About this role

Aladdin is Black Rock’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 organisations make informed decisions, manage risk effectively, and trade efficiently – ultimately driving better outcomes for investors and institutions worldwide.

We bring a breadth of experience across regions, strategies, and asset classes.

• 30 Years of experience delivering solutions

• 1,100 Aladdin clients

• 5,500 skilled engineers, financial modelers, and data experts supporting Aladdin

The Aladdin Client Experience team is the global client services organisation supporting Aladdin users around the world. With a collaborative team of over 400 members, we…

• Provide outstanding client service to users, every time

• Solve complex problems by delivering innovative solutions

• Collaborate with others, knowing we achieve more together

• Learn every day, question assumptions, and embrace change

• Foster a fun, innovative, and inclusive team atmosphere

About this role

Our Aladdin Client Experience team strives to offer outstanding service. As the first contact point for many of our clients, Client Success Specialists assist clients with inquiries and issues, using product knowledge and problem-solving skills.

Client Success Specialists are responsible for owning client inquiries end-to-end, ensuring timely resolution, consistent communication, and a positive, client-first experience. This role requires strong accountability, operational discipline, and sound judgement — using processes and workflows as enablers of quality and consistency, never as barriers to helping clients.

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:

• Serve as a primary point of contact for client inquiries via Service Now, email, and phone

• Own client inquiries end-to-end, ensuring timely resolution and clear communication

• Deliver accurate, high-quality responses aligned to defined service standards

• Identify recurring issues and partner internally to improve client experience

• Contribute to client calls and follow up on agreed actions

• Leverage technology, automation, and tools to enhance efficiency and outcomes

• Continuously develop product knowledge and client engagement skills

Required Experience:

• A demonstrated curiosity in the intersection of finance and technology

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

• 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

Black Rock’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 Black Rock.

About Black Rock

At Black Rock, 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: www.linkedin.com/company/blackrock

Black Rock 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.