“I can succeed as a Technology User Proxy & Success Associate at Capital Group.”

The Technology User Proxy & Success Analyst will be the primary point of contact for customers and will work closely with cross-functional teams to evaluate product outputs and provide continuous feedback. They will help to define customer experiences in the form of user support and training. They support the product roadmap to meet the defined vision. They help to measure product and business metrics to understand their customers’ ongoing needs, increase adoption, and drive business value. They also continuously test and learn so they can support new features and products that will surprise and delight their customers.

Role Description

Investment Group User Support & Success:

• Ensure high levels of user satisfaction and successful product use.
  • Act as the primary contact for customer inquiries/issues and provide personalized communication through issue resolution processes.
  • Provide expert-level support to resolve technical issues and/or shepherd issues to technical teams to resolve, ensuring timely and effective solutions.
  • Proactively engage with users to ensure effective product use tailored to their preferences.
  • Lead the onboarding process for new IG members, ensuring users are comfortable using our products. Conduct webinars, training sessions, and create educational resources.
• Act as a user advocate
  • Share issues and feedback with product and engineering teams.
  • Be a thought partner and an active advocate in product review, sprint planning, and grooming with product and engineering teams.
• Continual improvement of user support and success processes
  • Identifies and implements iterative improvements to user support and success processes, ensuring all user inquiries are addressed promptly and efficiently.
  • Ensure user support or success processes are aligned with product goals, vision, and requirements; make necessary adjustments
  • Authors high quality comprehensive knowledge base resources and documentation for internal and external use.
• Provide ad hoc reporting and analysis for various stakeholders and identify automation opportunities with engineering teams.

Investment Group User Proxy Testing:

• Validate and evaluate product/system outputs, ensuring quality with a human-in-the-loop.
  • Determine evaluation criteria based on a deep understanding of users, value propositions, and use cases.
  • Provide reporting and analysis to internal stakeholders (e.g., product managers, engineers, data scientists).
  • Offer feedback to improve products/systems, including opportunities for automation.
  • Collaborate with engineers to design human-in-the-loop requirements.
• Generate real-world examples for implementation processes.
  • Create and validate high-quality examples to facilitate implementation.
• Collaborate with engineers to replicate/automate the process.
  • Specify requirements for replication / automation
  • Define clear success criteria and process outputs / deliverables

“I am the person Capital Group is looking for.”

• Experience: Minimum of 2 years in customer support, technical support, or customer success roles within a SaaS environment.
• Technical Skills: Strong technical aptitude and the ability to quickly learn and understand software products.
• Tools: Proficiency with CRM systems, customer support tools, and ticketing systems. Experience troubleshooting online platforms is a plus.
• Data analytics: Proficiency with data analytics tools (e.g., SQL).

Preferred Qualifications:

• Bachelor’s degree in finance, Business, Computer Science, or related field
• Previous experience in financial services, asset management, or SaaS companies
• Familiarity with the software development life cycle and agile/ITIL methodologies.
• Knowledge of regulatory requirements in the financial services industry

Southern California Base Salary Range: $103,977-$166,363

In addition to a highly competitive base salary, per plan guidelines, restrictions and vesting requirements, you also will be eligible for an individual annual performance bonus, plus Capital’s annual profitability bonus plus a retirement plan where Capital contributes 15% of your eligible earnings.

*Temporary positions in Canada and the United States are excluded from the above mentioned compensation and benefit plans.

We are an equal opportunity employer, which means we comply with all federal, state and local laws that prohibit discrimination when making all decisions about employment. As equal opportunity employers, our policies prohibit unlawful discrimination on the basis of race, religion, color, national origin, ancestry, sex (including gender and gender identity), pregnancy, childbirth and related medical conditions, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, citizenship status, AIDS/HIV status, political activities or affiliations, military or veteran status, status as a victim of domestic violence, assault or stalking or any other characteristic protected by federal, state or local law.

Through nine decades, Capital Group’s goal has been to improve people’s lives through successful investing. We know that our history is a testament to the strength of the people we hire. Private ownership allows us to keep our eyes on the long term while more than 7,800 associates in 30+ offices around the world help our clients and each other grow and thrive every day.