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iCapital
New York, NY, USA
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Jobs//New York City, NY//Data + Analytics//

Global Platform Operations - Analyst / Associate

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Employer Provided Salary: 60,000-100,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.

iCapital is powering the world’s alternative investment marketplace. Our financial technology platform has transformed how advisors, wealth management firms, asset managers, and banks evaluate and recommend bespoke public and private market strategies for their high-net-worth clients. iCapital services approximately $180 billion in global client assets invested in 1,441 funds, as of February 2024.

iCapital has been named to the Forbes Fintech 50 for seven consecutive years (2018-2023); a three-time selection by Forbes to its list of Best Startup Employers (2021-2023); and a three-time winner of MMI/Barron’s Solutions Provider award (See link below). 

About the Role

We are seeking an Analyst / Associate for the Global Platform Support and Operations team within our Client Success vertical. This role sits at the center of iCapital's mission, focusing on enhancing operational scalability, driving innovation, and ensuring the delivery of exceptional support experiences to our clients and partners. You will become an expert and advisor on the iCapital platform while striving for operational excellence. 

This role is not just about individual performance, but also building strong client relationships and becoming strategic problem solvers together with our team leads and associates. It's a highly collaborative role, with a strong focus on improving our clients' overall health and satisfaction and operational processes as a team.

Responsibilities

  • Act as the primary contact for clients, managing inquiries and optimizing their platform experience. Prioritize and categorize requests for efficient resolution.
  • Address a wide range of client concerns, utilizing technical skills and in-depth platform knowledge.
  • Meet and exceed service level agreements and performance targets through effective queue management.
  • Work with internal teams to escalate and resolve high-priority issues, ensuring quick resolution.
  • Enhance and maintain product documentation and internal resources to support platform users.
  • Develop and maintain expert knowledge of the iCapital platform, educating clients and internal teams.
  • Maintain fund collateral and offerings to keep the platform updated with varying alternative investment products.

Qualifications

  • 1-6 years of experience in a client-facing role providing technical support for a Fintech platform or SaaS product
  • Proven ability to analyze complex technical problems, breaking them down into actionable steps and driving them toward a resolution
  • Convey complex concepts clearly and concisely to a diverse audience
  • Collaborative team member who proactively seeks ways to improve client satisfaction and operational efficiency, contributing positively to our team culture and client success
  • Strong troubleshooting, analytical, and problem-solving abilities and able to collaborate cross-functionally in a fast-paced environment
  • Experience with support ticketing tools and a strong foundation in technical troubleshooting
  • Patient and client-centric approach to delivering technical and platform support
  • Strong verbal and written interpersonal skills, explaining complex concepts straightforwardly and transparently to clients and internal parties with limited knowledge of the topic
  • Thrive in a fast-paced, dynamic environment, demonstrating flexibility, and able to quickly adjust to new challenges and priorities
  • Client-focused approach in support scenarios

Benefits

The base salary range for this role is $60,000 to $100,000.  iCapital offers a compensation package which includes salary, equity for all full-time employees, and an annual performance bonus. Employees also receive a comprehensive benefits package that includes an employer matched retirement plan, generously subsidized healthcare with 100% employer paid dental, vision, telemedicine, and virtual mental health counseling, parental leave, and unlimited paid time off (PTO).

We believe the best ideas and innovation happen when we are together. We offer most employees the flexibility to work in the office three or four days. Every department has different needs, and some positions will be designated in-office jobs, based on their function. 

For additional information on iCapital, please visit https://www.icapitalnetwork.com/about-us  Twitter: @icapitalnetwork | LinkedIn: https://www.linkedin.com/company/icapital-network-inc | Awards Disclaimer: https://www.icapitalnetwork.com/about-us/recognition/

 iCapital is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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headshot of icapital Global Head of Diversity, Equity and Inclusion Rachel Cheeks-Givan
Rachel Cheeks-Givan
Global Head of Diversity, Equity and Inclusion
A BIG VISION
Striving to make an impact in an inclusive way
iCapital’s Global Head of Diversity, Equity and Inclusion Rachel Cheeks-Givan has had a tenure featuring big milestones, like rolling out an overarching DEI strategy, iBelong at iCapital (rooted in four pillars: colleagues, culture, community, and clients), and creating a Global DEI Governance Committee and a Global DEI Steering Committee. With more plans ahead, there’s no sign of slowing down. “Our aspiration is to be the most inclusive organization in the world, as diverse as the society around us, where everyone feels safe and valued for their unique perspectives and experiences,” she said.
iCapital’s Global Head of Diversity, Equity and Inclusion Rachel Cheeks-Givan has had a tenure featuring big milestones, like rolling out an overarching DEI strategy, iBelong at iCapital (rooted in four pillars: colleagues, culture, community, and clients), and creating a Global DEI Governance Committee and a Global DEI Steering Committee. With more plans ahead, there’s no sign of slowing down. “Our aspiration is to be the most inclusive organization in the world, as diverse as the society around us, where everyone feels safe and valued for their unique perspectives and experiences,” she said.
iCapital is deeply committed to diversity, equity, and inclusion in everything we do. We believe strongly that diverse perspectives lead to greater collaboration, innovation and growth for our business, our clients and, ultimately, our people.
FURTHER THE BUSINESS
Exploring opportunities to innovate
“My favorite element of iCapital’s culture is its dedication to innovation,” said SVP of Technology Shay Hasnat. And that commitment is underscored by a current project about which Hasnat is excited: bringing together multiple applications into what Hasnat called a “unified platform” that will help users engage with a breadth of investment vehicles. It’s a project that Hasnat said has both big potential for users and iCapital. “It unlocks our ability to innovate and reproduce success in one part of the business by leveraging the technologies and services created by another,” Hasnat said.
“My favorite element of iCapital’s culture is its dedication to innovation,” said SVP of Technology Shay Hasnat. And that commitment is underscored by a current project about which Hasnat is excited: bringing together multiple applications into what Hasnat called a “unified platform” that will help users engage with a breadth of investment vehicles. It’s a project that Hasnat said has both big potential for users and iCapital. “It unlocks our ability to innovate and reproduce success in one part of the business by leveraging the technologies and services created by another,” Hasnat said.
Our company culture offers a unique combination of an innovative and fast-paced start-up environment but with the stability and reputation of a well-established financial firm.
Shay Hasnat
SVP of Technology
Ilona Herbst
VP of Corporate Reporting and Head of Equity
INVESTING IN THE TEAM
Professional growth you can bank on
Lateral moves can facilitate big growth. That’s the case for finance leader Ilona Herbst, who spent her starting years at iCapital as executive assistant to CEO Lawrence Calcano — which Herbst called “a uniquely privileged opportunity” — before moving to corporate finance a few years ago. “iCapital culture is to promote from within. The flexibility of the company enabled me to grow into the new role and to develop new processes and workflows,” she said. Further, Herbst said recent career path dialogue with her managers touched on certifications to obtain for supporting her career.
Lateral moves can facilitate big growth. That’s the case for finance leader Ilona Herbst, who spent her starting years at iCapital as executive assistant to CEO Lawrence Calcano — which Herbst called “a uniquely privileged opportunity” — before moving to corporate finance a few years ago. “iCapital culture is to promote from within. The flexibility of the company enabled me to grow into the new role and to develop new processes and workflows,” she said. Further, Herbst said recent career path dialogue with her managers touched on certifications to obtain for supporting her career.
I feel encouraged by management and their support of my career path and the ability to openly discuss it.
headshot of icapital Global Head of Diversity, Equity and Inclusion Rachel Cheeks-Givan
headshot of icapital Global Head of Diversity, Equity and Inclusion Rachel Cheeks-Givan

What are iCapital Perks + Benefits

Culture
Volunteer in local community
The Philanthropy Committee has been leading our company’s efforts to support organizations such as Northwell Health and City Harvest, which have been serving on the frontlines within our communities
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
Remote work program
All employees have the opportunity to work remotely on Thursday or Friday of each week. In addition, employees have four weeks available to them to work remotely throughout the year.
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
A 100% employer paid benefit
Vision insurance
A 100% employer paid benefit
Health insurance
To help lower the cost of employee monthly healthcare premiums, we offer a rich benefits program that's generously employer subsidized
Life insurance
Wellness programs
We partner with United Healthcare Oxford and offer their Sweat Equity Program for gym reimbursement
Mental health benefits
We offer First Stop Health, an employer paid benefit, providing 24/7 telemedicine and virtual mental health counseling to both employees and their families
Financial & Retirement
401(K)
401(K) matching
We match 100% of an employee's contributions up to 3% of their annual gross salary
Company equity
Employee stock purchase plan
We allow qualified employees to purchase company shares.
Performance bonus
Pay transparency
Child Care & Parental Leave
Generous parental leave
Family medical leave
Vacation + Time Off
Unlimited vacation policy
Paid volunteer time
Paid holidays
Paid sick days
We offer unlimited sick time to all full time employees
Flexible time off
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
We host monthly themed happy hours
Home-office stipend for remote employees
All new employees receive a laptop, computer monitor, keyboard, and mouse. As we continue to work remotely during COVID-19, we have provided all employees with necessary computer accessories
Mother's room
Professional Development
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education available during work hours
Paid industry certifications
The certificate provided is related to the employee's role and considered a necessity for them to perform their job function.
Personal development training
View full list of perks + benefits
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