Position : Senior Associate, Customer Support Division : Customer Success Purpose of the Role : Aimed at the seasoned professional, this role is designed to capitalize on your extensive experience in product and technical support within our Customer Success division. In this capacity, you will be pivotal in redefining and optimizing processes to best support our diverse client base, ensuring the highest standards of service delivery and operational excellence. What You Will Gain : As a Senior Associate in our Customer Support team, you will become a connoisseur of our product suite, delivering unparalleled support and training to our clients. This role encourages collaboration with cross-functional teams to drive innovative solutions that have a global impact. Key Responsibilities : Achieve proficiency in financial products we support, focusing on our monitoring & valuations tools. Provide superior client service, offering prompt and effective resolutions to application support inquiries. Troubleshoot client issues with accuracy, working alongside internal teams to document and deploy solutions. Manage all support channels, ensuring efficient and competent responses to client inquiries, while juggling multiple requests. Maintain meticulous records of client interactions, both written and verbal, within our internal systems. Engage regularly with management, fostering collaboration across business lines and regions. Guide clients towards Customer Success Managers or training resources to maximize organizational product utilization. What We're Looking For : The ideal candidate is a professional who is a rapid learner of new technologies and financial products. You possess exceptional communication skills, engaging clients effectively. Your detail-oriented approach and passion for resolving complex issues are matched by your ability to provide clear, step-by-step solutions. A Bachelor's or Master's degree (or equivalent). Over 3 years of relevant client-facing experience is required. Interest and/or experience in the private markets software solutions is a plus. Understanding of various Private Equity and Private Credit valuation methodologies and approaches is valuable. Strong Excel skills and a robust understanding of financial markets and securities. Familiarity with API (REST & SOAP API) & SSO is beneficial. Aptitude for swiftly mastering new technologies & financial products. Proven experience in establishing and running support functions, with a focus on building and optimizing processes to enhance efficiency and productivity Demonstrated ability to scale support functions to meet business needs, implement scalable solutions, and apply best practices for consistent service delivery and growth support Excellent written and verbal communication skills. Comfortable navigating challenging concepts and complexity. Capacity to assimilate and implement new information quickly, while maintaining current job performance.
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