Senior Associate Lead, Client Implementation Solutions

Position Name: Senior Associate Lead

Department: Client Implementation Solutions

Location : Remote

ABOUT FACTSET

FactSet is a leading provider of integrated online financial and economic information to the global financial community. FactSet offers mission-critical investment research and workflow solutions to analysts, portfolio managers, investment bankers and other financial professionals. FactSet combines hundreds of databases into a single, powerful information system. It is a one-stop source for financial information and analytics for business analysts, portfolio managers, investment bankers/management firms and other financial professionals to analyze companies, portfolios, markets & economies.

PROCESS BRIEF

Client & User Support is an industry-leading and award-winning client service team within FactSet, focusing on people with a specialized knowledge of a select group of sophisticated software and product offerings.

Senior Associate Specialist are initially tasked with supporting a wide variety of clients using the FactSet workstation, giving the advantage of gaining knowledge and experience working with the different products clients use to obtain and analyze financial information. With tenure, they are expected to fulfill bullpen (BP) roles extending assistance to Advisor if necessary.

• Oversee the day-to-day operations of the Customer Support Team.

• Serve as a point of contact for customers on incoming customer support inquiries, communicating query status, escalating issues, and managing expectations

• Answering client questions through email, instant messages, and proprietary communication channels

• Collaborate cross-functionally with Implementation, Customer Success, Product to ensure a cohesive customer experience

• Act as a mentor and provide oversight, coaching, and training to junior team members

• Ensure the implementation tasks assigned are completed in a timely and accurate manner

• Ensure all documentation is completed for the assigned task

• Keep up to date with private markets, including our products and competitors

• Effectively translate client requirements into reporting templates and dashboards

• Assist in building out a product knowledge base of reference material and user guides

JOB REQUIREMENTS

• Master’s degree in Finance, MIS, Economics, Accounting, or similar field

• 4+ years of experience required (Private Equity / Private Markets or financial services sector strongly preferred)

•  Experience in managing team in customer-facing implementation or professional services role is preferred

• Experience with project management and collaboration tools, including Jira, Confluence, Intercom and Microsoft Office suite

• Strong technical skills, experience building and working with large data files (Pivots, V-Lookups and Excel-add in)

• Ability to efficiently handle and prioritize multiple projects and adapt to constantly changing demands

• Strong analytical and problem-solving skills to troubleshoot issues and identify solutions

• Outstanding communication and interpersonal skills and ability to work with a wide variety of people

• Strong interpersonal skills and core values including a positive attitude, balance, creativity, determination and teamwork.

• Flexible to work remotely in U.S. shift timings preferably 5.30pm-1.30am IST.

At FactSet, we celebrate the diversity of thought, experience, and perspective. We are committed to disrupting bias and a transparent hiring process. All qualified applicants will be considered for employment regardless of race, color, ancestry, ethnicity, religion, sex, national origin, gender expression, sexual orientation, age, citizenship, marital status, disability, gender identity, family status or veteran status. FactSet participates in E-Verify.

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