Implementation Manager

FundApps•New York, NY

18h•Hybrid

About The Position

About the Team The Client Services team at FundApps is made up of 23 people with roles in Implementation, Client Success and Client Experience (CX). Teams are based in our offices in London, New York and Singapore. We have a passion for excellent client service and set the bar high. In seeking to expand the team further, we are looking for an Implementation Manager in New York who can help us scale the business whilst continuing to maintain our high client satisfaction rating (currently 100%) and market-leading Net Promoter Score (NPS) of 58. The Role Reporting to the Lead Implementation Manager in New York, you will be responsible for ensuring clients can use the services they’ve signed up for as quickly as possible. This includes onboarding new clients and adding new services for existing clients. The key areas of focus for the Implementation Manager are the governance of the implementation project, and assisting with the technical system setup by providing subject matter expertise throughout each stage of the implementation. Whilst speed of delivery is an important success factor for this role, the overall client experience is a much higher priority. So while the role requires technical expertise, the key requirements are client-facing, softer skills, and ensuring that we provide the best service possible to our clients - a stellar list of 150+ financial institutions across the globe. We strive to provide the best service, guidance and support possible to these clients, which includes 5 of the world’s 10 largest hedge funds, some of whom have been with us since the start (10+ years).

Requirements

Relevant experience in a similar role, preferably within a financial SaaS, FinTech or RegTech company.
Financial industry knowledge and experience of working with asset managers, hedge funds, pension funds and/or banks.
A track record of successfully managing multiple and simultaneous complex implementation projects with demonstrated understanding of project scheduling, scope management, resource management, issue tracking, and escalation management.
Proven ability to learn required technical and financial knowledge relating to FundApps e.g. manipulating XMLs, using APIs, financial instruments, trading terminology.
Experience managing numerous stakeholders with different levels of seniority and different priorities.
Advocate for clients, whilst balancing it with “what’s best for FundApps and the broader client base”.
Ability to adapt to change quickly and handle a fast-paced, growing environment.
Excellent communication (written and verbal) and organisational skills.
A passionate, dedicated and solutions-focused attitude.
A real thirst for knowledge and a desire to constantly improve - FundAppers are a curious bunch of people!

Responsibilities

Ensure a consistently excellent client experience by planning, scheduling, and managing the implementation from project kick-off through to go-live.
Create a bespoke implementation plan (using our template) based on the client’s product suite, profile and objectives.
Facilitate recurring meetings with the client where you act as both a product SME and project manager, to ensure the client is meeting their project milestones and objectives.
Guide the client through the data and technical requirements to build out XML/CSV files and configure APIs.
Proactively anticipate potential project blockers and challenges, and then find solutions and own the delivery.
Contribute to our company goals and team success by proactively identifying opportunities to improve workflows and processes.
Use your expertise to share best practices and mentor more junior colleagues.
Help facilitate cross-team work and learning, both through formal processes and channels, and by identifying areas to help and offer your support.
Work closely with and manage key internal stakeholders across Client Success, Product, Engineering and Regulatory teams to ensure smooth onboarding.

Benefits

Work/life balance with flexible hybrid working
Private medical and dental insurance
Wellbeing benefits such as private health insurance, life insurance, a flexible stipend and mental health coaching
Peer micro-bonuses through Bonusly
$1,300 learning budget each year and unlimited professional development leave
Peer-led ‘Brown-bag lunch’ learning sessions and annual Learning Festival
25 days holiday leave + an extra day next year if you use it all + an extra day after 3 & 5 years
5 Years @ FundApps - additional 4 weeks paid holiday leave during your 5th year as a FundApper
26 weeks leave for all new parents regardless of gender, location or family structure
Volunteering leave
Birthday off