Aladdin Client Experience, Vice President

BlackRock•Atlanta, GA

1d•$132,000 - $180,000•Hybrid

About The Position

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 organisations 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. 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.

Requirements

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.

Responsibilities

Responsible for coordinating and leading all aspects of the service; linking various partner teams to ensure a unified client experience.
Responsible for client service oversight and critical inquiry management through ServiceNow.
Partner with internal teams to troubleshoot issues, advocate for client needs and improve service delivery.
Track client satisfaction, identify risks or opportunities, and proactively recommend solutions.
Visit clients on-site to build stronger relationships, understand their unique needs in context, and ensure we deliver solutions that truly support their goals.
Lead client KPI tracking and quarterly service reviews in partnership with the Client Engagement team and clients.
Expand your insight into our clients, their organizations, and our product to consistently elevate our service quality.
Provide guidance, mentorship and support to Client Success Specialists, fostering professional growth and ensuring high-quality client interactions.