About this roleOur Aladdin Client Experience team strives to offer outstanding service. Product Experts have deep subject matter expertise within Trading and Compliance. The role focuses on resolving complex client inquiries, enhancing the knowledge and capability of the service desk team, and working closely with product teams to support ongoing development and release cycles.
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: - Escalation ownership: Act as the escalation point for complex and technical client inquiries, ensuring timely and accurate resolution
- Cross functional collaboration: Partner with internal teams including Product and engineering teams to troubleshoot issues and provide client insights that inform product development and feature enhancements
- Release readiness: Prepare and upskill the service desk team for new product features and releases
- Critical incidents:Partner with Engineering & SRE on health monitoring and telemetry to resolve critical incidents quickly and prevent disruption of service
- Knowledge development: Build and maintain service desk knowledge through structured training initiatives, documentation and other resources.
- Be present with our clients: Engage directly with clients to support resolution of complex inquiries, and participate in client visits and forums to strengthen relationships, deepen market & product understanding and bring client feedback into the organisation
- Continuous improvement: Identify recurring issues and recommend solutions to improve client experience and service efficiency
- 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, fostering professional growth and ensuring high-quality client interactions.
Required Experience: A working understanding of one of the following product areas:
- Performance attribution
- Portfolio Modeling, Analysis, and Reporting
- Credit and Market Data
- Cloud-Based Data Warehouse
- Vendor Reference Data
- Trading support, including FIX workflows
- Investment Compliance
- Post Trade Operations
- Experience resolving complex client or product issues in a support or service environment
- 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
- Ability to work collaboratively across support, product and development teams
- Comfortable engaging with clients directly, including representing the service desk in meetings or onsite visits.
- Enthusiasm for learning in a fast-paced, evolving environment
Additional Experience: - Experience in the creation of automation tools and support tooling preferred but not required
- Linux/Unix knowledge is preferred but not required
- Experience with Python, Java, REACT, or any other relevant coding languages preferred but not required
- Proven ability to lead and mentor team members, with past experience in leading all aspects of people (e.g., mentoring, providing performance feedback, coordinating workloads).
For New York, NY Only the salary range for this position is USD$110,000.00 - USD$145,000.00 . 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 Atlanta, GA Only the salary range for this position is USD$105,000.00 - USD$137,500.00 . 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 benefitsTo 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 modelBlackRock'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.
