User Success Coordinator

Business Unit:

Presentations And Graphics

Industry:

No Industry

Overview

Houlihan Lokey, Inc. (NYSE:HLI) is a leading global investment bank recognized for delivering independent strategic and financial advice to corporations, financial sponsors, and governments. With uniquely deep industry expertise, broad international reach, and a partnership approach rooted in trust, the firm provides innovative, integrated solutions across mergers and acquisitions, capital solutions, financial restructuring, and financial and valuation advisory. Our unmatched transaction volumes provide differentiated, data-driven perspectives that help our clients achieve their most critical goals. To learn more about Houlihan Lokey, please visit HL.com.

Scope

Houlihan Lokey’s Presentations Product team is seeking a personable and motivated User Success Coordinator to join the User Success team. This role focuses on supporting internal colleagues with our proprietary Product applications.

This role is highly customer service based, which includes first level outreach for technical support, relationship building and management, and light operational responsibilities. Strong communication, approachability, and a passion for learning are essential, along with technical skills to identify, document, and report bugs clearly, including problem reading and interpreting details, replicating steps, and documenting the findings.

This person will be the primary contact for our colleagues in the EMEA time zone, helping them resolve issues quickly, while building working relationships with our users and gathering feedback to support ongoing product improvement for their specific needs.

Responsibilities

As a User Success Coordinator, you will:

Product User Relationships

• Build and maintain strong working relationships with our colleagues
• Develop a clear understanding of user workflows, needs, and challenges
• Proactively engage with users to gather feedback and identify areas for improvement
• Serve as a trusted, approachable point of contact within the User Success team

Technical Support

• Provide reactive support for users of our in-house Product applications
• Identify and troubleshoot common issues in PowerPoint and Excel
• Consult internal knowledge base resources to deliver timely and accurate solutions
• Escalate unresolved issues with clear documentation and context
• Track and manage support tickets using internal systems

Knowledge & Light Operational Support

• Contribute to the creation and updating of knowledge-based articles
• Assist in documenting recurring issues and solutions
• Support light reporting and administrative tasks

What Success Looks Like

• Confidently navigating internal documentation and locating answers efficiently
• Resolving the majority of first-line support queries independently
• Demonstrating strong troubleshooting skills before escalating issues
• Appropriately identifying when escalation to the Product Manager is required
• Contributing to the improvement of internal knowledge resources

Basic Qualifications

• 2–3 years of customer service experience
• Experience collaborating with product development teams or providing direct support for software applications
• Strong interpersonal and communication skills
• Professional, personable, and easy to work with
• High level of comfort working with computers and learning new systems
• Familiarity with Microsoft PowerPoint and Excel
• Experience using a ticketing or case management system
• Ability to switch between tasks based on needs

Preferred Qualifications

• Naturally curious and eager to learn technical systems
• Strong problem-solving mindset
• Ability to remain calm and professional in time-sensitive situations

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation, protected veteran status, or any other characteristic protected by law.

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