisfaction and retention.
• Strong analytical and problem-solving skills with the ability to interpret complex data and identify effective solutions.
• Excellent written and verbal communication skills, with the ability to articulate complex information clearly and concisely.
• Proficiency in Microsoft Office Suite, particularly Excel for data analysis and reporting.
• Experience with CRM software (e.g., Salesforce) is highly desirable.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Strong organizational skills with the ability to prioritize tasks and manage multiple client engagements simultaneously.
• Demonstrated ability to learn new technologies and adapt to evolving product offerings.

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