Senior Customer Success Associate, Fund Registry

Job Description

Senior Customer Success Associate, Fund Registry Posted: 24/02/2025 Closing Date: 05/03/2025 Job Type: Permanent - Full Time Location: Perth 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 Description The Role As a Senior Customer Success Associate in our Fund Registry team, you will enhance the customer experience by understanding client needs and providing tailored solutions. You’ll ensure client satisfaction and operational efficiency, oversee the daily tasks of Customer Success Associates, and manage a small portfolio of clients. Your responsibilities include engaging in client meetings, supporting system enhancement projects, invoicing, preparing operations packs, and training new team members. Collaborating with Investor Services and Corporate Actions teams, you’ll stay updated on client activity, ensuring exceptional service. This role offers insight into customer success management and business performance, contributing to your career growth and the company’s success. Responsibilities Process investor 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 Experience Demonstrated Capabilities Previous professional experience within Funds Registry, Custody, or Funds Administration. Strong multitasking and prioritisation skills. High attention to detail for accurate processing. Team player, contributing to process improvements. Strong problem-solving and risk management skills. Proficient in Microsoft Office Suite, especially Excel. 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. 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. #J-18808-Ljbffr