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.

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

• Bachelors 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.

SS&C Technologies offers a comprehensive total rewards package designed to support your wellbeing, growth, and future. Our benefits include medical, dental, and vision coverage; a 401(k) plan with company match; paid time off, holidays, and parental leave; and professional development reimbursement opportunity.

Actual base salary will vary based on several factors, including but not limited to relevant skills, prior experience, education, demonstrated performance, and geographic location.

New York: The expected base salary for the position is between 100,000 USD to 120,000 USD. Colorado: The expected base salary for the position is between 100,000 USD to 120,000 USD. Other States expected base salary for the position is between 100,000 USD to 120,000 USD.

In addition, employees in this role may be eligible for consideration on an annual basis for a discretionary bonus and/or equity awards, such as restricted stock units or stock options, based upon individual and business performance at the companys discretion.

Applications will be accepted on an ongoing basis until the position is filled.