Senior Customer Success Associate

Senior Client Success Associate

Help protect clients and the firm by strengthening investor due diligence for alternative funds. In this senior individual contributor role, you'll take ownership of complex onboarding and refresh activities, partner across teams to resolve issues, and strengthen controls. You'll help drive process improvements and reporting that support a well-managed program and a positive client experience.

As a Senior Client Success Associate in the Alternative funds services team, you will support investor onboarding and periodic refresh casework for alternative funds by applying anti-money laundering (AML) and know-your-customer (KYC) requirements and identifying control considerations that improve outcomes. You'll independently manage higher-complexity work, partner with stakeholders to deliver high-quality results on time, and help strengthen processes, reporting, and risk and control routines across the program.

Manage incoming case requests and deliver timely, accurate responses aligned to AML/KYC regulatory requirements and internal policies for investor onboarding and periodic refresh related to alternative funds. Own complex or escalated casework, driving resolution through effective stakeholder partnership and clear documentation of outcomes and rationale. Identify potential control or compliance issues and provide appropriate escalation and recommendations to support decision-making. Perform quality checks on assigned deliverables and support consistent execution by sharing best practices and practical guidance with peers. Produce standard and ad hoc reporting and presentation materials that support AML/KYC initiatives and management routines. Support the design, implementation, review, and reporting of AML/KYC projects and initiatives that strengthen the investor due diligence program. Develop and implement solutions (process, controls, and/or systems) to address identified gaps and support transition to business-as-usual execution. Execute assigned deliverables with attention to quality and timeliness, escalating risks and issues and recommending mitigants as needed. Maintain up-to-date knowledge of AML/KYC requirements and risk and control principles; apply relevant standards and best practices consistently.

Bachelor's degree or equivalent relevant experience. Minimum 3 years of experience in financial services (controls, audit, quality assurance, operational risk management, and/or AML/KYC), including experience supporting investor onboarding and periodic refresh for alternative funds (e.g., hedge funds and private equity funds). Experience independently managing end-to-end onboarding and refresh casework, including handling exceptions, escalations, or higher-complexity scenarios through to documented resolution. Demonstrated ability to perform analytical review and root-cause assessment across AML/KYC, compliance, and risk topics. Demonstrated ability to exercise sound judgment, raise concerns, and provide constructive challenge when appropriate. Ability to communicate clearly in writing and verbally with stakeholders at different levels. Ability to manage multiple concurrent requests or projects in a fast-paced environment while meeting deadlines. Proficiency in Microsoft Office (Word, Excel, PowerPoint).

Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes. Preferably direct transfer agency and alternative fund servicing experience. AML/KYC regulatory experience and investor onboarding experience.