Skip to content
Asset & Wealth Management – Platform Specialist – Analyst
| Company | Goldman Sachs |
|---|
| Location | Chicago, IL, USA |
|---|
| Salary | $70000 – $125000 |
|---|
| Type | Full-Time |
|---|
| Degrees | |
|---|
| Experience Level | Junior, Mid Level |
|---|
Requirements
- Is passionate about customer success and experience
- Has 2-4 years of prior experience in a customer success, user support, or account management role
- Is unbelievably patient and understanding in addressing user issues, particularly when faced with high stress and frustration
- Is extremely organized and can handle and manage high volumes of information from disparate sources
- Has a knack for creating seamless and effective processes from the ground up with minimal templating/direction
- Maintains a strict attention to detail through scale and volume
- Enjoys writing and articulating ideas clearly and concisely through various mediums
- Embraces challenges and thrive in a fast-paced environment
- Has an aptitude for learning software and then relaying that functionality to a non-technical audience
- Can learn and grow quickly with the evolving needs of a team and organization
Responsibilities
- Providing a white glove support experience to sales and sales leadership through timely and succinct communication via phone and email.
- Independently and successfully managing a high volume of inbound issues and requests, routing customer challenges to appropriate owners for resolution and handling escalations in an expedient manner.
- Developing a deep understanding of our CRM and associated sales tools, ultimately serving as a subject matter expert to support users directly
- Partnering with head of platform management to create a scalable and organized issue triage system with aggressive SLAs
- Create crisp training and onboarding materials for new joiners, and eventually leading training sessions for up to 200 users.
- Document the capabilities and functionality of the platform with robust, user-friendly materials.
- Collaborate with product and engineering to inform future roadmap based on user support themes and findings.
Preferred Qualifications
- Has some level of familiarity with Salesforce CRM (ideal)
- Has some level of familiarity with customer support/customer service platforms such as ServiceNow, Zendesk, Salesforce Service Cloud, etc (ideal)
- Previous experience with data queries, analysis, and visualization ideal (SQL, Qlik, Tableau, etc)
