Customer Success Associate

FactSet creates flexible, open data and software solutions for over 200,000 investment professionals worldwide, providing instant access to financial data and analytics that investors use to make crucial decisions.

At FactSet, our values are the foundation of everything we do. They express how we act and operate, serve as a compass in our decision-making, and play a big role in how we treat each other, our clients, and our communities. We believe that the best ideas can come from anyone, anywhere, at any time, and that curiosity is the key to anticipating our clients' needs and exceeding their expectations.

Your Team's Impact
Irwin is one of the fastest-growing FinTech companies in Canada. We are based in Toronto and are a leading provider of capital markets-focused financial technology with a mission to seamlessly connect the world's capital seekers and allocators to make them more productive, innovative, and successful. Our flagship product, Irwin, is a software platform used by investor relations and investment banking professionals all over the world.

What We Are Looking For
We're looking for a detail-oriented and proactive Customer Success Associate (CSA) to join our growing team. In this role, you'll work closely with our Customer Success Managers (CSMs) to drive client adoption and satisfaction by delivering tailored client resources and managing timely customer support.

You will be at the heart of ensuring our clients get the most value from our platform—whether that's through creating custom deliverables, responding to client inquiries, or troubleshooting technical challenges.

Key Responsibilities

• Create bespoke client-facing materials to support customer adoption, including but not limited to:

• Investor email pitches

• Target lists
• Board reports
• Irwin IQ reports
• NOBO analyses
• IRM activity reports

• Other custom or ad-hoc client requests

• Manage the support inbox for your assigned CSM pod, ensuring timely and accurate responses to client inquiries.

• Answer general "how-to" platform questions across all product areas.
• Troubleshoot and escalate technical issues in collaboration with the cs-triage team while keeping clients informed.
• Pull and deliver custom reports from Irwin based on client needs.

Who You Are

• Customer-centric mindset
• Strong attention to detail
• Proficiency in MS Office suite and FactSet.
• High organizational skills and ability to prioritize tasks effectively.
• Excellent communication and presentation skills.
• Ability to work well in a fast-paced team environment and collaborate cross-departmentally.

What's In It For You
At FactSet, our people are our greatest asset, and our culture is our biggest competitive advantage. Being a FactSetter means:

• The opportunity to join an S&P 500 company with over 45 years of sustainable growth powered by the entrepreneurial spirit of a start-up.
• Support for your total well-being. This includes health, life, and disability insurance, as well as retirement savings plans and a discounted employee stock purchase program, plus paid time off for holidays, family leave, and company-wide wellness days.
• Flexible work accommodations. We value work/life harmony and offer our employees a range of accommodations to help them achieve success both at work and in their personal lives.
• A global community dedicated to volunteerism and sustainability, where collaboration is always encouraged, and individuality drives solutions.
• Career progression planning with dedicated time each month for learning and development.
• Business Resource Groups open to all employees that serve as a catalyst for connection, growth, and belonging.
• Salary is just one component of our compensation package and is based on several factors including but not limited to education, work experience, and certifications.

Company Overview
FactSet (NYSE:FDS | NASDAQ:FDS) helps the financial community to see more, think bigger, and work better. Our digital platform and enterprise solutions deliver financial data, analytics, and open technology to more than 8,200 global clients, including over 200,000 individual users. Clients across the buy-side and sell-side, as well as wealth managers, private equity firms, and corporations, achieve more every day with our comprehensive and connected content, flexible next-generation workflow solutions, and client-centric specialized support. As a member of the S&P 500, we are committed to sustainable growth and have been recognized among the Best Places to Work in 2023 by Glassdoor as a Glassdoor Employees' Choice Award winner. Learn more at  and follow us on X and LinkedIn.

At FactSet, we celebrate difference of thought, experience, and perspective. Qualified applicants will be considered for employment without regard to characteristics protected by law.