Senior Client Relationship Manager (SVP)

Description

The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers. Apex has continually improved and evolved its product suite by surrounding these core administrative services with additional products spanning the full value chain of a fund; from information delivery and regulatory products to fund platforms and tax services. The globally distributed service model has rapidly expanded through a combination of organic growth and more recently bolstered by acquisition. Service is now delivered by over 10,000 staff across 50 offices. The Apex Group administers circa $2.3 trillion in assets, including the investments of some of the largest funds and institutional investors in the world

Client Relationship Manager (“CRM”)

Central to our Organization, CRM’s are the link between the operations teams and the clients, working with different people in the organisation to ensure that customers are satisfied with all our services.

You are an excellent communicator, who can grasp customer needs quickly. If you have an operational background and interested in moving to a Client Facing role delivering outstanding client service, in the best CRM team in the industry, then we want to speak to you.

The Role & Key Responsibilities

You will have to develop a deep understanding of the clients’ strategy, goals and future demands, being responsible for maintaining existing client book and ensuring that the revenues of the client portfolio grow, both in volume and in profitability.

You will achieve this by ensuring a high standard of service delivery and identifying growth opportunities.

Target Outcome of the Role and the CRM Team

Relationship Management

• Building excellent long-term relationships with existing clients, maintaining regular exchange with them and advising them on how Apex can support their growth plans;
• Answering clients’ questions in a solution oriented manner;
• Collecting regular feedback from clients and share it with the internal teams as appropriate;
• Managing, monitoring and assuring client satisfaction;
• Collaborating with internal teams to address customers’ needs;
  
  
  

Revenue Growth

• Identifying cross selling opportunities with existing clients;
• Assuring Apex is and remains client’s preferred partner;
  
  
  

Client profitability

• Assessing and assuring client profitability;
• Assisting in cash collection;
• Monitoring scope of service;
  
  
  

The CRM team primary day to day role;

• Represent Apex Group to the client for all services / segments
• Primary point of contact adding value to the client relationship
• Manage current issues / head off future issues with their clients
• Engaging with Senior Management within Apex Management to ensure successful delivery
• Prepare and plan client engagement effectively
• Identify client needs and bring Apex solutions to the client
  
  
  

The CRM team tasks;

• Primary point of contact for clients, including query escalations
• Developing C-Suite / Key Contact relationships with clients
• CRM / Account Plan Creation
• SLA creation, monitoring and generate KPI reporting
• Cross Segment / Pillar coordinating and collaboration
• Establish client communication matrix / escalations route are in place / Happiness reviews are in place and logged in the CRM Account Plan
• Board Directorship Responsibility
• Revenue enhancement – cross selling of products and services to existing clients
• Financial discipline – debtors, billing, fees, pricing, profitability, scope analysis
• Manage SLA breaches, conflict, communications to the Client ensuring matters are resolved rapidly
• Onboarding – work alongside onboarding / sales to establish new client setup
• Project manage new initiatives or client remediation plans / changes being rolled out
• Ensure CHR rating of the client is accurate and matches the views of the client
• Assist in the resolution of complex matters adding value to our clients
  
  
  

Our services focus on

• Fund accounting and financial reporting - Offering exceptional technical accounting and reporting capabilities tailored to the specific needs of structures and clients;
• Governance, management and control - Ensuring statutory duties and governance are undertaken with appropriate diligence;
• Administration of Private Equity structures - Delivering a responsive, client focused administration service.
  
  
  

What You Will Get In Return

• A high level of visibility within a large organisation on an upwards trajectory
• The ability to define marketing processes to drive innovation and have a tangible impact on the business
• Be part of a dynamic and fast-paced team that makes a genuine impact on revenue and sales pipeline.
• Exposure to all aspects of the business, cross-jurisdiction and to working with senior management directly.
• Opportunity to work with a diverse, agile and global marketing team.
• The opportunity to innovate, bring discipline to brand activity and really make a difference.
  
  
  

Additional Information

We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependants, physical or mental disability. Any hiring decision are made on the basis of skills, qualifications and experiences.

We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet.

For more information on our commitment to Corporate Social Responsibility (CSR) please visit https://theapexgroup.com/csr-policy/

Salary ranges from USD $125,000.00 – USD $200,000.00 plus additional variable uncapped compensation based on performance. Compensation within this range is dependent on individual's skills, experience and qualifications.