Senior Customer Success Associate, Fund OperationsPosted: 18/11/2024
Closing Date: 20/12/2024
Job Type: Permanent - Full Time
Location: Sydney
About Us
Automic Group brings together modern purpose-built technology with a dynamic and experienced team to tailor solutions for companies and funds to understand, engage and manage their investors.
We provide a cloud-native single registry, employee share plan and board management platform, and professional services including company secretarial, ESG, accounting and finance, and investor and media relations.
Today, over 1,400 ASX listed and unlisted clients trust Automic's 250 employees to manage their registry, investor and board requirements – and Automic is ranked number one on the ASX by number of companies serviced, with 750 listed clients.
In the past two financial years, Automic has won 50% of IPOs and 70% of listed companies who have switched registries.
Our culture is innately entrepreneurial, comprising people who thrive in an atmosphere where ideas, actions and initiative are encouraged.
Our core values, Customer Success, Ambition, Equality and Team are at the foundation of who we are and how we operate.
Job DescriptionThe Role
As a valued member of our Fund Registry team, you will have the opportunity to contribute to our ongoing success by revolutionising the customer experience.
Your role as a Senior Customer Success Associate involves understanding our clients' changing needs and providing comprehensive service solutions to meet those needs.
You will play a pivotal role in ensuring client satisfaction and operational efficiency in collaboration with Customer Success Managers.
You will be responsible for supervising the daily tasks of allocated customer success associates, ensuring accuracy and timeliness in their work.
Additionally, you will actively engage in client meetings, taking ownership of a small portfolio of clients to ensure their operational needs are met comprehensively.
This role requires proactive participation in system enhancement projects, invoicing, preparation of client operations packs, and training of new team members.
By working closely with our Investor Services and Corporate Actions teams, you will stay well-informed about client activity and consistently provide outstanding service to our clients.
This position will provide direct insight and access into customer success management, corporate activity and overall business performance.
This will make you a key contributor to the business's continued growth, as well as offering real career development opportunities to yourself.
Responsibilities Process investors instructions and investor elections accurately and efficiently.Supervise the daily tasks of allocated associates, ensuring all work is completed accurately and in a timely manner.
Provide guidance and support as needed to ensure tasks align with company standards and client expectations.Collaborate with Customer Success Managers to ensure exceptional service delivery including actively participating in client meetings, providing support and expertise as necessary.Ownership of a small portfolio of clients, maintaining regular communication to ensure awareness of current and upcoming tasks, and providing guidance on task completion.Train new team members, ensuring they are equipped with the necessary skills and knowledge to excel in their roles.Respond to inbound and outbound client communications via email and phone.Assist with client correspondence, ensuring accuracy and completeness.Prepare and dispatch Investor communications.Represent the business in a professional manner to maintain a positive image.Provide administrative support to the broader Fund Registry team as needed.Desired Skills and ExperienceDemonstrated Capabilities Experience in a similar role, preferably within Financial Services.Ability to manage multiple tasks and prioritise effectively.Excellent attention to detail to ensure accuracy in processing.Excellent communication skills, both written and verbal.Ability to work collaboratively within a team and to contribute to process improvement initiatives.Proactive and customer-focused approach to ensure exceptional service delivery and contribute to the overall success of the team.Strong problem-solving skills and ability to identify potential risks and areas for improvement.Proficiency in Microsoft Office Suite, particularly Excel.Exposure to Fund or Share Registry highly advantageous.Diversity
Creating a workforce that actively embraces diversity, inclusion and a sense of belonging is key to our success.
We believe in treating everyone fairly which means that inclusion, removing barriers, striving for equity and embracing diversity are woven through our values and behaviours.
We encourage applications from all backgrounds, different abilities and communities and are committed to providing a work environment that enables you to thrive, whatever your circumstances.
When you apply, please note the pronouns you use and any workplace adjustments you may need to enable you to put your best foot forward during the interview process.
Acknowledgement of Land
In the spirit of reconciliation, Automic Group acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea, and community.
We pay our respect to Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
Only applicants with work rights in Australia can be considered for this position.
Preferred candidates will be required to undertake pre-employment screening, including a National Police Check and an ID check.
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