The Aladdin Client Experience team is the global client services organisation supporting Aladdin users around the world. 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.
Requirements
- 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.
- Team leadership & Development: Provide guidance, mentorship and support to Client Success Specialists, fostering professional growth and ensuring high-quality client interactions.
Benefits
- Generous Paid Time Off
- Comprehensive healthcare
- Retirement benefits
- Tuition reimbursement
- Support for working parents
