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Client Success Senior Associate
hace 2 meses
About the company: Join the exciting journey at fundcraft, where we're revolutionizing the fund industry providing digital-native fund operations. Our mission is clear: to be our client's digital native partner, providing simple, transparent and integrated fund operations empowering alternative investment managers to focus on their core business.
We empower our clients with innovative technology and unparalleled service to streamline their fund operations, ensuring efficiency, compliance, and scalability. As a product-led company, we are dedicated to continuous improvement and customer satisfaction.
We are seeking a highly skilled and motivated Client Success Senior Associate to join our Product Delivery team. The ideal candidate will have a strong background in Client management, Project management, or a similar role, combined with excellent communication skills and a digital-first mindset. This role is pivotal in supporting the Client Success Manager in ensuring our clients receive top-tier operations support and service.
About the role: The Client Success Senior Associate will play a crucial role in supporting and executing the seamless delivery of our product to a diverse portfolio of clients. Reporting to the Client Success Manager, this role involves coordinating client requests, assisting with the onboarding process, and ensuring that our clients fully leverage the fundcraft platform to meet their operational needs. The Senior Associate will work closely with internal teams to manage and track client deliverables, provide timely updates, and ensure the highest levels of client satisfaction.
This is a position based in Spain and reporting directly to the Client Success Manager.
Key Responsibilities: Assist in the product onboarding process for new clients, ensuring a smooth transition from sales to product delivery.
Support the Client Success Manager in conducting comprehensive onboarding sessions, including platform training and best practices.
Collaborate with internal teams (e.g., Product Delivery, Product Development, Engineering, Help Desk & Support) to ensure all client requirements are met efficiently.
Coordinate and track client requests, ensuring timely distribution to relevant expert units such as Transfer Agency (TA), Accounting, Payment, Corporate Secretary, Compliance, Marketing & Distribution, Portfolio Management, and Risk & Valuation.
Serve as a secondary point of contact for assigned clients, building strong, lasting relationships, and communicating regularly to understand their needs, goals, and challenges.
Monitor the progress of client requests and provide regular updates to clients, conducting regular check-ins to assess satisfaction and identify growth opportunities.
Ensure all client deliverables are met within agreed timelines and to the highest standards of quality, adhering to the defined co-operating memorandum agreed upon during the onboarding phase.
Maintain and update the calendar of client deliverables and ensure accurate record-keeping of client interactions.
Develop a deep understanding of our digital fund operations platform and its capabilities, providing guidance and insights to clients as needed.
Assist in gathering client feedback and working with the product development team to drive continuous improvement and maximize client satisfaction and platform utilization.
Support the creation and maintenance of client success materials, such as guides, FAQs, and training resources.
Help monitor client health metrics and proactively address any issues or concerns.
Qualifications & Experience: Degree in Business, Finance, Law, or equivalent experience.
2-4 years of experience in a similar position or related role.
Strong project management skills with a proven ability to handle complex deliverables across a number of stakeholders.
Excellent communication and interpersonal abilities.
Ability to work collaboratively in a fast-paced, dynamic environment.
Digital-first mindset with a strong understanding of digital tools and platforms.
Fluency in English (spoken and written) is required; fluency in French, German, or Spanish is a plus.
Skills & Expected Behaviours: Demonstrate flexibility and adaptability in collaborating with stakeholders, embracing change, and navigating evolving project requirements.
Be a strong team player who actively listens to colleagues, supports their ideas, and fosters a collaborative environment focused on achieving collective goals.
Take ownership of tasks and projects with a 'Getting-Things-Done' mindset, proactively proposing solutions, challenging norms, and implementing improvements.
Provide fast, open, and constructive feedback, acknowledging mistakes, learning from them, and asking for help when needed, promoting a culture of openness and growth.
Drive results by executing tasks and complex projects, making decisions based on valid arguments, and when necessary, demonstrating the ability to 'Disagree & Commit' for the benefit of the team's objectives.
Why Join Us: Join a culture that celebrates creativity and welcomes innovative, disruptive ideas, empowering you to make a real impact.
Immerse yourself in a fast-paced, diverse workplace where you'll have the chance to collaborate and learn from specialists across various fields, fostering personal and professional growth.
Embrace automation and seamless tech integration in your workflows, while our platform boosts operations through tech leverage, ensuring you stay ahead of the curve and updated with new technologies.
Enjoy an attractive compensation package that recognizes your contributions and dedication to our shared success, rewarding you fairly for your hard work.
Work in a comfortable, ergonomic environment within our spacious, modern offices located conveniently in the heart of Girona, just minutes away from the train station.
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