Atlanta Staffing
Aladdin Client Experience, Product Expert
Atlanta Staffing, Atlanta, Georgia, United States, 30301
Aladdin Client Experience Team 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. 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. Our 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. Our Aladdin Client Experience team strives to offer outstanding service. 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
Act as the escalation point for complex and technical client inquiries, ensuring timely and accurate resolution Partner with internal teams including product and engineering teams to troubleshoot issues and provide client insights that inform product development and feature enhancements Prepare and upskill the service desk team for new product features and releases Partner with Engineering & SRE on health monitoring and telemetry to resolve critical incidents quickly and prevent disruption of service Build and maintain service desk knowledge through structured training initiatives, documentation and other resources 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 organization Identify recurring issues and recommend solutions to improve client experience and service efficiency Foster a culture of ongoing learning. Expand your insight into our clients, their organizations, and our product to consistently elevate our service quality 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 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) Salary and Benefits
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 benefits include 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 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. At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children's educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress. This mission would not be possible without our smartest investment
the one we make in our employees. It's why we're dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive. BlackRock is proud to be an equal opportunity workplace. We are committed to equal employment opportunity to all applicants and existing employees, and we evaluate qualified applicants without regard to race, creed, color, national origin, sex (including pregnancy and gender identity/expression), sexual orientation, age, ancestry, physical or mental disability, marital status, political affiliation, religion, citizenship status, genetic information, veteran status, or any other basis protected under applicable federal, state, or local law. BlackRock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law.
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. 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. Our 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. Our Aladdin Client Experience team strives to offer outstanding service. 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
Act as the escalation point for complex and technical client inquiries, ensuring timely and accurate resolution Partner with internal teams including product and engineering teams to troubleshoot issues and provide client insights that inform product development and feature enhancements Prepare and upskill the service desk team for new product features and releases Partner with Engineering & SRE on health monitoring and telemetry to resolve critical incidents quickly and prevent disruption of service Build and maintain service desk knowledge through structured training initiatives, documentation and other resources 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 organization Identify recurring issues and recommend solutions to improve client experience and service efficiency Foster a culture of ongoing learning. Expand your insight into our clients, their organizations, and our product to consistently elevate our service quality 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 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) Salary and Benefits
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 benefits include 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 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. At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children's educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress. This mission would not be possible without our smartest investment
the one we make in our employees. It's why we're dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive. BlackRock is proud to be an equal opportunity workplace. We are committed to equal employment opportunity to all applicants and existing employees, and we evaluate qualified applicants without regard to race, creed, color, national origin, sex (including pregnancy and gender identity/expression), sexual orientation, age, ancestry, physical or mental disability, marital status, political affiliation, religion, citizenship status, genetic information, veteran status, or any other basis protected under applicable federal, state, or local law. BlackRock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law.