Client Success Executive

We’re building the future of private financial markets

Traditionally a space only for the wealthy and well-connected, we believe in a future where private markets are more accessible to investors and fundraisers. By leveling the playing field we hope to create a more equitable economy, where inspiring companies are connected to inspired investors, whoever and wherever they are.

Leveraging our trusted brand, global networks and incredible team, we’re building a technology-enabled ecosystem that is as diverse and dynamic as our investor network. As we progress on this ambitious journey, we’re looking for energetic and creative people to support and leave their mark on our platform.

Before Applying

Alta, formerly known as Fundnel, is SoutheastAsia’s largest digital marketplace for alternative investments. AltaAlternative Investments Ltd is regulated in Singapore by the Monetary Authorityof Singapore as a capital markets services license holder and an exemptfinancial advisor. In 2022, Alta acquired digital securities exchange HgExchange, bringing its private capital markets, fund management, and exchangebusinesses under one roof. Through its blockchain-powered exchange (previouslyknown as Hg Exchange), Alta is also able to support tokenization, digitalcustody, and trading of alternative assets.

Since 2016, Alta has completed over 1,000transactions valued in excess of US$600 million and has created access for investors to invest in over US$22 billion worth of mandated opportunities globally.

Alta is headquartered in Singapore and operates several offices across Southeast Asia including Malaysia, Indonesia and India. For more information, visit https://alta.exchange/

Job purpose

We are looking for an energetic individual with a sense of patience, empathy and are passionately communicative to join our global Client Success team, mainly serving our regional clients across Singapore, Malaysia and Indonesia. Our ideal candidate is someone genuinely excited to help customers and will be responsible for the first level of interaction with clients on all digital channels inclusive of email and enquiries via our website regarding Alta products, events, and services.

Additionally, the Client Success team coordinates with our product, compliance and private capital markets teams to optimize the quality of user interactions and onboarding processes to  maintain an efficient and seamless process. Retaining excellent customer service and long lasting relationships with our stakeholders is a must.

The right candidate will be a result oriented, team-playing and empathetic person that is passionate about serving a global investor base. You will need to understand the brand’s tone and personality in communicating to retail, accredited investors, as well as institutional investors, and understand how to articulate the value and competitive advantages of Alta’s digital marketplace to our clients.

You will need to be comfortable handling difficult client situations, with the intention to end each interaction with positive outcomes.

Roles and responsibilities

• Responding toqueries about Alta that are in the public domain
• Providing clearinformation on Alta’s product/services, answer questions, and resolve anyemerging problems that our customer accounts might face with accuracy andefficiency
• Escalating andliaising account-related matters to other departments, mainly the Private CapitalMarkets and Product teams
• Consistently adopting a deep understanding of the Alta’s business arms, which include exchange, private capital market, and fund management services
• Build, maintain and refresh the frequently asked questions bank and knowledge repository for the client success team
• Handling interactions primarily over text channels (i.e. chat, email, etc), but also handle calls to clients
• Contacting active and inactive users, highlighting important and relevant articles and key features of our product
• Assist with the communications with clients who are investing in live deals, which  organisation and execution of key marketing and client outreach events
• Maintain oversight over status of requests and service-level agreements for responding
• Coordinate with sales and research to create targeted corporate communications and events
• Maintain Intercom CRM database of accounts and generate thorough engagement reports
• Ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

You’ll be a great fit for us if you

• Bachelor’s degree
• 1-3 years of sales or client servicing experience
• High level of familiarity with financial markets and investment research
• Demonstrated commitment to customer service
• Enthusiastic and motivated self-starter with team player attitude and orientation
• Strong organizational skills
• Excellent English verbal / written communication skills
• Excellent Excel and Macro skills
• Ability to handle chat apps (e.g. Intercom), CRM tools (Salesforce CRM, Pardot, HubSpot),documentation tools (MS Word, Google Docs)