What are the responsibilities and job description for the Customer Success Specialist position at About Alto?
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.
What You'll Do:
- Conduct Final Review to process investment payments, including executing purchase/subscription agreements on behalf of Alto, 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 investmentsIn 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 that are processed across Alto 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.
What We're Looking For:
- 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
- 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
