Customer Success Specialist - HarveyNashUSA : Job Details

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