BlackRock is a leading global investment management firm dedicated to helping people experience financial well-being. The Aladdin Client Experience Associate is responsible for overseeing and delivering exceptional service to clients, addressing inquiries, and solving complex issues related to the Aladdin platform.
Responsibilities
- Customer success management: Responsible for coordinating and leading all aspects of the service; linking various partner teams to ensure a unified client experience
- Escalation ownership: Responsible for client service oversight and critical inquiry management through ServiceNow
- Cross functional collaboration: Partner with internal teams to troubleshoot issues, advocate for client needs and improve service delivery
- Client health monitoring: Track client satisfaction, identify risks or opportunities, and proactively recommend solutions
- Be present with our clients: Visit clients on-site to build stronger relationships, understand their unique needs in context, and ensure we deliver solutions that truly support their goals
- KPI & Service reviews: Lead client KPI tracking and quarterly service reviews in partnership with the Client Engagement team and clients
- Be a student every day: We foster a culture of ongoing learning. Expand your insight into our clients, their organizations, and our product to consistently elevate our service quality
- Team leadership & Development: Provide guidance, mentorship and support to Client Success Specialists, fostering professional growth and ensuring high-quality client interactions
Skills
- A working understanding of the financial services, and experience advising clients and/or adapting technology solutions within the investment life cycle
- Familiarity with buy-side investment management workflows, proficient in market trends
- Previous experience in a client- or customer-facing environment, with a focus on delivering excellent service
- A consultative approach to understanding client needs and a passion for solving problems
- Excellent written and verbal communication skills, with the ability to navigate complex or sensitive situations, listen actively, and respond with empathy and professionalism
- Eagerness to explore new technologies and adeptness in promptly implementing newfound knowledge
- Proficient in managing various tasks simultaneously, showcasing excellent organization and problem-solving capabilities, adept at working independently and in a team setting
- Analyzing situations with attention to detail
- Enthusiasm for learning in a fast-paced, evolving environment
Benefits
- Annual discretionary bonus
- Strong retirement plan
- Tuition reimbursement
- Comprehensive healthcare
- Support for working parents
- Flexible Time Off (FTO)
Company Overview
BlackRock is an investment company that offers its services to institutions, intermediaries, foundations, and individual investors. It was founded in 1988, and is headquartered in New York, New York, USA, with a workforce of 10001+ employees. Its website is http://www.blackrock.com.
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