Customer Success Manager (CSM)-Associate

BlackRock • New York, NY

11d • Hybrid

About The Position

About this role The Client Success Manager (CSM) is the primary service owner for assigned clients, ensuring a consistent, high-quality, and client-first service experience. The role focuses on proactive client engagement, ownership of service performance, and continuous improvement.

Requirements

• Strong client service orientation and communication skills.
• Ability to prioritize effectively and manage high-pressure situations.
• Prior experience in client service, operations, or financial services.

Nice To Haves

• Familiarity with Aladdin tools, workflows, and ServiceNow preferred.

Responsibilities

• Client Experience & Relationship Management: - Act as the primary service representative. - Lead service reviews, VIP touchpoints, and client engagement. - Track all client interactions in ServiceNow.
• Service Ownership & Execution: - Own service metrics and client queues. - Triaging critical inquiries and managing escalations. - Ensure timely resolution and minimize backlog.
• Continuous Improvement & Inquiry Reduction: - Identify opportunities for efficiency and self-service. - Partner with Product and Engineering to improve workflows.
• Cross-Functional Collaboration: - Work closely with CSS, PEs, ACE, ACT, Data, and Product. - Ensure seamless handoff and operational consistency.
• Coaching & Capability Building: - Support CSS development and knowledge sharing. - Foster a high-performing, client-first culture.

Benefits

• employees are eligible for an annual discretionary bonus, and benefits including healthcare, leave benefits, and retirement benefits.
• strong retirement plan
• tuition reimbursement
• comprehensive healthcare
• support for working parents
• Flexible Time Off (FTO)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed