Client Services Associate (Fintech SaaS, Private Equity) (f/m/x)

Location: Germany, England, Turkey<\/span><\/span><\/span><\/b>
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CEPRES<\/span><\/span><\/span><\/b> is the leading and fastest\ngrowing digital platform for private capital markets, the fastest growing\ninstitutional asset class of sovereign wealth funds, insurers, pensions,\nendowments and more. This global institutional client base benefits from our\nunique and award\-winning investment data & solutions connecting 1,000s of\nmarket professionals via the CEPRES secure investment data network.<\/span><\/span><\/span>
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\u200b<\/span><\/span><\/span>CEPRES<\/span><\/span><\/span><\/b> is headquartered in Munich\nwith offices in New York, Denver and London. Our team is incredibly diverse and\nentrepreneurial with over 20 nationalities. We value smart and innovative\npeople who work effectively in a team environment and think strategically,\nwhilst solving day\-to\-day challenges.<\/span><\/span><\/span>
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With\nmajor expansion to our client base and use cases, we are seeking a Client Services Associate to support our clients in the successful operations of\nour solution.<\/span><\/span><\/span>
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About The\nrole<\/span><\/span><\/span><\/b>
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The<\/span> <\/span><\/span><\/span><\/span>Client Services Associate<\/span><\/span><\/span><\/b> <\/span><\/span>is responsible for delivering high\-quality, responsive day\-to\-day client support across CEPRES<\/span> <\/span><\/span>Platform.<\/span><\/span><\/span> <\/span><\/span><\/span>
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The role acts as a<\/span> <\/span><\/span><\/span><\/span>first and second\-line operational interface<\/span><\/span><\/span><\/b> <\/span><\/span>between clients and internal teams, ensuring:<\/span><\/span><\/span> <\/span><\/span><\/span>
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Timely issue resolution<\/span><\/span><\/span><\/span>
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Accurate data and user administration<\/span><\/span><\/span><\/span>
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Efficient coordination across Product, Data Delivery, and Engineering<\/span><\/span><\/span> <\/span><\/span><\/span>
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This position sits at the core of the support function, supporting operational excellence, service reliability, and client satisfaction.<\/span><\/span><\/span> <\/span><\/span><\/span>
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Key Responsibilities<\/span><\/span><\/span><\/b><\/span> <\/span><\/span><\/span><\/span>
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1. Client Support & Service Desk Operations (Primary Focus)<\/span><\/span><\/span><\/b><\/span> <\/span><\/span><\/span><\/span>
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Monitor and manage shared service inboxes triaging incoming requests and resolving L1/L2 issues efficiently<\/span><\/span><\/span><\/span><\/span><\/span>
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Provide timely responses to client inquiries, ensuring clear communication and follow\-ups<\/span><\/span><\/span><\/span><\/span><\/span>
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Handle user and access management tasks (user creation, RBAC updates, permission changes)<\/span><\/span><\/span><\/span><\/span><\/span>
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Investigate and troubleshoot platform issues (e.g., missing users, access errors, configuration issues) <\/span><\/span><\/span><\/span><\/span><\/span>
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Escalate complex or technical issues to appropriate internal teams (Engineering, L3 support)<\/span><\/span><\/span><\/span><\/span><\/span>
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Support live chat channels and real\-time client interactions<\/span><\/span><\/span><\/span><\/span><\/span>
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Coordinate client data requests (e.g., fund, deal, or operational data) with internal teams and external stakeholders<\/span><\/span><\/span><\/span><\/span><\/span>
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Track deliveries and ensure deadlines are met, including managing external dependencies<\/span><\/span><\/span><\/span><\/span><\/span>
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Support onboarding activities, including template sharing and data readiness checks<\/span><\/span><\/span><\/span><\/span><\/span>
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Assist with data preparation, validation, and reporting activities<\/span><\/span><\/span> <\/span><\/span><\/span>
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2. Platform & CRM Administration<\/span><\/span><\/span><\/b><\/span> <\/span><\/span><\/span><\/span>
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Maintain and update<\/span> <\/span><\/span>Platform &<\/span> <\/span><\/span>CRM systems (leads, users, pipeline, activity records) in line with defined processes<\/span><\/span><\/span><\/span><\/span><\/span>
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Perform system configuration and administrative tasks related to user setup and platform usage<\/span><\/span><\/span><\/span><\/span><\/span>
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In collaboration with relevant SMEs, own the internal Platform Administration tool<\/span> <\/span><\/span>from the working business perspective<\/span><\/span><\/span><\/span><\/span><\/span>
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Monitor system notifications (registrations, reports, alerts) and trigger follow\-up actions where relevant<\/span><\/span><\/span> <\/span><\/span><\/span>
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3. Cross\-Functional Coordination<\/span><\/span><\/span><\/b><\/span> <\/span><\/span><\/span><\/span>
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Act as the<\/span> <\/span><\/span>Incident Manager, the<\/span> <\/span><\/span>operational bridge between: (Client Service, Data Delivery, Product & Engineering, <\/span><\/span><\/span>Sales /<\/span> <\/span><\/span>PreSales)<\/span><\/span><\/span> <\/span><\/span><\/span>
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Ensure requests are routed correctly and resolved within expected service levels<\/span><\/span><\/span><\/span><\/span><\/span>
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Support internal stakeholders with reporting, investigation, and issue resolution<\/span><\/span><\/span> <\/span><\/span><\/span>
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4. Service Quality, Documentation & Continuous Improvement<\/span><\/span><\/span><\/b><\/span> <\/span><\/span><\/span><\/span>
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Maintain accurate records of tickets, actions, and resolutions<\/span><\/span><\/span><\/span><\/span><\/span>
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Contribute to knowledge base articles, FAQs, and internal documentation<\/span><\/span><\/span> <\/span><\/span><\/span>
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Identify recurring issues and propose improvements to reduce ticket volume<\/span><\/span><\/span><\/span><\/span><\/span>
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Support adherence to defined service processes and compliance standards (e.g., ISO expectations)<\/span><\/span><\/span><\/span><\/span><\/span>
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Requirements<\/h3>
2\u20135 years in client support, SaaS operations, or service desk roles<\/span><\/span><\/span><\/span>
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Experience handling enterprise client requests and ticketing workflows<\/span><\/span><\/span><\/span>
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Strong troubleshooting skills across SaaS platforms and user access management<\/span><\/span><\/span><\/span>
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Familiarity with ticketing systems (e.g., Zoho Desk, Jira) and CRM tools<\/span><\/span><\/span><\/span>
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Experience with data handling, reporting, or platform configuration is a plus<\/span><\/span><\/span><\/span>
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Exposure to financial services, private equity, or data\-driven platforms <\/span><\/span><\/span><\/span><\/span>(preferred)<\/span><\/span><\/span><\/span><\/span><\/span>
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Strong <\/span>English <\/span>written and verbal communication (client\-facing). German <\/span>would be a plus<\/span><\/span><\/span><\/span><\/span>
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High attention to detail and accuracy<\/span><\/span><\/span><\/span>
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Ability to manage multiple requests and prioritize effectively<\/span><\/span><\/span><\/span>
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Collaborative mindset with strong stakeholder coordination skills<\/span><\/span><\/span> <\/span><\/span><\/span><\/span>
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Benefits<\/h3>
Career Path in Private Equity<\/span><\/span><\/span><\/b> <\/b>Step into one of the most in\-demand and exciting industries in finance today. With us, you'll experience unparalleled opportunities for career growth and promotions, receive regular feedback, and benefit from mentorship provided by an international team of passionate experts. Be part of a unique growth story and take on an exciting, challenging role in a dynamic global environment.<\/span><\/span><\/span><\/span><\/span>
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Culture That Drives Success<\/span><\/span><\/span><\/span><\/b> We are powered by core values that foster an entrepreneurial spirit, drive results, and empower ownership. At our company, collaboration and mutual support are at the heart of everything we do. Transparency in company goals ensures you\u2019re always part of the bigger picture.<\/span><\/span><\/span><\/span><\/span>
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Commitment to Our People<\/span><\/span><\/span><\/span><\/b> We care deeply about our team, offering outstanding benefits and opportunities to thrive in a diverse, inclusive, and international workplace<\/span><\/span><\/span><\/span><\/span>
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Compensation of attractive package<\/span><\/span><\/span><\/span><\/b> that reflects your skills, contributions, and growth potential.<\/span><\/span><\/span><\/span><\/span>
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