Analyst, Customer Success

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Sector: Customer Services
Role: Analyst
Contract Type: Permanent
Hours: Full Time

About this role
This role sits within our teams at Preqin, a part of BlackRock. Acquired by BlackRock in 2025, Preqin is a premier private markets data and analytics provider, complementing our existing Aladdin technology platform to deliver investment solutions for the whole portfolio.

We are seeking a highly motivated Analyst, Customer Success with a passion for customers and an interest in Fintech/alternative investments. This role sits between our client facing teams and our clients' organization. This individual will serve as the Customer Advocate for Preqin's strategic and high growth accounts and will prioritize our customers' success above all else, own our accounts' health, and work cross-functionally with all client-facing teams. They will also have a thorough understanding of Preqin's products and services and identify upsell opportunities for Sales while nurturing the client relationship.

They will effectively engage with contacts across all levels within clients' organizations and thus develop a deep knowledge of their accounts, their clients' industry/sector, and business needs. As Preqin's products and services grow, customer success analysts will work to build interest within our user base, increase customer usage and engagement, identify upsell opportunities for the sales team, and ensure that our clients are improving value and continuously growing with us.

Role Responsibilities

1. Develop a deep understanding of our clients' organizational structure, each user's role, and day-to-day function.
2. Act as consultants and problem solvers to understand the pain points in our users' existing workflow, then strategize and train clients on how to reach solutions and desired outcomes by using Preqin products.
3. Discover ongoing opportunities to weave in Preqin's products/services into our clients' daily workflow.
4. Nurture relationships with strategic accounts; drive ongoing education and continued value of our products and services.
5. In-depth understanding of your Book of Business and how to provide value-added solutions.
6. Constantly foster customer centricity within the Sales team and wider business.
7. Proactively and empathetically engage clients at risk, ensuring urgent client issues are resolved in a timely manner.
8. Discover trends for churn, optimizing processes for danger accounts moving forward.
9. Collaborate with other business units (product, strategy, marketing, etc.) to empower the overall client experience and streamline all client success efforts/processes.
10. Build strong relationships with your clients and help source testimonials, referrals, etc.

Experience

1. Minimum of 1.5 years of experience in client success or customer-facing roles in the finance, SaaS, tech, or related industries.
2. Must have a "Client-First" attitude.
3. Experience using Excel, Salesforce, and/or other CRM tools is desirable.
4. Strong interpersonal communication and listening skills; comfortable on the phone.
5. Comfortable traveling to visit clients within your remit.
6. Must have a can-do and problem-solving mentality. Views existing friction points in the product and customer journey as opportunities for improvement.

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.

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.