Position : Senior Associate, Customer Support Division : Customer Success Purpose of the Role : Aimed at the seasoned professional, this role is designed to capitalize on your extensive experience in product and technical support within our Customer Success division. In this capacity, you will be pivotal in redefining and optimizing processes to best support our diverse client base, ensuring the highest standards of service delivery and operational excellence. What You Will Gain : As a Senior Associate in our Customer Support team, you will become a connoisseur of our product suite, delivering unparalleled support and training to our clients. This role encourages collaboration with cross-functional teams to drive innovative solutions that have a global impact. Key Responsibilities : Achieve proficiency in financial products we support, focusing on our monitoring & valuations tools. Provide superior client service, offering prompt and effective resolutions to application support inquiries. Troubleshoot client issues with accuracy, working alongside internal teams to document and deploy solutions. Manage all support channels, ensuring efficient and competent responses to client inquiries, while juggling multiple requests. Maintain meticulous records of client interactions, both written and verbal, within our internal systems. Engage regularly with management, fostering collaboration across business lines and regions. Guide clients towards Customer Success Managers or training resources to maximize organizational product utilization. What We're Looking For : The ideal candidate is a professional who is a rapid learner of new technologies and financial products. You possess exceptional communication skills, engaging clients effectively. Your detail-oriented approach and passion for resolving complex issues are matched by your ability to provide clear, step-by-step solutions. A Bachelor's or Master's degree (or equivalent). Over 3 years of relevant client-facing experience is required. Interest and/or experience in the private markets software solutions is a plus. Understanding of various Private Equity and Private Credit valuation methodologies and approaches is valuable. Strong Excel skills and a robust understanding of financial markets and securities. Familiarity with API (REST & SOAP API) & SSO is beneficial. Aptitude for swiftly mastering new technologies & financial products. Proven experience in establishing and running support functions, with a focus on building and optimizing processes to enhance efficiency and productivity Demonstrated ability to scale support functions to meet business needs, implement scalable solutions, and apply best practices for consistent service delivery and growth support Excellent written and verbal communication skills. Comfortable navigating challenging concepts and complexity. Capacity to assimilate and implement new information quickly, while maintaining current job performance. OVERVIEW OF 73 STRINGS Founded in 2019, 73 Strings is digitalizing alternative investments by providing efficiency and intelligence to how illiquid assets are analysed, monitored, valued, and transacted, through AI-augmented solutions. These solutions offer intelligent financial analysis and data-monitoring hubs for equity and credit instruments. 73 Strings is the only firm to provide an integrated offering from data collection to valuation to reporting. As of today, 73 Strings has developed 3 AI-augmented products that aim to assist experts in their day-to-day operations: Graviton X (Monitoring): Data collection and monitoring processes for investors Qubit X for Equity: Platform aimed towards private equity and M&A valuation Qubit X for Debt: End to end valuation system for debt & debt-like assets Clients of 73 Strings hail from Europe, the US and the Middle East, and include alternative investment funds (PE, VC, credit funds, etc…), fund administrators and management companies, as well as corporates, banks, advisors, and other finance professionals. Over the last year, 73 Strings has added clients with a combined AUM of $8 trillion. In June 2023, 73 Strings completed a series A funding that w as led by Blackstone Innovations Investments, Blackstone's early-stage strategic investment arm, and Fidelity International Strategic Ventures (FISV), with participation from Broadhaven Ventures. This demonstrates prime confidence in 73 Strings' innovative technology and market potential. The company has offices in Paris, London, New York, Toronto, London, Sao Paolo and Bengaluru. THE TEAM The current leadership of 73 Strings has extensive professional expertise in the valuation of private assets and understand the importance of informed decision-making when it comes to managing capital: Yann Magnan, Co-Founder and CEO : Previous experience at E&Y (Valuation Advisory) and Duff & Phelps, most recently as head of EMEA and member of the Global Operating Committee Abhishek Pandey, Co-Founder and Deputy CEO : Previous experience at Corporate Finance (Deloitte, Grant Thornton) and Duff & Phelps most recently as Managing Director in India Vinod Vijapur, Co-Founder and CTO: Previous experience in banking at HDFC Bank, Royal Bank of Scotland and at BoAML, most recently as Head of APAC Regional Applications – Program Management Sambeet Parija, Co-Founder and CPO : Previous experience at Duff & Phelps as part of the valuation team in India having led several strategic projects across different sectors Jazmin Hogan, North America Lead : Previous experience at the Blackstone, Apollo and Kohlberg & Co, most recently as Director of Valuations and Analytics Celine Bes, EMEA Lead , Previous experience in Investment Banking and Valuation at Goldman Sachs and Private Equity and Transaction Advisory at E&Y.The team is supported by a global network of advisors formed by highly seasoned veterans with combined 300 years of financial advisory and private markets experience.
