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 , docu mentation 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 , de e pen market & product understanding and bring client feedback into the organisation
Continuous improvement : Id entify recurring issues and recommend solutions t o 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 in
Benefits
Health insurancePerformance bonus
Additional Information
About this role
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 organizations 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 organization 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. 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.
Blackrock · New York, NY