Customer Support Specialist, LCD

At PitchBook, we are always looking forward. We continue to innovate, evolve and invest in ourselves to bring out the best in everyone. We’re deeply collaborative and thrive on the excitement, energy and fun that reverberates throughout the company. 

Our extensive mentorship, education and training programs help us create a culture of curiosity that pushes us to always find new solutions and better ways of doing things. The combination of a rapidly evolving industry and our high ambitions means there’s going to be some ambiguity along the way, but we excel when we challenge ourselves. We’re willing to take risks, fail fast and do it all over again in the pursuit of excellence.

If you have a good attitude and are willing to roll up your sleeves to get things done, PitchBook is the place for you. 

 

About the Role:

"Customers are King!" Each and every day the Customer Success Team works to ensure that our clients are maximizing the value they receive from PitchBook. Onboarding, training, support, business development and renewals are handled by the Customer Success team. Customer Success does whatever it takes to ensure our customers achieve their goals and continue to grow their engagement with the PitchBook Platform.

The role involves being one of the main contacts of clients in providing them support on maximizing the use of the Leveraged Commentary & Data (LCD) product. On a day-to-day basis, the Customer Support Specialists' time is spent responding to clients' questions and requests about the websites (LCDcomps.com), the news and data related to broadly syndicated markets and indices, communicating with research, news editors, sales, account management and product specialists.

 

Primary Job Responsibilities:

• Respond to phone and email contacts from customers
• Achieve contact volume and quality goals measured quarterly
• Communicate effectively, both written and verbal to ensure smooth resolution of customer issues
• Work collaboratively with other support specialists to resolve customer questions and issues
• Work continuously to document the details of each interaction in Salesforce in order to easily research customer issues and to inform product improvements
• Partner with global teams to ensure continuous support availability during required business hours
• Support the vision and values of the company through role modeling and encouraging desired behaviors
• Participate in various company initiatives and projects as requested

 

Skills and Qualifications:

• Have a Bachelor's Degree or equivalent experience
• A client first attitude and love to engage with customers
• Prior experience with Salesforce or similar CRM preferred
• Have excellent verbal and written communication skills with a keen eye for detail
• Interested in financial markets or services, particularly syndicated lending markets
• Ability to operate with a strong sense of urgency and deliver results
• Have terrific prioritization skills to high call volume in parallel with project work
• Comfortable to engage with a diverse array of customers
• Team player with the desire to try new ideas in order to achieve greater levels of success
• Knowledge of the Microsoft Office suite including Outlook, Word and Excel

 

Benefits at PitchBook:

Physical Health            

• Comprehensive health benefits
• Additional medical wellness incentives
• STD, LTD, AD&D and life insurance

 

Emotional Health 

• Paid sabbatical program after four years
• Paid family and paternity leave
• Annual educational stipend
• Ability to apply for tuition reimbursement
• CFA exam stipend
• Robust training programs on industry and soft skills
• Employee assistance program
• Generous allotment of vacation days, sick days and volunteer days

 

Social Health 

• Matching gifts program
• Employee resource groups
• Subsidized emergency childcare  
• Dependent Care FSA
• Company-wide events
• Employee referral bonus program
• Quarterly team building events

 

Financial Health 

• 401k match
• Shared ownership employee stock program
• Monthly transportation stipend

 

*Please be aware the above PitchBook benefit and perk offerings are subject to corresponding plan and policy documents and may change during the course of your employment.

 

Compensation

• Annual base salary: $80,000
• Target annual bonus percentage: 7.5%

 

*Starting pay will be based on severa