Senior Associate Specialist, Cobalt Client Implementation Solutions
FactSet is a leader in providing research and analytical tools to finance professionals. FactSet intends to advance our strategy to scale our data and workflow solutions and expand our private market offerings through our acquisition of Cobalt Software Inc. (“Cobalt”), a leading portfolio monitoring solution provider for the private capital industry.
Cobalt GP Portfolio Monitoring is private capital's key to collecting, analyzing, and reporting on fund and portfolio company financial metrics. Private equity and venture capital funds use Cobalt's intuitive technology platform to gain critical operational efficiencies, address increasingly complex LP and management demands, and, ultimately, competitively position their firm. Cobalt tailors its portfolio monitoring, investor relations, and benchmarking analysis tools according to our clients' size and investment style to match their needs.
The Cobalt Implementation and Customer Success Team is looking for exceptional, highly motivated individual who has a combination of technical expertise, customer-facing experience, and team leadership skills to join our team as
Senior, Associate Specialist, Cobalt Client Implementation Solution and actively support our clients in Cobalt alongside helping with implementation process.
Job responsibilities: Implementation and Client Support
- Oversee the day-to-day operations of the Customer Support Team.
- Serve as a point of contact for customers on incoming customer support inquiries, communicating query status, escalating issues, and managing expectations
- Answering client questions through email, instant messages, and proprietary communication channels
- Collaborate cross-functionally with Implementation, Customer Success, Product to ensure a cohesive customer experience
- Act as a mentor and provide oversight, coaching, and training to support staff
- Ensure the implementation tasks assigned are completed in a timely and accurate manner
- Ensure all documentation is completed for the assigned task
- Keep up to date with private markets, including our products and competitors
- Effectively translate client requirements into reporting templates and dashboards
- Assist in building out a product knowledge base of reference material and user guides
Job requirements:
- Master’s degree in Finance, MIS, Economics, Accounting, or similar field
- 4+ years of experience required (Private Equity / Private Markets or financial services sector strongly preferred)
- Experience in managing team in customer-facing implementation or professional services role is preferred
- Experience with project management and collaboration tools, including Jira, Confluence, Intercom and Microsoft Office suite
- Strong technical skills, experience building and working with large data files (Pivots, V-Lookups and Excel-add in)
- Ability to efficiently handle and prioritize multiple projects and adapt to constantly changing demands
- Strong analytical and problem-solving skills to troubleshoot issues and identify solutions
- Outstanding communication and interpersonal skills and ability to work with a wide variety of people
- Strong interpersonal skills and core values including a positive attitude, balance, creativity, determination and teamwork.
