REPORTS TO: Director of Education & Partnerships

AREAS OF RESPONSIBILITY
Our work is fast-paced and, while the primary areas of responsibility are as follows, we value adaptability and a collaborative mindset.

Project Management
• Lead implementation projects for product refinements, which will involve (a) taking a vision and rough project plan and turning it into a detailed implementation plan, (b) planning and conducting or overseeing QA processes, and (c) post-implementation debrief. Projects could include expanding our our Industry Classification System (SICS) to include new security identifiers (e.g. CUSIP and SEDOLs), streamlining data delivery methodology, and/or deepening 3rd party mapping relationships
• Represent Products team interests with the our Research and Technology teams to ensure other teams understand customer use cases and to stay abreast of opportunities to leverage other teams’ work to support and enhance product offerings
• Organize, plan, and successfully execute logistics for our products including scheduling customer feedback calls, survey outreach, and notification of product changes

Data Management
• Oversee existing systems to ensure good record-keeping for customer status and contact information (for licensing organizations and customers of the FSA Credential and our Navigator), and accurate monthly sales reporting while identifying and implementing new and more efficient systems
• Maintain licensing files in collaboration with research content and processes, product sales needs, and customer experience management
– Maintenance should balance customer needs with efficient file management while always keeping the files up-to-date with active updates (identified proactively during the course of working with the files) and passive updates (identified by internal or external stakeholders)
• Compile clear and concise reports about customer use, feedback, and feature requests, with accompanying analysis

Customer Engagement and Support
• Lead customer support by answering inbound questions and meeting customer needs, with a 24-hour response time for inbound inquiries
• Lead the onboarding experience for licensing customers with accuracy and an eye for efficiently maintaining good customer experiences
• Surface ideas for operational improvements to enhance the customer experience or refine backend product maintenance
• Manage customer support systems, maintaining and streamlining use of technology to continue high-quality support while user base grows
• Maintain regular communications with existing customers to keep them up-to-date, including a quarterly update for licensing customers
• Propose concise talking points and marketing strategies based on experiences about what resonates with customers
• Deliver demos or other support as needed and when it would be a good use of time relative to other priorities and potential customer value
General
• Help us achieve product objectives and earned income sales goals
• Manage operational tasks related to all aspects of the product development, product sales, and customer delivery process

QUALIFICATIONS
• Commitment to our mission
• Enthusiasm for startup environments; comfort with fast-changing conditions – flexibility is important
• Proven experience giving customers and potential customers prompt attention and helpful support
• Strong Microsoft Excel skills (e.g. pivot tables, conditional formatting, advanced formulas etc), Microsoft Access skills a plus
• Strong aptitude and interest in quickly learning SalesForce fundamentals, developer tools, and best practices required, SalesForce experience a plus
• Strong project management skills
• Execution-oriented, able to get things done quickly and with excellent quality
• Strong process orientation; sees how to improve things
• 4-plus years’ relevant experience
• Knowledge of asset management and investment research data needs a plus
• BA required