DescriptionFundGuard is seeking a Client Operations Support Analyst to help deliver live production support for our financial institution clients. Reporting to the Director of Customer Success, this role sits on the post-sales support team and is a great fit for a fund accountant looking to bring their industry knowledge into the SaaS technology space. You'll be a go-to resource for clients as they use the FundGuard platform, applying your fund accounting expertise to investigate and resolve issues, and working closely with Product, Engineering, and Implementation to help improve platform performance and the overall client experience.
Key Responsibilities- Use hands-on fund accounting experience to support clients' daily operations, including calculating and validating NAVs, performing cash and position reconciliations, processing income and expense accruals, reviewing security pricing, and accounting for corporate actions.
- Develop a deep understanding of the FundGuard platform and how it supports fund accounting workflows, building your technical skills in a fast-paced SaaS environment where the product is continuously evolving.
- Investigate and resolve client support tickets, applying fund accounting knowledge to troubleshoot issues and escalating to senior team members when needed.
- Help triage production issues by gathering details, documenting findings, and working with Engineering and Product to support timely resolution, while keeping clients updated on progress.
- Build strong working relationships with day-to-day client contacts, sharing feedback and ideas that could help clients get more value from the platform.
- Assist with client system upgrades, including testing, validation, and post-upgrade checks, to help minimize disruption to client operations.
- Follow established support processes and service standards and suggest improvements based on what you see in day-to-day client work.
- Collaborate with Product, Engineering, and Implementation teams by flagging recurring client issues and sharing insights that help improve the client experience.
What Success Looks Like- Within your first few months, you know the FundGuard platform well enough to resolve most client tickets independently, using your fund accounting background to pinpoint root causes and escalating when needed.
- Clients see you as a reliable, responsive contact who keeps them informed during production issues and explains technical problems in terms of their NAVs, reconciliations, and daily operations.
- You actively contribute to making the platform and support function better, documenting solutions, spotting recurring issues across clients, and sharing practical feedback with Product and Engineering that leads to fewer repeat tickets and a smoother client experience over time.
Requirements• 3-5 years of experience in fund accounting or fund administration, either at an asset manager, fund administrator, custodian, or in financial services public accounting.
• Hands-on experience with NAV calculation and review, cash and position reconciliations, income and expense accruals, security pricing, and corporate actions.
• Experience using fund accounting or general ledger systems such as Advent Geneva, InvestOne, Simcorp, Moltifunds, or Arcesium, along with strong Excel skills.
• Exceptional written and verbal communication skills to explain complex financial tech to non-technical users
• A knack for building repeatable workflows, writing internal documentation, and training others
• Strong problem-solving skills and attention to detail, with the ability to investigate breaks and explain findings clearly to any audience.
• Bachelor's degree in Accounting, Finance, or a related field, with an interest in fund accounting technology.
• Comfortable operating independently in a fast-scaling environment
