Client Success Associate

About the Role:

As a Client Success Associate (L1), you serve as a key point of contact for ensuring the smooth operation and satisfaction of our clients. You are responsible for delivering essential support to both internal departments and external clients, ensuring they have continuous and efficient access to our fundcraft platform and product delivery resources. By managing user access, coordinating client communications, and keeping client data organised, you help to maintain the highest level of product delivery quality.

In this role, you proactively engage with clients, addressing their needs and concerns while also assisting with administrative duties that are critical to our success. Your ability to manage communications, troubleshoot basic issues, and provide timely responses helps clients maximise the value of our platform. You are instrumental in the ongoing improvement of client success processes and tools, and you collaborate closely with the Client Success Managers and Senior Associates as well as with all other expert units, including Transfer Agency & Register, AML/KYC, Corporate Secretary, Filings, Domiciliation & other admin tasks, Accounting & Financial Reporting, Payments, Risk & Valuation, Portfolio Management and Marketing & Distribution, to ensure that our clients receive the best experience.

This position is based in Girona, Spain and reports directly to the Head of Client Success (L4).

Key Responsibilities:

1. Manage and guarantee secure and seamless platform access for external clients and internal team members
2. Coordinate and manage the client shared mailbox, ensuring all inquiries are addressed or delegated to appropriate teams within agreed response times
3. Regularly update and manage Slack channels and other internal communication tools to ensure alignment and efficient collaboration
4. Draft, prepare, and distribute client communications related to platform updates, new features, and other key announcements in a timely and professional manner
5. Maintain and update client data and information within the platform, ensuring records are accurate, comprehensive, and aligned with compliance requirements
6. Assist in the development, refinement, and documentation of client success processes, tools, and templates to enhance operational efficiency
7. Respond promptly and professionally to client inquiries and requests, escalating complex issues when necessary
8. Provide initial troubleshooting assistance to clients and coordinate with technical teams for advanced support needs
9. Work closely with team members and cross-functional units to align on goals and deliverables, fostering a cohesive and client-focused approach
10. Track, monitor, and ensure timely delivery of client commitments in line with established standards and agreements
11. Contribute to initiatives aimed at enhancing client satisfaction, including identifying areas for improvement and proposing actionable solutions
12. Support the ongoing training and mentorship of other junior team members, promoting a culture of growth and collaboration
13. Actively foster a supportive and productive work atmosphere, encouraging collaboration, innovation, and shared success

Requirements

1. Quickly learns and adapts to new software, systems, and processes
2. Demonstrates strong attention to detail, ensuring high accuracy in all tasks
3. Proactive, solution-oriented, and eager to take initiative in contributing to unit success
4. Strong problem-solving skills, efficiently addressing client needs while maintaining professionalism
5. Thrives in a collaborative environment, with a focus on achieving shared goals
6. Flexible and adaptable, capable of managing multiple tasks and meeting deadlines

Benefits

1. Join a culture that celebrates creativity and welcomes innovative, disruptive ideas, empowering you to make a real impact
2. 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
3. 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
4. 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 where you can enjoy daily fresh fruit and coffee!
5. Monthly afterworks organised by the company to unwind and strengthen team connections