Company Overview
Glass Lewis is the world’s choice for governance solutions. We enable institutional investors andpublicly-listedcompaniesto make sustainable decisions based in research and data. We cover 30,000+meetings each year, across approximately 100 global markets.
Our customers includethe majority ofthe world’s largest pension plans, mutual funds, and asset managers, collectively managing over$40 trillion in assets. We have teams located across the United States, Europe, and Asia-Pacific giving us global reach with a local perspective on the important governance issues. Founded in 2003, Glass Lewis is headquartered in San Francisco, California with additional offices in Kansas City, Missouri; London, U.K.; Paris, France; Limerick, Ireland; Karlsruhe, Germany; Sydney, Australia; and Tokyo, Japan.
Position:
We are looking for a highly motivated and customer-centric Customer Service Representative to join our team. This role is crucial in ensuring a seamless experience for our clients by managing on-boarding, providing ongoing support, and identifying opportunities for up-sells. The ideal candidate will have a strong interest in finance and technology, excellent communication skills, and a proactive approach to client success.
Responsibilities:
o Lead the on-boarding process for new clients, ensuring a smooth transition to the Engagement Management Platform.
o Provide timely and effective customer support, addressing inquiries and troubleshooting issues.
o Educate clients on best practices for using the platform and inform them about new features.
o Monitor product adoption and user activity to enhance platform engagement.
o Analyse client usage data to identify opportunities for up-selling and additional service offerings.
o Collaborate with internal teams to relay client feedback and contribute to product improvements.
o Maintain detailed records of customer interactions and issue resolutions.
o Train existing Glass Lewis CS team on basic client inquiries related to the Engagement Management Platform
o Fluent in English, both written and spoken.
o Strong interest in finance and technology.
o Proficiency in Excel for data analysis and reporting.
o Excellent communication and interpersonal skills.
o Strong sense of ownership and accountability.
o Problem-solving mindset with the ability to work independently and as part of a team.
o Prior experience in customer support, client success, or account management within a SaaS company.
o Knowledge of ESG and investment-related topics is a plus.
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