"I can succeed as an Investment Group User Success & Proxy Associate at Capital Group."
The Technology User Proxy & Success Associate will be the primary point of contact for customers and will work closely with cross-functional teams to evaluate product outputs and provide continuous feedback. They support the product roadmap to meet the defined vision. They also continuously test and learn so they can support new features and products that will surprise and delight their customers.
Investment Group User Support & Success:
- Ensure high levels of user satisfaction and successful product use.
- Act as the primary contact for customer inquiries/issues and provide personalized communication through issue resolution processes.
- As needed, perform one-off and ad hoc tasks to support users need.
- Provide expert-level support to resolve technical issues and/or shepherd issues to technical teams to resolve, ensuring timely and effective solutions.
- Proactively engage with users to ensure effective product use tailored to their preferences.
- Act as a user advocate
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- Share issues and feedback with product and engineering teams.
- Oversee and continuously improve the ticketing system, ensuring all user inquiries are addressed promptly and efficiently.
- Maintain comprehensive knowledge base resources and documentation for internal and external use.
Investment Group User Proxy Testing:
- Validate and evaluate product/system outputs, ensuring quality with a human-in-the-loop.
- Apply, maintain, and improve evaluation criteria based on a deep understanding of users, value propositions, and use cases.
- Provide reporting and analysis to internal stakeholders (e.g., product managers, engineers, data scientists).
- Generate real-world examples for implementation processes.
- Create and validate high-quality examples to facilitate implementation.
- Collaborate with engineers to replicate/automate the process.
"I am the person Capital Group is looking for."
- Experience: Prefer 2+ years in customer support, technical support, or customer success roles within a SaaS environment.
- Technical Skills: Strong technical aptitude and the ability to quickly learn and understand software products.
- Tools: Experience with CRM systems, customer support tools, and ticketing systems. Experience troubleshooting online platforms is a plus.
- Data analytics: Experience and willingness to learn data analytics tools (e.g., SQL)
Preferred Qualifications:
- Bachelor's degree in finance, Business, Computer Science, or related field
- Previous experience in financial services, asset management, or SaaS companies
- Knowledge of regulatory requirements in the financial services industry
Los Angeles Base Salary Range: $93,384-$149,414
In addition to a highly competitive base salary, per plan guidelines, restrictions and vesting requirements, you also will be eligible for an individual annual performance bonus, plus Capital's annual profitability bonus plus a retirement plan where Capital contributes 15% of your eligible earnings.
You can learn more about our compensation and benefits here.
* Temporary positions in Canada and the United States are excluded from the above mentioned compensation and benefit plans.
We are an equal opportunity employer, which means we comply with all federal, state and local laws that prohibit discrimination when making all decisions about employment. As equal opportunity employers, our policies prohibit unlawful discrimination on the basis of race, religion, color, national origin, ancestry, sex (including gender and gender identity), pregnancy, childbirth and related medical conditions, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, citizenship status, AIDS/HIV status, political activities or affiliations, military or veteran status, status as a victim of domestic violence, assault or stalking or any other characteristic protected by federal, state or local law.