About this role
About Client Experience
Our mission within the Client Experience (CX) organization is to make it easier for clients to do business with BlackRock, making service so simple it becomes a source of alpha. We are organized across 4 key pillars:
1. Client Experience Delivery, client-facing teams orchestrating all aspects of service delivery, and onboarding teams bringing new business onto our platform,
2.Wealth, differentiated capability for both Whole Portfolio and Wealth clients & products, respectively,
3.Client Experience Operations, core client operations teams driving reporting, billing, and onboarding due diligence across the globe, and
4.Client Experience Transformation, accelerating progress towards our CX mission via research and competitive insights, analytics, marketing, business and change management
Team Overview
The Dynamics Solution Center team sits within the Transformation pillar & supports a mission to create best-in-class experiences for our business users by providing a reliable and effective service in developing and supporting the use of the MS Dynamics platform used by over 4000 people across Sales and Service teams. We are focused on evolving, developing, and implementing MS Dynamics features through effective product strategy and platform engineering of the application as well as global user support.
The Role
We are seeking a highly motivated and experienced CRM enablement team member to join our team. This role will be focused on understanding challenges our Microsoft Dynamics users might be facing, providing assistance and guidance to users of the Microsoft Dynamics CRM Platform, resolving issues, enhancing the knowledge hub and support documentation, identifying opportunities for training or change management based on support volumes and themes, providing training and onboarding support to new users or around new enhancements or releases. The successful candidate will play a critical role in ensuring they are supporting the 5,000 users of our Microsoft Dynamics platform and identifying ways to drive adoption and resolve issues quickly and innovatively.
Essential skills / experience
Experience with CRM is essential (Microsoft Dynamics is preferred), Experience with Service Now is a plus
1-4 years of professional experience in Client Servicing and Client Experience
Strong communication skills and ability to communicate technical information clearly and concisely to non-technical audiences
Proven customer service skills and ability to communicate effectively with users, listen to their needs and provide empathetic and helpful problem solving and support
Problem solving skills and the ability to identify, analyze and resolve issues in a timely and efficient manner
Strong written and verbal communication and excellent presentation skills
Excellent organization skills and time management
Experience in organizational change management
Experience working on enterprise wide or global programs of work
Strong analytical skills to be able to analyze data and identify trends to identify areas of opportunity for training or potential feature enhancements
Role Responsibilities:
The main responsibilities encompass a blend of technical, analytical, and interpersonal skills:
Inquiry Management: Triage support tickets to ensure timely and effective resolution; Collaborate with other teams to address and resolve complex issues.
User Training and Support: Provide training and ongoing support to team members using the CRM system, ensuring they understand how to effectively leverage its tools and capabilities.
User Learning Resources & Release Support: Create, update, and maintain necessary documentation, videos, and guides for releases; Provide ongoing functional trainings, e.g. features releases and office hours.
User Feedback Management & Insights: Collect and analyze customer feedback from user chats, super user community, usage analytics, ticket insights, using insights to make recommendations for service improvements and product enhancements.
Analyze support & usage metrics: Develop and provide metrics in a timely manner to track the overall support performance, identify trends / themes or areas for improvement in support, documentation or training.
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
BlackRock’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 BlackRock.
About BlackRock
At BlackRock, 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
BlackRock 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.
