What you will be responsible for
Operational Support - Act as the first point of contact for Alto Invest client queries, providing L1 support to clients and L2 support to Alto Trustee clients.
Triage, manage and resolve tickets in line with agreed SLAs, keeping clients informed on progress, workarounds and timelines.
Carry out initial issue diagnosis, including business impact assessment, log review, pre-production testing and identification of possible workarounds or configuration changes.Prioritise and coordinate tickets in line with CSM guidance, acting as the functional liaison and operational lead for clients. Manage client communications during incidents and planned maintenance across MO and trading-related modules and processes. Progress client requests and change requirements through to closure, including CRR workflow support, impact analysis and collaboration with R&D, CSM and RM.
Consulting & product expertise - Act as a trusted advisor on business process design, recommending best practice to maximise client use of the platform. Support client visits and adoption workshops with CSM and RM, identifying and passing relevant upsell opportunities to the RM. Contribute to product communities across the Front, Risk and Trustee domains. Participate in client meetings, visits, and adoption workshops alongside the CSM and RM.
Knowledge management - Create and maintain technical and functional documentation for relevant modules to support knowledge retention across the team. Promote knowledge sharing and enablement within the CS team. Work closely with Business Line and R&D teams through regular embedment in the analyst domain.
Governance & communication - Contribute to production reviews with clients where analyst tickets require focus. Participate in weekly Customer Success team meetings to provide CSP updates. Support the collection of KPIs for service reviews.
What we value for the role
- Knowledge of the front-to-back value chain and functional analysis capabilities.
- Knowledge of SQL and financial products.
- Strong troubleshooting, root cause analysis and incident management skills.
- Excellent client-facing communication, stakeholder management and presentation skills.
- Track record of translating technical issues into business impact and recommendations.
- Strong organizational skills and the ability to manage competing priorities in a fast-moving environment.
- Energetic and responsive; client-oriented with strong interpersonal skills.
