About the Role:

Grade Level (for internal use):

07

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The Team:

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BigDough Solutions provides an ecosystem of data and software solutions which increase the value of the interactions between institutional investors, broker/dealers and research providers. Whether it is facilitating corporate access roadshows, conferences, access to analysts or the distribution of research, our CRM and Events applications connect all the stakeholders.  

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Our comprehensive institutional investor contact and holdings data is relied upon daily by thousands of professionals across the capital markets industry for prospecting and for providing key insights to help better service their clients. We have a broad and diverse customer base, including some of the world’s largest financial institutions.  

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The Impact:

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We are seeking a junior Client Services Associate to join our dynamic and global Client Success team, where you will provide application and technical support for our global client base. Client Success is a critical function within the business, responsible for helping all clients with any inbound questions or issues. The team ensures a successful customer experience within our product ecosystem with a combination of technical skill and a hands-on approach to solving for the needs of our clients.

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The right candidate will be client-focused, have great communication and organizational skills, and be able to work independently to resolve client issues. Attention to detail, strong follow-through and a curious, problem-solving disposition are essential for success. This is a demanding, fast-paced environment which requires holiday support on a rotational basis. We have a track record of innovation leveraging leading technologies, industry expertise, and strong relationships with market participants.

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What’s In It For You:

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You will become a subject matter expert in the BigDough Solutions product suite managing a continual stream of client questions and requested training sessions. You will develop your relationship management skills and industry knowledge to help our clients maximize value from our market-leading data and software solutions. Early responsibility and exposure to different types of clients will prepare you for a senior role within the team, or for other career opportunities within the company, such as sales, product development, or product strategy.

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Responsibilities:

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• Handle inbound emails and phone calls from our clients, often requiring product walkthroughs, problem-solving, or internal escalations.

• Maintain professional communication with clients by email, phone, or virtual meetings

• Assist with incident management for any product-wide incident impacting our clients.

• Case management using Salesforce, as well as JIRA, as our ticketing tool.

• Develop and maintain expertise in the BigDough Solutions product suite, continuously learning about new enhancements and offerings and how they relate to different clients and user personas.

• Work with various internal groups (Product/Service Management, Development, Engagement, Commercial/Sales) in different regions to resolve client queries.

• Document client interactions and share client intel and product feedback with internal stakeholders.

• Collaborate with the Client Engagement and Client Support leads to execute ad hoc projects.

•  Support product demonstrations for prospective clients.

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What We’re Looking For:

Basic Required Qualifications:

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• Bachelor's degree in relevant field  
• A positive, proactive attitude with the ability to work independently and collaboratively in teams
• Goal and action orientated, with ability to organize, multi-task and prioritize in a fast-paced environment
• Client Focused. Customer service and satisfaction are key priorities for the firm
• Resourceful, committed, and able to problem-solve with limited direction
• Excellent interpersonal, written, and verbal communication skills

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Additional Preferred Qualifications:

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• Previous work experience in a client-facing role
• Interest in financial markets, data and technology
• Strong awareness of client confidentiality and data protection risks

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Right to Work Requirements:

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This role is limited to persons with indefinite right to work in the United Kingdom.

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