Managing Director - Preqin Global Head of Digital Client Experience at BlackRock

London, England, United Kingdom

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Asset Management, FinTechIndustries

Requirements

15+ years of progressive leadership experience in Client Success, Customer Experience, or Customer Operations in SaaS, technology-enabled services, or high-volume customer environments
Proven experience building and scaling Client Success organizations serving thousands of customers/accounts globally
Strong background in tech-enabled customer engagement (automation, AI, digital success motions, CRM/CS platforms)
Demonstrated success driving retention, NRR, and customer advocacy as part of executive leadership
Exceptional leadership skills, with experience building and motivating diverse, distributed teams and influencing cross-functional stakeholders at the executive level
Exceptional communication and executive presence

Responsibilities

Define, design, and lead the client success strategy for a high-volume, tech-led model, balancing human touch with automation
Recruit, develop, and scale a global high-performing Client Success team, with clear career paths and structured training
Establish scalable processes across onboarding, adoption, renewal, and expansion; redesign the client journey, balancing human touch with automation across thousands of accounts
Implement and champion digital client experience technology platforms, automation, and AI to deliver proactive, predictive, and personalized client experiences at scale
Ensure clients achieve measurable outcomes and a seamless experience, regardless of their size or complexity
Establish and track success KPIs (retention, NRR, adoption, CSAT, etc.), using data to inform strategy and continuous improvement
Partner with Product, Sales, and Marketing to align client feedback with product roadmap and growth initiatives
Serve as a client advocate and industry voice, shaping how we define and deliver success at scale
Partner with Sales to drive expansion, upsell, and advocacy within the client base; build programs that turn clients into champions, case studies, and references; ensure measurable outcomes and business value are delivered consistently

Skills

Client Success

Team Building

Strategy

Technology

Automation

Data-Driven Insights

Digital Transformation

Stakeholder Management

Operational Excellence

Leadership

Innovation

BlackRock

About BlackRock

New York City, New YorkHeadquarters

1988Year Founded

$78,647.7MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

Benefits

Health Insurance

Unlimited Paid Time Off

Mental Health Support

Wellness Program

401(k) Retirement Plan

Risks

FDIC scrutiny could lead to regulatory challenges for BlackRock.

Workforce reduction may indicate internal financial pressures or strategic shifts.

Involvement in Yangzijiang Shipbuilding exposes BlackRock to geopolitical risks.

Differentiation

BlackRock's Bitcoin ETF, IBIT, reached over $50 billion in assets quickly.

The firm is developing a layer-2 tokenized real-world asset platform on Ethereum.

BlackRock's partnership with Frax Finance enhances its stablecoin market presence.

Upsides

IBIT's success attracts a broader range of cryptocurrency investors.

The Ethereum platform positions BlackRock as a leader in blockchain financial services.

Partnership with Frax Finance enhances digital finance offerings and compliance.

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