#-LI-REMOTE

Location: US -OR- Canada (REMOTE) #-LI-REMOTE

We Give You A World of Potential

We have a unique opportunity for a Certified Equity Professional (CEP) to contribute their talents and strengths to our team as a Client Experience Analyst.

Before we tell you more about the role, it’s important for you to know a few things about the department that make this such a great place to work, as well as Computershare as a whole.

• Fueled by Venture Capital and Private Equity investment, Private Markets has become the growth engine for economies around the globe. Serving many of the world’s fastest growing companies, from start-up through IPO and beyond, Computershare provides the widest range of equity, governance and compliance services to help founders achieve their dreams. Our flagship SaaS solution, GEMSpm, provides our clients and their investors visibility into cap tables, employee equity plans and associated financial reporting.
• We offer fantastic career development and put a lot of time into training and qualifications to ensure the continuous development of the team.

So, now that you know this is a tremendous department in a company that truly supports their employees, I’m sure you’ll want to find out more about the role and what you’ll be involved in.

A Role You Will Love

The Client Experience Analyst is responsible for the delivery of high-quality service to clients ensuring that the day-to-day resolution of queries are responded to accurately and with agreed timeframes. The Client Experience Analyst will also work closely with other internal staff to ensure all client activity is actioned and reviewed to meet strict deadlines and service delivery levels.

Some of your key responsibilities will include:

• Resolve client inquiries in a timely and professional manner by leveraging our internal case management system (Salesforce and Intercom).
• Act as a point of escalation for day-to-day operations of the support team.
• Maintain an in-depth understanding of the software platform as well as industry standards (including GAAP, IFRS, Cap Table and complex equity compensation plans). Provide insight and quality responses for all inbound requests.
• Review incoming requests and identify trends/patterns across customer base in order to identify issues as well as potential solutions.
• Identify, reproduce, and document bugs for the product and development teams.
• Assist with product development by testing new features and bug fixes, as well as understanding and speaking on behalf of client user experience.
• Manage and deliver projects focused on the implementation of new clients, this includes data conversation/migration/load to the system, as well as training and configuration.
• Participate, and Manage where appropriate any special initiatives that don’t fit into the standard client servicing and implementation models.
• Create, maintain and update procedure documents, provide analysis and support for special process improvements, project enhancements and education initiatives.

What Will You Bring to The Role?

The role will operate within defined technical and operational procedures, which require proficient knowledge and awareness on how to apply them. Knowledge for the role will be pre-existing or acquired through on the job training and experience. A good understanding of how the wider team works together to successful achieve their team and wider department goals and objectives. The role holder also requires basic understanding of external competitor products and services in order to support continuous improvement and project related activities.

Other education and key skills required for the role include:

• Level 1 - Certified Equity Professional (CEP) certification (REQUIRED).
• Continued pursuit and designation beyond level 1 CEP (PREFERRED).
• Bachelor's degree (B. A.) from four-year college or university; at least 4 years related experience and/or training in the industry or equivalent.
• Strong understanding of Private Company Services, such as cap table, waterfall analysis, equity compensation and round modelling, preferred shares and convertible notes. Basic understanding of a company lifecycle from starting out to pre-IPO.
• Requires tact and diplomacy when dealing with challenging clients, complaints, or sensitive issues. Where supporting continuous improvement or project related activity the role holder will need to communicate across teams clearly and effectively within same department.

A Company to Be Proud Of

Computershare (ASX:CPU) is a world leader in financial administration with over 14,000 employees across 21 different countries delivering expertise to over 40,000 clients. At Computershare, it’s more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of the world of opportunities we have available. With infinite possibilities, we could take you anywhere.

Rewards You Will Love

Employee Share Plan. Set aside salary to purchase shares in our company and you’ll increase your investment when you receive a generous company contribution towards additional shares.

Health and Wellbeing. Our health and wellbeing rewards can be tailored to support you and your family.

Save for Your Future. We will support you along your retirement savings journey.

Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.

Employee Discounts. We’ve partnered with other organizations to offer you extra savings. Enjoy discounts with banks, car manufacturers, on flights, accommodation and days out as well as with many big brand shops.

Extra Rewards. From tuition reimbursement to cash bonus recruitment referral programs, our comprehensive benefits package offers a multitude of options.

Salary: 95,000 -130,000

A Diverse and Inclusive Place to Work

Computershare celebrates the diversity of our people, and we welcome applications from everyone.

We believe that having a culture of inclusion is essential in delivering good results. Attracting, retaining, and developing a diverse workforce where employees feel valued, respected, and empowered allows people to reach their full potential. As a business this diversity helps us to better reflect and understand our customers’ needs to allow us to drive better outcomes.

The more we value and draw upon different perspectives, the better equipped we'll be to solve the challenges of a constantly evolving business environment, and to fulfil the expectations of our customers around the world.

We are happy to accommodate individual needs during your application journey. If you require disability accommodations or adjustments, please email us at TalentAcquisition@computershare.com detailing your requirements and contact information.

Computershare is an equal opportunity employer. Regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.

Covid-Secure

We’ve kept our business running during the pandemic by moving most of our employees to remote working, and by creating and maintaining a safe environment for those people who need to be in the office. We carefully limit the amount of people at our locations and ensure that those who cannot work remotely are kept safe with proper distancing and protective equipment. Face coverings will be required when in an office per the Computershare COVID-19 Policy for US Employees.

In most circumstances we are currently performing all interviews, assessments, and background checks online to ensure the safety of everyone involved. Should you be successful in securing a role and it can be performed from home, we will arrange for equipment to be sent to you and your onboarding and training will be provided remotely.