Vice President, Aladdin Client Experience

About this role

Aladdin is BlackRock's end-to-end investment platform. Just like the markets and users it services, it is sophisticated and constantly evolving:

• Home to over $20 trillion in assets under management

• Over 300 outstanding clients

• A rapidly growing client base that includes close to 50,000 users

• Presence in over 50 countries

• Over 1,500 engineers dedicated to developing Aladdin

Our clients include some of the world's most sophisticated asset managers, insurance companies, banks, treasuries, pension funds, and sovereign wealth funds.

The Aladdin Client Experience team is recognized for their expertise in the industry. With a collaborative team of over 400 members based across the world, we…

• Provide outstanding client service to users, every time

• Solve difficult problems by providing innovative solutions

• Collaborate with others because we know we can do more together

• Learn every day, question everything, and embrace change

• Foster a fun, innovative team atmosphere

Our Aladdin Client Experience team strives to offer outstanding service. Client Success Managers (Vice President) 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.

• 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 ream 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.

• Team leadership & Development: Provide guidance, mentorship and support to Client Success Specialists, fostering professional growth and ensuring high-quality client interactions.

• A working understanding of the financial services, and experience advising clients and/or adapting technology solutions within the investment life cycle.

• Familiarity with buy-side investment management workflows, proficient in market trends

• Previous experience in a client- or customer-facing environment, with a focus on delivering excellent service

• 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

• Proficient in managing various tasks simultaneously, showcasing excellent organization and problem-solving capabilities, adept at working independently and in a team setting

• Analyzing situations with attention to detail

• Enthusiasm for learning in a fast-paced, evolving environment

Our benefits

To help you stay energized, engaged and inspired, we offer a wide range of benefits including 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

BlackRock's 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. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

About BlackRock

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.

For additional information on BlackRock, please visit @blackrock | Twitter: @blackrock | LinkedIn: 

BlackRock is proud to be an Equal Opportunity Employer.  We evaluate qualified applicants without regard to age, disability, family status, gender identity, race, religion, sex, sexual orientation and other protected attributes at law.