Bain & Company, Inc.

Company Overview

Bain & Company is a global consultancy that helps the world’s most ambitious change-makers define the future. With 58 offices in 37 countries, Bain partners with clients to drive impactful results by advising on strategy, operations, IT, and digital transformation. Bain’s Next Gen Software Solutions (NGSS) team empowers client success by delivering innovative software and service capabilities.

Position Summary

The CS Service Desk Specialist plays a dual role—delivering exceptional first-line support for Bain’s proprietary software product MoneyMap and ensuring client success through advisory and operational excellence as part of the Coro suite. The role bridges technical support and customer success by managing incidents, service requests, and problem resolutions while also engaging users in best practices for software usage and deployment.

Key Responsibilities

Customer, Application & Data Support (50%)

• Act as the primary contact for incoming support inquiries, ensuring prompt, courteous, and effective issue resolution.
• Collaborate with internal and client teams to support the configuration and implementation of software solutions and associated data workflows.
• Assist in the end-to-end data collection process from clients, ensuring data is received in the appropriate format and coordinating closely with delivery teams to guarantee high-quality and timely refreshes.
• Galvanize internal and client stakeholders to plan effectively for upcoming data refreshes, ensuring readiness across all technical and operational fronts.
• Investigate, analyse, and resolve technical issues in accordance with ITIL-based service management protocols, escalating where necessary.
• Translate technical information into clear, user-friendly language for a broad range of audiences.

Incident, Problem, and Change Management (10%)

• Manage Service Requests, Incidents, and Problems against SLAs, ensuring timely resolution and documentation.
• Proactively identify recurring issues and support implementation of preventive solutions.
• Collaborate with cross-functional teams to push resolutions "left" (towards frontline support).

Client Success Enablement (15%)

• Support onboarding and training of users (internal and external) during product deployments.
• Provide structured handover from delivery to client users and maintain client health dashboards.
• Gather and relay user feedback to influence product roadmaps and service improvements.
• Ensure effective use of the software to meet business objectives and build long-term client satisfaction.

Service & Process Improvement (10%)

• Monitor support performance and help develop strategies to improve responsiveness and resolution quality.
• Create, maintain, and optimize documentation, training materials, and demo environments.
• Contribute to service desk best practices and innovation initiatives.

Product & Software Awareness (15%)

• Contribute to internal marketing of the software through documentation, demos, and video collateral.
• Provide stakeholders with data-driven reports on usage, performance, and milestones.
• Maintain awareness of software changes and support user acceptance testing for new releases.

Required Qualifications

Education

• Bachelor’s degree required

Experience

• 3+ years working in IT service desk, software support, or customer success roles.
• Solid background with incident/request/problem management processes and service desk tools.
• Experience in SaaS, software deployment, or consulting is advantageous.
• Exposure to B2B enterprise software support or implementations preferred.

Skills

• Strong interpersonal, communication, and client engagement skills.
• Ability to analyse and resolve complex technical issues.
• Comfortable managing technical topics with both technical and non-technical audiences.
• Proven ability to manage multiple priorities in a fast-paced, collaborative environment.
• Process-oriented mindset with a drive for continuous improvement.

Capability to engage and upward manage senior stakeholders