Aladdin Client Experience, Associate

About this role

Job Description – Client Success Manager 

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 

About this role  

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. 

Key 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. <