Client Relationship Director - Bilingual (English/French)

Apex Group Ltd; Montreal; On-site; CAD 120,000 - 150,000; Full time

Job summary

A global financial services firm in Montreal is seeking a Director - Client Relationship Management to build long-term relationships with clients and ensure service delivery. Ideal candidates should have 10+ years of experience in client-facing roles and a strong understanding of fund administration. This position offers competitive remuneration and opportunities for training and development.

Benefits

Competitive remuneration

Training and development opportunities

Qualifications

• 10+ years of experience in client-facing roles within fund administration or financial services.
• Strong knowledge of fund structures, NAV calculation, and investor services.
• Experience with hedge funds, private equity, or institutional clients preferred.

Responsibilities

• Develop a deep understanding of clients’ strategy and future demands.
• Maintain existing client relationships and ensure revenue growth.
• Identify cross-selling opportunities and manage client satisfaction.

Skills

Client-first mindset

Communication

Project management

Problem-solving

Organizational skills

Education

Bachelor’s degree in Accounting, Finance, Business, or related field

Tools

Advent Geneva

Investran

Job description

Director - Client Relationship Management (Montreal)

Description

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 are 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.

Job specification

• Develop a deep understanding of the clients’ strategy, goals and future demands, maintain existing client book and ensure that the revenues of the client portfolio grow, both in volume and in profitability.
• Achieve this by ensuring a high standard of service delivery and identifying growth opportunities.

Target Outcomes of the Role and the CRM Team

• Relationship Management – Build long-term relationships with existing clients, maintain regular exchange, and advise how Apex can support growth plans.
• Answer clients’ questions in a solution-oriented manner.
• Collect regular client feedback and share with internal teams as appropriate.
• Manage, monitor and assure client satisfaction; collaborate with internal teams to address client needs.
• Revenue Growth – Identify cross-selling opportunities; ensure Apex remains the client’s preferred partner.
• Client profitability – Assess and assure client profitability; assist in cash collection; monitor 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 and anticipate future issues with clients.
• Engage with Senior 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 escalation of queries.
• Develop relationships with C-Suite / key client contacts.
• CRM / Account Plan creation; SLA creation, monitoring and KPI reporting.
• Cross-segment/pillar coordination and collaboration.
• Establish client communication matrix / escalation routes and happiness reviews in the CRM Account Plan.
• Revenue enhancement – cross-sell products and services to existing clients.
• Financial discipline – debtors, billing, pricing, profitability, scope analysis.
• Manage SLA breaches and conflicts; ensure rapid resolution of client matters.
• Onboarding – collaborate with onboarding/sales to set up new clients.
• Project manage new initiatives or client remediation plans/changes.
• Ensure CHR rating is accurate and reflects client views.
• Assist in resolving complex matters, adding value to clients.

Skills Required

• Bachelor’s degree in Accounting, Finance, Business, or related field (CPA or CFA preferred)
• 10+ years of experience in client-facing roles within fund administration, fund accounting, or financial services
• Strong knowledge of fund structures, NAV calculation, financial reporting, and investor services
• Familiarity with fund accounting systems such as Advent Geneva, Investran, or similar platforms
• Excellent interpersonal and communication skills with a client-first mindset
• Strong project management, problem-solving, and organizational skills
• Ability to manage multiple priorities and work across functional teams
• Experience working with hedge funds, private equity, or institutional clients preferred

What you will get in return

• A genuinely unique opportunity to be part of an expanding large global business
• Competitive remuneration commensurate with skills and experience; Training and development opportunities

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 status, responsibilities for dependants, or disability. Hiring decisions are based on skills, qualifications and experience.

We measure our success by delivering great products and services, increasing assets under administration and market share, and by the positive impact we have on people, society and the planet. For more information on our CSR commitment, please visit: theapexgroup.com/csr-policy/