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BlackRock

Client Experience Manager Vice President

Princeton, NJ

Description

About this role

Business Unit Overview:

The Client Experience Management (CEM) team is focused on ensuring BlackRock delivers outstanding client experience. We work directly with clients and with internal partners to meet our clients' needs, navigating BlackRock's internal organization to ensure we seek clients' requirements in a commercially appropriate way while mitigating risk for clients and the firm. Together with BlackRock's client business teams, we own and represent internally the client intent for new business/changing requirements and develop our awareness of industry trends, to drive prioritized improvements to our service preposition.

CEM are responsible for the ongoing service relationship with our clients, representing their needs to BlackRock operational teams and, vice- versa, representing BlackRock's service capabilities to clients. The team provides specialist consultancy on operational service matters, both internally and with clients, and acts as a key authority in the client solution sales and implementation process. As part of this, CEM invests in partnerships with local industry participants such as clients' outsourced service providers to drive better outcomes for our clients and for BlackRock. In addition, CEM continues to evolve in line with industry and client trends and positions BlackRock as the class leader in service quality.

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Job Summary:

Client Experience Manager ("CEM") role is a key hire supporting our US 40 Act Sub-advisory focusing on client experience. In this role you would streamline the communication between the client, client business and various internal teams. You will act as an Intermediary between the client and the business throughout the client lifecycle to ensure that the client has a full understanding of the end to end process and their needs are fully understood and addressed internally. The impact of this position is seen through revenue delivery and retention of the client business.

Job Duties:
  • Will have responsibility for large and complex accounts, potentially supervise and train other CEM team members.
  • Post-sales client relationship management, supporting Relationship Managers in maintaining relationships with existing clients through high quality client service with excellent!
  • Delivering front-line service to clients and related third parties, including fielding and responding to client queries and the creation of accurate and meaningful ad hoc reports.
  • Develops proactive operational service plan for clients, aligned to strategy and client needs and for executing on that.
  • Engages Relationship Manager for all late stage sales opportunity and drive the completion of the risk and complexity pre-screen for the client!
  • Provides operational support to the sales process where appropriate (e.g. operational input into RFPs, pitch participation, operational content in new business due diligence process etc.)
  • Acts as connector between client, Relationship Manager and broader organization to ensure delivery of client change activities (including new mandates).
  • Works with Onboarding Implementation manager to ensure that client intent is fully understood.
  • Works with portfolio managers, client relationship managers, product specialists and / or sales staff to service existing institutional accounts.
  • Owns operational due diligence process (ODD) to lead ODD meetings and operational questionnaires
  • Assisting in ad hoc business development activities by acting as a subject matter authority, attending prospect meetings and providing Operational demos to support Aladdin implementation to external clients.
  • Facilitate diagnosis of complex client service issues, identify trends that point to service deficiencies and own resolution, working with the appropriate internal and external delivery teams to ensure timely and accurate response.


Requirements:
  • 6+ years of experience in client service, operations, sales or portfolio management support.
  • 40 Act sub-advisory experience is a plus
  • BA/BS equivalent
  • Strong understanding of operational and investment processes
  • A self-starter with the ability to work independently and with minimal guidance, knowing when to raise issues as appropriate. Must be able to work as part of a collaborative team, and assume additional responsibilities as required.
  • Sound analytical and problem-solving skills, with the ability to summarize issues and think creatively;
  • Extensive experience in investment operations and / or service. Has a very good understanding of the investment business and the Firm's products and services.
  • Strong oral and written communication skills

About BlackRock

BlackRock's purpose is to help more and more people experience financial well-being. As a fiduciary to investors and a leading provider of financial technology, our clients turn to us for the solutions they need when planning for their most important goals. As of June 30, 2020, the firm managed approximately $7.32 trillion in assets on behalf of investors worldwide.



For additional information on BlackRock, please visit www.blackrock.com/corporate | Twitter: @blackrock | Blog: www.blackrockblog.com | LinkedIn: www.linkedin.com/company/blackrock

BlackRock is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by 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.

Job ID: blackrock-75958957
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Life Insurance
    • Mental Health Benefits
    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Short-Term Disability
    • Long-Term Disability
    • FSA
    • HSA
    • Fitness Subsidies
  • Parental Benefits

    • Family Support Resources
    • Adoption Leave
    • Birth Parent or Maternity Leave
    • Non-Birth Parent or Paternity Leave
    • Fertility Benefits
    • Adoption Assistance Program
  • Work Flexibility

    • Hybrid Work Opportunities
    • Flexible Work Hours
  • Office Life and Perks

    • Casual Dress
    • Commuter Benefits Program
    • On-Site Cafeteria
    • Holiday Events
  • Vacation and Time Off

    • Unlimited Paid Time Off
    • Volunteer Time Off
    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
    • Leave of Absence
  • Financial and Retirement

    • 401(K) With Company Matching
    • Stock Purchase Program
    • Financial Counseling
    • 401(K)
    • Company Equity
    • Performance Bonus
  • Professional Development

    • Promote From Within
    • Mentor Program
    • Access to Online Courses
    • Internship Program
    • Leadership Training Program
    • Associate or Rotational Training Program
    • Tuition Reimbursement
    • Lunch and Learns
  • Diversity and Inclusion

    • Founder led
    • Employee Resource Groups (ERG)
    • Diversity, Equity, and Inclusion Program

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