The Aladdin Client Experience team is a global client services organization supporting Aladdin users around the world. As a Product Expert, you will provide outstanding client service, resolve complex client inquiries, and work closely with product teams to support ongoing development and release cycles.
Requirements
- 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, documentation 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, deepen market & product understanding and bring client feedback into the organisation
- Continuous improvement: Identify recurring issues and recommend solutions to 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.
Benefits
- Strong retirement plan
- Tuition reimbursement
- Comprehensive healthcare
- Support for working parents
- Flexible Time Off (FTO)
- Annual discretionary bonus
