Head of Support- Sentry

At Broadridge weve built a culture where the highest goal is to empower others to accomplish more. If youre passionate about developing your career while helping others along the way come join the Broadridge team.

Broadridge is hiring! Were seeking a Head of Support for our Sentry business. You would be responsible for post-sale technical support services to customers including installation troubleshooting problem resolution and maintenance. You would respond to customer questions regarding operation and malfunctions advise customers on preventive maintenance and configuration adjustments to improve product performance and customer satisfaction.

Responsibilities:

• Provide technical trade and application support for portfolio management and loan management inquiries for clients in our cloud-based proprietary software.

• Research front-to-back office issues and questions pertaining to trade entries order management research manager private debt accounting financial reporting portfolio performance compliance data feeds and reconciliations with the appropriate level of urgency and communication.

• Ensure an excellent client experience by providing proactive timely and effective communication regarding the impact status and next steps of the issues reported.

• Act as a liaison between the client and internal departments in facilitating issue resolution and/or software delivery.

• Prioritize multiple client inquiries with different SLAs in a fast-paced environment.

• Manage client production upgrades by interacting with QA development the client and assist with user acceptance testing before upgrading the Production environment.

• Escalate issues internally with the appropriate level of urgency to meet client deadlines.

• Jira sprint management prioritization and internal process improvements.

• Manage a team of technical support analysts in multiple offices and collaborate with global support staff in addition to a hybrid management approach with support staff in India.

• Monitor team performance with KPIs in Salesforce and sentiment analysis in Power BI.

• Ensure AI initiatives and accompanying data strategies are being followed by all direct reports.

• Develop strategic plans for multiple regions and assist with global operations for support and operations.

• Train new staff with a keen focus on soft skills internal processes and our proprietary software.

Qualifications

• 5-8 years of professional work experience with a degree in finance accounting analytics technology or related field

• A passion for client service and technology

• Strong analytical and problem-solving skills

• Familiar with SaaS portfolio management products and internal operations

• Excellent written and verbal communication skills

• Ability to navigate various levels in conversation with client Analysts to Senior Management on the business side and tech side

• Proficiency in Microsoft Office Suite and the ability to work in a collaborative environment

• Experience with Salesforce Jira ITSM and Confluence is a plus

Compensation Range: The salary range for this position is between $130000-$150000 USD. Broadridge considers various factors when evaluating a candidates final salary including but not limited to relevant experience skills and education.
Bonus Eligibility: Bonus Eligible
Benefits Information: Please visit for more information on our comprehensive benefit offerings.

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We are dedicated to fostering a collaborative engaging and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe understood and valued and we work diligently and collaboratively to ensure Broadridge is a companyand ultimately a communitythat recognizes and celebrates everyones unique perspective.

Use of AI in Hiring

As part of the recruiting process Broadridge may use technology including artificial intelligence (AI)-based tools to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers and all employment decisions include human review to ensure fairness accuracy and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify misrepresent or disguise information in an application resume assessment or interview will result in disqualification from consideration.

US applicants: Clickhereto view the EEOC Know Your Rights poster.

Disability Assistance

We recognize that ensuring our long-term success means creating an environment where everyone is welcome where everyones strengths are valued and where everyone can perform at their best. Broadridge provides equal employment opportunities to all associates and applicants for employment without regard to race color religion sex (including sexual orientation gender identity or expression and pregnancy) marital status national origin ethnic origin age disability genetic information military or veteran status and other protected characteristics protected by applicable federal state or local laws.

If you need assistance or would like to request reasonable accommodations during the application and/or hiring process please contact us at or by sending an email to.