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Client Relationship Director - Bilingual (English / French) page is loaded

Apply remote type Onsite locations Montreal_JPL time type Full time posted on Posted 4 Days Ago job requisition id JR-0013031

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.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.

Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

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. Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.

Your career with us should reflect your energy and passion. That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience. Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities. For our business, for clients, and for you.

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 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

• 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
• 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
• 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

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
• Exceptional 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, 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 /

Description :

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Disclaimer : Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.

Our Story

About Apex Group

We are dedicated to driving positive change in financial services while fuelling the growth and ambitions of asset managers, allocators, financial institutions, and family offices. Established in Bermuda in 2003, the Group has continually disrupted the asset serving industry through our investment in innovation and talent. Today, we set the pace in asset servicing and stand out for our unique single-source solution and unified cross asset-class platform which supports the entire value chain, harnesses leading innovative technology, and benefits from cross-jurisdictional expertise delivered by a long-standing management team and over 13,000 highly integrated professionals.

We’re a people-powered business, and our people are full of ambition. Together, we’re inspired to lead the new era of data and tech enabled service. Bringing new products and services to market. Sharpening our client focus. Disrupting the market to exceed expectations. Innovating across a range of specialisms. With our focus on making a difference to our people, our planet and our society, you’ll experience more here than you would at most other companies.

Working at Apex

Prepare to accelerate.

We’re a people-powered business with a vision to inspire a new era of service-led FinTech. We’re expanding globally and offering more to our clients. This means you get more opportunities to grow with us. So prepare to accelerate. We’ll make sure the time and effort you put in takes you further, faster.

Positive change starts with you.

We’re a people-powered business with a vision to inspire a new era of service-led FinTech. We’re expanding globally and offering more to our clients. This means you get more opportunities to grow with us. So prepare to accelerate. We’ll make sure the time and effort you put in takes you further, faster.

The journey is yours to own.

When you stretch yourself, you grow. We want you to explore ways of working that will see you thrive as part of something bigger. We’ll help you with a solid structure, challenging projects, vibrant networks, supportive colleagues and approachable leaders. All the things you need to own your unique journey.

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