Aladdin Client Experience, Associate

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