About the Company:
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 private 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 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
- In coordination with the CSMs, work directly with
Issuers and Investors to troubleshoot and support investment execution,
account growth, and customer engagement through an enhanced onboarding
experience
- Work directly with third-party fund admins and
investment management vendors to understand their investment process in
order to define a joint workflow that streamlines investments processed
across internal 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
- Perform other related duties as assigned
- Serve 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 electronic signature and
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
