Client Operations Support Analyst

FundGuard • Boston, MA

15h

About The Position

FundGuard is seeking a Client Operations Support Analyst to provide live production support to financial institution clients. Reporting to the Director of Customer Success, this role is part of the post-sales support team and is suited to someone with fund accounting experience who wants to work in SaaS technology. The analyst serves as a resource for clients using the FundGuard platform, applying fund accounting expertise to investigate and resolve issues and collaborating with Product, Engineering, and Implementation to improve platform performance and the client experience.

The role involves supporting clients’ daily fund accounting operations, learning the FundGuard platform and its workflows, investigating support tickets, and helping triage production issues. The analyst keeps clients informed during issue resolution, builds relationships with client contacts, assists with system upgrades and related testing, follows and improves support processes, and shares recurring issues and client feedback with internal teams.

Success in the role means becoming able to independently resolve most client tickets, communicating clearly and responsively with clients about production issues, and contributing practical feedback and documentation that help reduce repeat tickets and improve the platform and support function.

Requirements

• 3–5 years of experience in fund accounting or fund administration at an asset manager, fund administrator, custodian, or financial services public accounting firm.
• 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.
• Strong Excel skills.
• Exceptional written and verbal communication skills, including the ability to explain complex financial technology to non-technical users.
• Ability to build repeatable workflows, write internal documentation, and train others.
• Strong problem-solving skills and attention to detail, including the ability to investigate breaks and explain findings clearly to different audiences.
• Bachelor’s degree in Accounting, Finance, or a related field.
• Interest in fund accounting technology.
• Comfort operating independently in a fast-scaling environment.

Responsibilities

• Use 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, while building technical skills in a fast-paced SaaS environment.
• Investigate and resolve client support tickets, troubleshoot issues using fund accounting knowledge, and escalate to senior team members when needed.
• Triage production issues by gathering details, documenting findings, collaborating with Engineering and Product on timely resolution, and keeping clients updated.
• Build working relationships with day-to-day client contacts and share 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 minimize disruption to client operations.
• Follow established support processes and service standards and suggest improvements based on day-to-day client work.
• Flag recurring client issues and share insights with Product, Engineering, and Implementation to help improve the client experience.
• Document solutions, identify recurring issues across clients, and share practical feedback that can reduce repeat tickets and improve the client experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level