Confluence is a global leader in software products and solutions. We strive to create a collaborative and forward thinking culture which fosters professional growth while delivering exceptional results for our client.
Confluence’s most important asset is its clients. The mission of the Business Analyst is to ensure that all clients are receiving the maximum value out of Confluence solutions and act as the voice of clients to the rest of Confluence, and the voice of Confluence to clients.
About Regulatory Reporting Operations (RRO)
As part of the Alternative Investments team, your greatest assets are your teammates. Our platform requires both an excellent understanding of client business challenges and the ability to translate this need into applied software solutions; each member of the RRO team brings unique expertise based on industry experience in financial services and/or information technology. Creative thinking, adaptability, and the desire to serve – both clients and one another – are critical to success. If you are looking for a highly collaborative environment where the first question is, “How will this improve our client experience?” RRO at Confluence is the team for you.
Responsible for all clients/products post-sale
Manage client loyalty to Confluence by knowing the client and the key contacts
Understand and ensure high level of overall loyalty
Know the customer’s products purchased/implemented, product usage/entrenchment, opportunities and issues
In-depth knowledge of regulatory solutions to provide consultation to new clients
Responsible for day-to-day client relationships and implementations
Be an escalation point for junior members of our team
Manage multiple deliverables across support, implementation and support functions
Facilitate client calls
Resolve client issues with Confluence software solutions
Escalate issues to other Confluence teams as appropriate
Communicate progress on issues, Service Release items, and product changes to clients
Educate clients on best practices for most effective use of Confluence software solutions
Communicate opportunities to sales
Ensure that all client opportunities and issues are addressed in a timely manner
Provide first-tier support via phone, email or on-site
Prepare for, manage, and document routine status calls with clients to discuss outstanding issues, upcoming releases, training classes, consulting opportunities
Maintain records of client configurations and installed applications etc.
Act as project manager on small consultation projects
Provide business and subject matter expertise
Provide thought leadership to management in regards to regulatory reporting
Translate business problems for technical resources
Elicit requirements for mapping updates
Test and measure Confluence software solutions in alignment with user’s workflow
Ensure solutions are compliant with regulations
Knowledge of US and European regulatory market place
Train internal and external parties on our services
Other duties as assigned
Bachelor degree required in Business, Information Systems or equivalent work experience
Four or more years of business support and client relationship experience required; experience in the financial services or data governance preferred
High creativity with the ability to solve complex business problems
Ability to learn independently and work with a high degree of autonomy
Proficiency with Confluence software solutions
Excellent organizational and communication skills
Ability to multitask, strong attention to detail, self-motivated willingness to take initiative
Ability to work more than 40 hours per week based on client demands
Ability to travel as needed
Knowledge of all company policies and procedures
Increased level of responsibilities, as value-added team member
Collaborative working style that values team success over personal accomplishments
Act in accordance with and is an ambassador of our company values - Integrity, Imagination, Discipline and Service
Additional Salary Information: Comparable salary and exceptional benefits
Who is Confluence?
We are a Software Product Company. We produce cloud products that help investment companies optimize and control the information they need to manage their investment products. We are a company made up of exceptionally talented individuals who know what it means to work as a team. We seek the best engineers regardless of their location. While we are headquartered in Pittsburgh,... Pennsylvania we have many team members working remotely across the United States. Our Agile working environment fosters collaboration across our dispersed teams. This environment allows everyone to bring their A game to create great software products and services that clients highly value. Confluence provides an opportunity to work in a fast-paced, client-focused, growth environment using state of the art software technologies, tools and processes.