Customer Success - Associate II

Shape the future of our customer experiences and directly influence product success.

Dive headfirst into dynamic collaborations, leverage data to spark change, and guide customers' trust during crucial onboarding moments.

As a Senior Associate on the TA Ops team, you will be working in a fast-paced environment, handling various tasks such as booking/reviewing subscriptions and redemptions, moving cash for Clients/Funds/Investors.

You will collaborate with Accounting, Tech, Client Service, and Product teams to implement change and deliver the best results for our business.

You will learn all about the Transfer Agency world and be "Audit Ready" at all times.

Job responsibilities



* Executes product adoption, expansion, and retention activities to support a healthy customer base


* Provides customer assistance during regular account meetings such as addressing inquiries, troubleshooting challenges, and documenting complex problems for the Product team


* Takes new customers through the onboarding process and guides them through the initial setup and configuration of our products to fit their specific needs


* Tracks and analyzes key success metrics to measure customer health and identify opportunities for improvement while preparing reports for internal stakeholders and highlighting customer outcomes and areas of opportunity


* Work on a team of highly dedicated individuals to ensure accurate and timely processing of all Fund and Investor level activity (NAV entry, series consolidation, capital activity, contact/wire updates, etc.)


* Serve as the main contact for a portfolio of clients; answer all phone calls and emails pertaining to those relationships and demonstrate ability to resolve inquiries quickly and accurately


* Perform completeness reviews in a quality assurance capacity as it relates to investor or fund activity/changes; ensure all work is 'Always Audit Ready'


* Produce and review client and investor level reporting, such as monthly/quarterly statements, contract notes, order acknowledgements, and regulatory reports


* Take on and complete ad-hoc reporting as necessary such as the preparation of board reports, system extracts, K-1 distribution, audit requests, etc.


* Manage the final signoff process for investor transactions and resolve any outstanding documentation, including KYC/AML documents


* Follow JPMorgan's established processes and procedures and modify/iterate processes and procedures to continually improve accuracy, reduce redundancy, and mitigate risk

Required qualifications, capabilities, and skills



* 3+ years of experience or equivalent expertise in customer success or a relevant domain area


* Demonstrated ability to deliver exceptional customer service with a strong desire to help customers succeed


* Proven experience successfully engaging customers using strong verbal and written communication skills with an ability to articulate complex concepts in a ...