About this role
Job Description - Client Success Manager
Aladdin is BlackRock's central technology platform that connects the key functions of investment management into one integrated system. From portfolio management and trading to compliance, operations, and risk oversight, Aladdin brings together people, processes, and data to create a seamless investment process. By providing a common platform and consistent information, Aladdin helps organizations make informed decisions, manage risk effectively, and trade efficiently - ultimately driving better outcomes for investors and institutions worldwide.
We bring a breadth of experience across regions, strategies, and asset classes.
* 30 Years of experience delivering solutions
* 1,100 Aladdin clients
* 5,500 skilled engineers, financial modelers, and data experts supporting Aladdin
The Aladdin Client Experience team is the global client services organisation supporting Aladdin users around the world. With a collaborative team of over 400 members, we…
* Provide outstanding client service to users, every time
* Solve complex problems by delivering innovative solutions
* Collaborate with others, knowing we achieve more together
* Learn every day, question assumptions, and embrace change
* Foster a fun, innovative, and inclusive team atmosphere
About this role
Our Aladdin Client Experience team strives to offer outstanding service. Client Success Managers are responsible for the comprehensive oversight and delivery of service for clients and assisting with inquiries and issues, using product knowledge and problem-solving skills. You will play a key role in helping clients get the most out of Aladdin, providing exceptional support by owning relationships and solving critical and high priority complex issues.
We are united through a common zeal for overcoming hurdles, consistently growing our understanding, and guaranteeing our clients feel supported and empowered at every stage.
Key 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.
Required Experience:
* 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
For New York, NY Only the salary range for this position is USD$110,000.00 - USD$195,000.00 . Additionally, employees are eligible for an annual discretionary bonus, and benefits including healthcare, leave benefits, and retirement benefits. BlackRock operates a pay-for-performance compensation philosophy and your total compensation may vary based on role, location, and firm, department and individual performance.
For Washington, DC Only the salary range for this position is USD$105,000.00 - USD$180,000.00 . Additionally, employees are eligible for an annual discretionary bonus, and benefits including healthcare, leave benefits, and retirement benefits. BlackRock operates a pay-for-performance compensation philosophy and your total compensation may vary based on role, location, and firm, department and individual performance.
For Wilmington, DE Only the salary range for this position is USD$95,000.00 - USD$170,000.00 . Additionally, employees are eligible for an annual discretionary bonus, and benefits including healthcare, leave benefits, and retirement benefits. BlackRock operates a pay-for-performance compensation philosophy and your total compensation may vary based on role, location, and firm, department and individual performance.
Our benefits
To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.
Our hybrid work model
BlackRock's hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person - aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.
About BlackRock
At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children's educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.
This mission would not be possible without our smartest investment - the one we make in our employees. It's why we're dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.
For additional information on BlackRock, please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock
BlackRock is proud to be an equal opportunity workplace. We are committed to equal employment opportunity to all applicants and existing employees, and we evaluate qualified applicants without regard to race, creed, color, national origin, sex (including pregnancy and gender identity/expression), sexual orientation, age, ancestry, physical or mental disability, marital status, political affiliation, religion, citizenship status, genetic information, veteran status, or any other basis protected under applicable federal, state, or local law. View the EEOC's Know Your Rights poster and its supplement and the pay transparency statement.
BlackRock is committed to full inclusion of all qualified individuals and to providing reasonable accommodations or job modifications for individuals with disabilities. If reasonable accommodation/adjustments are needed throughout the employment process, please email Disability.Assistance@blackrock.com. All requests are treated in line with our privacy policy.
BlackRock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law.
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