Client Relationship Management Director

Apex Group Ltd•Toronto, ON

2d•Hybrid

About The Position

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.

Requirements

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

Responsibilities

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.
Ensure a high standard of service delivery and identify growth opportunities.
Build excellent long-term relationships with existing clients, maintaining regular exchange with them and advising them on how Apex can support their growth plans.
Answer clients’ questions in a solution oriented manner.
Collect regular feedback from clients and share it with the internal teams as appropriate.
Manage, monitor and assure client satisfaction.
Collaborate with internal teams to address customers’ needs.
Identify cross selling opportunities with existing clients.
Ensure Apex is and remains client’s preferred partner.
Assess and assure client profitability.
Assist in cash collection.
Monitor scope of service.
Represent Apex Group to the client for all services / segments.
Act as the primary point of contact adding value to the client relationship.
Manage current issues / head off future issues with their clients.
Engage 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.
Act as the primary point of contact for clients, including query escalations.
Develop C-Suite / Key Contact relationships with clients.
Create CRM / Account Plans.
Create, monitor SLA and generate KPI reporting.
Coordinate and collaborate across segments / pillars.
Establish client communication matrix / escalations routes.
Ensure happiness reviews are in place and logged in the CRM Account Plan Board.
Enhance revenue through cross-selling of products and services to existing clients.
Maintain financial discipline regarding debtors, billing, fees, pricing, profitability, and scope analysis.
Manage SLA breaches, conflicts, and communications to the Client, ensuring matters are resolved rapidly.
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.