Hybrid Quant User Enablement Specialist en HarbourVest

Job Description Summary

For over forty years, HarbourVest has been home to a committed team of professionals with an entrepreneurial spirit and a desire to deliver impactful solutions to our clients and investing partners. As our global firm grows, we continue to add individuals who seek a collaborative, open-door culture that values diversity and innovative thinking.

In our collegial environment that’s marked by low turnover and high energy, you’ll be inspired to grow and thrive. Here, you will be encouraged to build on your strengths and acquire new skills and experiences.

We are committed to fostering an environment of inclusion that promotes mutual respect among all employees. Understanding and valuing these differences optimizes the potential of both the individual and the firm.

HarbourVest is an equal opportunity employer.

This position will be a hybrid work arrangement, which translates to 3 days minimum per week in the office.

We are searching for a multi-dimensional User Enablement Specialist to offer outstanding support for internal and external users of our groundbreaking quantitative products for private market investors. This is a new role for the Quantitative Investment Sciences (QIS) team that combines customer success, technical support, and user research. The User Enablement Specialist will be instrumental in defining and executing our maturing support model, including resolving issues, creating materials and capabilities to support users throughout their journey, and finding opportunities for product improvements.

The ideal candidate is someone who:

• Demonstrates high level of technical competence and the ability to troubleshoot complex application and data issues
• Is an excellent communicator who can distill technical concepts for non-technical users
• Excels at building relationships with users and proactively understanding their needs
• Is highly organized, able to synthesize user feedback, and translate it into actionable insights
• Can effectively collaborate with SMEs and technical teams to resolve user challenges
• Is comfortable taking initiative and brings an entrepreneurial attitude to their work

What you will do:

• Serve as the first point of contact for user inquiries and troubleshoot application and data issues, engaging SMEs and technical teams when necessary
• Develop a deep understanding of the QIS model methodology, data, systems, and applications to support users effectively
• Lead the creation and delivery of user-facing documentation, playbooks, and training materials
• Guide users through onboarding and provide ongoing support on evolving workflows
• Contribute to the collective knowledge about the end user, synthesizing their feedback and finding opportunities for product improvements
• Participate in QA reviews to ensure product enhancements deliver what users need
• Define, track, and report on key user support metrics to drive continuous improvements in support services

What you bring:

• Strong technical skills with experience troubleshooting application and data issues
• Excellent verbal and written communication skills, with the ability to build relationships and convey complex concepts clearly
• Enthusiasm for defining new processes, systems, and best practices to scale support practices
• Ability to prioritize trends for product improvement
• Experience working cross-functionally with SMEs, product, and technical teams
• Strong problem-solving and analytical skills
• Familiarity with financial data and investing metrics a plus

Education Preferred

• Bachelor of Arts (B.A) / Bachelor of Science (B.S) or equivalent experience

Experience

• 5-8 Years experience in user support, technical support, or customer success preferred
• Prior experience with Private Equity and/or institutional audiences is a plus

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