Client Experience Manager

MSCI is an independent provider of research-driven insights and tools for institutional investors. We have deep expertise in the areas of risk and performance measurement that is based on more than 40 years of academic research, real-world experience and collaboration with our clients.

Description of the position:

This critical client facing role owns the entire range of self-service support resources at MSCI. It currently includes the Client Support Site and Online Case Management portal as well as self-servicing initiatives. This is a rare opportunity to work in a global role that will offer exposure to the entire portfolio of MSCI's products and cross-functional teams.

Activities:

Content Management

• Update client-facing self-service portal content, partnering with Product and Marketing teams

• Troubleshoot and reroute technical issues, working with Webmasters and SalesForce team 

• Prioritize and implement site enhancements, working with CSI steering committee 

• Manage knowledge article publication process and act as one of the Publishers, working with CS teams 

Site Administration

• Troubleshoot and reroute site access issues, escalated by CS teams

• Spec, test, and sign-off enhancements and defect fixes for Online portals, working with webmasters and SalesForce team

• Maintain permissions mapping in Sales Force and Liferay 

• Maintain best practices references for CS teams to facilitate their day-to-day job 

Stakeholder Communication

• Compile monthly self-service support usage stats to facilitate stakeholder communication

• Run monthly calls with regional CS teams to review OCM usage and article process

• Conduct regular training for CS and Coverage to educate teams about self-service support at MSCI

• Run targeted refresh training sessions to increase awareness and adoption of OCM 

Requirements:

• Degree in Finance, Actuary, Economics, Statistics, Mathematics, or other quantitative fields required. 

• MFE, MBA, Masters Degree and/or CFA , or equivalent highly desired

• Strong analytic, quantitative, and problem-solving skills

• Proficiency in Excel is a must

• Excellent communication skills ability to articulate complicated concepts or methodologies verbally and in writing to senior management and clients

• Advanced English level (oral and written)

• Strong ownership and execution skills demonstrated by proactively reaching out to others to drive issue resolution

• Ability to solve problems and work with incomplete information 

• Ability to empathize with end-user and propose practical solutions for self-service support pain points

• Ability to work with variety of teams (IT, client-facing, Product, Marketing)

• 5-7 years of experience in a client facing role (a must)

• Deep understanding of international financial institutions and global financial markets