Customer Experience Manager (riga, Oct 2025)

Customer Experience Manager

FactSet creates flexible, open data and software solutions for over 170,000 investment professionals around the world, providing instant anytime, anywhere access to financial data and analytics that investors use to make key investment decisions.

As a globally inclusive community unified by the FactSet spirit of going above and beyond for each other, we enable our people to bring their whole selves to work and to join in, be heard, contribute, and grow.

Your Impact:

As a Customer Experience Manager, you will join one of the biggest and fastest growing offices in Europe; you will combine your strong interest in the financial markets and technology with a thorough understanding of the FactSet applications. In this role, you will have the opportunity to work very closely with a team of sales & consultants across EMEA; learn from their experience and work closely with them on key client projects. To ensure success as a customer experience specialist, you should exhibit in-depth knowledge of customer engagement and experience in a similar industry. A top-notch customer experience manager will be someone whose expertise results in excellent customer relationship management and a positive brand image.

Offering an unparalleled level of service, Customer Experience Manager assists the senior team and clients by:

• Training clients virtually
• Maintaining proactive communication with clients through phone and email
• Tracking customer experience across different channels
• Collaborating with sales & consulting team to enhance customer service and brand awareness
• Identifying needs and running campaigns & initiatives to improve adoption of our solution
• Increase customer satisfaction, loyalty, and advocacy
• Answering day-to-day client account queries and providing creative solutions.
• Clearly communicate the progress on ongoing projects, tasks and deadlines

What We're Looking For:

• A bachelor's/Master's degree in Finance, Economics, Business Administration or similar
• Fluency in English is a must
• Proven experience in customer success or a similar role
• Strong communication and interpersonal skills
• Ability to build strong, trusting relationships with FactSet clients
• Strong analytical & problem solving skills
• Ability to develop actionable strategies
• Strategic thinking and problem-solving
• Experience in gathering and interpreting customer experience information
• Exceptional communication and collaboration skills
• Enthusiasm, drive and a desire to excel in a client facing role
• Excellent organizational skills with attention to detail
• Ability to multitask and prioritize in a fast-paced environment

Highly desired attributes:

• A strong knowledge of Microsoft Excel
• Previous client facing experience
• A commercial attitude
• Strong attention to detail

At FactSet, we celebrate diversity of thought, experience, and perspective. We are committed to disrupting bias and conducting a transparent hiring process. All qualified applicants will be considered for employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.