Associate, Customer Experience - 2022 Start

Automic Group is Australia's fastest growing share registry. We are on a journey to deliver an unrivalled experience that revolutionises share registry, governance and board management. We work with more than 1,000+ listed and unlisted companies, and we are the leading IPO provider in 2021, with 47% market share. Our culture is innately entrepreneurial, comprising of people who thrive in an atmosphere where ideas, actions and initiative are encouraged. Our core values of Team, Equality, Customer Success and Ambition are at the foundation of who we are and how we operate.

About the Role:

The Customer Solutions Team (CST) was formed in early 2022 in recognition of Automic's rapid expansion. Sitting within the Sales & Marketing division, this diverse role will have you primarily focused on on-boarding of a rapidly growing number of new and transitioning managed funds from the qualification phase though to set up, go-live and handover to the ongoing client management team.

Collaborating both internally externally with our clients (who manage assets including equities, fixed income, cryptocurrency, private equity, real property within both listed and unlisted fund structures) you will support the team in driving changes to pricing, service level agreements, contracts and operating frameworks. Understanding Client needs and wants will also generate important feedback into our IT/Product division, driving future technological development.

Responsibilities:

• Support the Customer Solutions Team in their day-to-day tasks to ensure customer success and satisfaction
• Respond to queries from Clients, service providers and internal stakeholders (Sales, Customer Success, Product/IT, Finance) in a timely manner and escalate internally where required.
• Collaborate with internal teams to assist with finding solutions for Clients
• Assist with developing and maintaining on-boarding project plans, checklists and materials
• Attend periodic and ad hoc internal and external meetings and assist with the preparation of internal reporting and maintain our on-boarding pipeline
• For transitions, assist with cleaning, sorting and uploading investor data to Automic systems and assist with testing in accordance with internal training and guidance
• Set up Clients, funds and offers in Automic systems in accordance with internal training and guidance
• Maintain knowledge of growing range of product, services and platform functionality, including by attending regular product development training.

About You:

To be successful, you will:

• 1-2 years finance or other [similar/comparable/relevant] experience
• Strong self-drive and passion in representing the customer at every interaction, having the ability to 'think like a customer'
• Proven ability and track record of success collaborating cross-functionally
• Systems skillset, with an aptitude for Word, Excel and Outlook
• Proven ability to be highly passionate about continuous customer experience improvement
• Outstanding verbal and written skills
• Strong attention to detail and accuracy. Ability to follow procedures.
• Solutions driven.

What We Offer:

• A collaborative and supportive team culture
• An attractive and well-located office space close to public transport
• Development and growth opportunities; we invest in, and back our own!
• Competitive remuneration package for the right candidate
• Opportunity to grow your career in a fast growing and customer-centric environment, with a unique and differentiated market offering.

Closing Date:

Please be aware that if this opportunity becomes oversubscribed we will close applications before the stated deadline. We recommend you submit your application as early as possible.

Note: Only applicants with work rights in Australia can be considered for this role. Preferred candidates will be required to undertake pre-employment screening, including reference checks, a National Police Check and an ID check. Automic Group collects and stores personal information for the purposes of recruitment and talent pooling - should you wish to have your information deleted from our systems, please make a request. See our Privacy Policy for further details on how Automic Group manages data.