Customer
Success Specialist
Full time
Remote
We're changing the
way people invest. For too long, access to alternative investments was mostly
available to the ultra-wealthy, while everyday investors had fewer investment
options. Our company was founded on the principle that everyone should have the
chance to build diversified portfolios that include assets they’re truly
passionate about.
So we
created a platform that allows ordinary people to invest their tax-advantaged
retirement funds into non-traditional assets like private equity and credit,
real estate, startups, cryptocurrency, and more.
By joining
our growing team, you'll be helping to make our mission a reality while working
alongside our team of talented individuals who are dedicated to innovation,
collaboration, and transforming the future of alternative investing.
Job Summary:
The Customer Success Specialist is a critical function in driving exceptional
customer satisfaction through the execution of investments in an expedited
manner. This role will report directly to the Director of Customer Success as
well as work closely with the Financial Operations team and individual Customer
Success Managers (CSMs) to finalize investment paperwork and payments.
Additionally, this role will interact with external stakeholders including, but
not limited to, fund admins, third-party investment management vendors,
issuers, and investors when necessary to streamline solutions related to the
investment process.
Essential Duties and Responsibilities:
• Conducting Final Review to process investment payments,
including executing purchase/subscription agreements on behalf of the company,
within stated SLAs
• Coordinate with the Financial Operations team regarding
investment payments
• Work collaboratively with Customer Success Managers (CSMs)
to meet the varying needs of issuers and investors as it relates to processing
investments
• Work directly with third-party fund admins and investment
management vendors to understand their investment process to define a joint workflow
that streamlines investments that are processed across the company and external
platforms
• Actively identify issues and trends related to investment
payments and proactively provide recommendations and solutions to the Product
team to resolve challenges
• Provide an exceptional and personalized service experience
to internal and external stakeholders
• Performs other related duties as assigned. Leadership
Responsibilities:
• No people leadership responsibilities
• Serves as a key point of contact for CX for escalations
related to investment payments
Education and Experience:
• Bachelor’s degree or equivalent
• 1+ years in alternative investment operations or investor
relations
• Experience with purchase/subscription agreements
• Experience with varying investment management software a
plus
• Experience with HubSpot a plus
• FINRA Licenses a plus
Required Skills and Abilities:
• Strong customer service and growth-oriented mindset
• Biased towards action / solutions-oriented problem
solver
• Empathetic, intellectually curious, and relationship-focused
• Excellent verbal and written communication skills
• Outstanding organizational skills with the ability to
prioritize multiple tasks and manage time efficiently
• Ability to perform well in a fast-paced environment subject
to change and ambiguity
• Advanced problem-solving and analytical skills
• Roll-up-your-sleeves attitude with a resilient approach to
challenge, gritty work ethic, and entrepreneurial spirit Last
