Customer Support Specialist, FundGuard
3 days a week in office (Dedham, MA)
AI-powered investment accounting
Be an early applicant
AI-powered investment accounting
101-200 employees
Be an early applicant
3 days a week in office (Dedham, MA)
101-200 employees
Company mission
To facilitate safe and efficient asset growth for all investors.
Role
Who you are
- At least 7+ years of proven experience in a business support team within the financial services industry
- Ability to conduct root cause analysis and work cross-functionally (work with engineering team)
- Must have prior experience in fund accounting
- Excellent communication skills and the ability to anticipate the needs of customers
- Must demonstrate strong analytical thinking skills
- Should possess strong problem solving skills and the ability to make sound judgment calls
- Superior organizational and time management skills
- Technical and functional knowledge of enterprise investment accounting software
- An understanding of investment accounting needs and current use cases of businesses
- Financial services industry support management experience
- Directly relevant experience in Investment Management, Insurance, FinTech, Investment Accounting, or Investment Operations
- Pleasant and straightforward phone and video manner
- Excellent written communication
- Organizational skills — working with multiple customers
- Highly self-motivated and driven
- The ability to shift priorities quickly when necessary
- Bachelor’s degree or higher
- Co-locating with the client when necessary
- Working hybrid three days a week onsite in our Dedham MA office
- Requires permanent U.S. work authorization
What the job involves
- As a SaaS Customer Support Specialist, you will assist with the needs of our existing customers
- This will include solving functional/technical problems brought forth through an inquiry system or via group hotline, building strong relationships with our clients and collaborating with internal partners to rapidly solve open queries
- Throughout our customer lifecycles, we prioritize delivering a fantastic customer experience, and at the forefront of that experience is business support
- Act as an escalation for client reported issues; thereby resolving complex client issues
- Develop relationships and engage with clients’ Accounting Operations team or clients’ technical team who support Accounting Operations
- Have a hands on approach to FundGuard system and understand its inner workings
- Partner with engineering and product management teams to work through customer bugs & enhancement needs
- Accept incoming client queries related to functional and technical aspects of the FundGuard platform
- Oversee the 911 process related to a production down scenario and own the process until client environment in restored
- Create and track SLAs related to the FG support function as defined by client contract,
- Plan and oversee the fulfillment of accurate daily/monthly/quarterly/annual reporting support and service
- Be accountable for client satisfaction metrics
- Helps aggregate client feedback and provide guidance to improve operationally and expand the product offering
- Maintain record and documentation of client issues via the maintenance of internal support tracking mechanism
- Work with Customer Onboarding team POCs to ensure a smooth transition to daily support (Operational Readiness)
- Become a FundGuard expert and discuss or educate on any nuance of the product internally and externally
- Collaborates with sales and support groups to demonstrate value of support offering to client and identifies business opportunities for expanded support
- Evaluate the criticality of client issues and collaborate with various parts of the organization to resolve
Our take
The global asset management sector faces many operational inefficiencies. Attempting to revolutionise this space with its AI-powered investment accounting platform is FundGuard. Hosting a multitude of capabilities, the platform streamlines accounting workflows, supporting asset managers with a new wave of solutions.
Said to be the industry's first fully cloud-native investment accounting platform, the product offers an all-encompassing suite of tools. One of the highlights is that the platform allows data that might usually be stored over multiple platforms to be kept in one cohesive store - providing a single source of truth across all systems
An impressive Series C funding instalment in 2024 will allow FundGard to continue product innovation and grow its customer base. Projections for the company look positive, and it certainly has the potential to disrupt investment management if it can continue to deliver what the industry needs.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Mar 2024
$100m
SERIES C
Apr 2022
$40m
SERIES B
Total funding: $156m
Company values
- We bring expertise, professionalism and meticulous attention to detail to every new project
- We foster a culture of inclusivity and open communication, leaving our egos at the door to create a positive workplace dynamic
- We tackle challenges and grasp opportunities with optimism and curiosity while challenging the status quo to propel industry innovation
Company HQ
Dedham, MA
Articles
Leadership
Lior Yogev
(CEO)Previously worked for Goldman Sachs in the Investment Banking Division. Also worked through several roles for Multifonds including Head of North America.
Uri Katz
(VP R&D)Prior work includes CTO and Co-founder of IQurio, and Senior Data Engineer for Natural Intelligence.
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