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Customer Success Associate - RSA

Allocator

Somerset West, Western Cape, South Africa Full-time Posted 7d ago
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Allocator: Allocator is a data technology company that provides an intelligence platform for institutional investors (LPs) in private markets. We help pension funds, endowments, foundations, family offices, and fund-of-funds transform how they manage and analyse their alternative investment portfolios across Hedge Funds, Private Equity, Venture Capital, Real Estate, and Private Debt. Using AI and other data automation systems, we collect, extract, digitise, standardise, and harmonise investment data from fund managers (GPs) across all formats and sources, including fund portals, email, and direct uploads. Our clients access unified portfolio views through our software platform, APIs, and Excel add-ins. We are an AI-forward business. AI assistants, automations, and modern data tooling are everyday parts of how we work, and we look for people who use them fluently as core tools rather than novelties. At Allocator, our people and culture are at the heart of our success. We strive for excellence through innovation in a collaborative and agile environment and are always looking for great people to join us in building the next generation of data management and analytics solutions for the alternative investment industry. About the Role: Customer Success at Allocator is how we make sure our institutional clients get more value from the platform, and high-quality fund data sits at the heart of that promise. As a Customer Success Associate, your day-one remit is manager relations. You are the first point of contact for the hedge funds and general partners who submit data to Allocator, and the analytical engine that makes sure their data arrives complete, on time, and accurate enough for our institutional clients to make decisions on. You will own a portfolio of manager relationships end to end and partner across Sales, Product, Technology, and the wider Customer Success team. This is a deliberately broad role that grows with you. It begins with a focus on manager relations, but as we continue to enhance our existing automation processes, it will expand into wider Customer Success work, including client support, customer onboarding, and direct client relationship management. You will use AI assistants and internal automations as everyday tools to chase down data, spot patterns, and remove the repetitive work you would rather not do by hand. We are looking for sharp, service-minded people with a genuine interest in investment management and private markets, who take initiative, enjoy solving problems, and want to grow into the next generation of our Customer Success team. Primary Job Responsibilities: * Own a portfolio of manager relationships, from first introduction through ongoing reporting, building long-term partnerships and securing timely, complete data submissions * Serve as the first point of contact for the hedge funds and GPs submitting data, communicating directly with them and keeping the Customer Success team informed * Own data coverage and quality across your portfolio, measured against clear KPIs for timeliness, completeness, and accuracy, and tracked through exception reporting that you analyse and act on * Lead end-to-end onboarding of new managers and funds, from introductory call through to the inaugural reporting cycle, working closely with internal data analysts to meet and exceed onboarding SLAs * Manage escalations when reporting channels break down, diagnosing the root cause, leading the conversation with the manager, and driving the issue through to resolution * Keep manager contact and fund details accurate and current in our Admin Portal, treating it as an active CRM that supports automation * Run recurring analysis of coverage gaps and systemic issues across the fund universe, with clear written recommendations to Product on opportunities for automation and process improvement * Partner with the wider Customer Success team, contributing onboarding statistics for client calls, running coverage checks during sales trials, and communicating client deadlines into the data team * Use AI assistants and internal automations as core daily tools to chase data, validate submissions, draft outreach, query data, and accelerate Excel-heavy work * Document processes, methodologies, and outreach materials so the function scales as the business grows * As automation reduces the manual side of manager relations, take on a broader Customer Success remit, including client support, contributions to onboarding programmes, and direct client relationship management Skills and Qualifications: * Bachelor's degree required, ideally in business, economics, finance, or a related discipline * A genuine interest in investment management and private markets, and a real curiosity about investment data; you do not need to be an expert, but you should understand the basics of how markets and funds work * A heart for service, taking pride in being responsive, reliable, and genuinely helpful to the people you work with, internally and externally * Proactive and resourceful, spotting problems and resolving them without being prompted, and treating repetitive manual work as an opportunity to improve a process rather than a status quo to accept * Analytical and detail-oriented, where working out why a fund's data is late or incomplete is engaging rather than tedious * Confident holding external counterparts, including GPs, fund managers, and operations teams, accountable to their commitments, and doing so with professionalism and credibility * Strong organisational and time-management skills, able to juggle a high volume of relationships, calls, and deadlines without losing the detail * A clear and concise written and verbal communicator, equally comfortable on a client call, in detailed analytical work, and in cross-functional discussions with Product and Technology * Comfortable using AI assistants and modern data tools day to day, or genuinely excited to learn * A builder's mindset and the resilience to work in a fast-growing business with evolving processes Desirable: * Experience in investor relations, project management, fund operations, or a data-adjacent role * Familiarity with fund portals, investment reporting, or data collection and delivery workflows * Exposure to the alternative investments industry and the LP/GP relationship * CFA, CAIA, or a master's in finance, or working towards one * Advanced Excel, or any experience with SQL, Python, or automation tools Other Benefits: * Professional development budget (e.g. CFA, CAIA) * Private medical cover * Pension plan contributions * Flexible working with regular team socials and events Allocator is committed to continuing to make diversity, equity, and inclusion part of everything we do, from how we build our products to how we build our workforce.

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