What are the responsibilities and job description for the Client Relationship Manager position at Apex?

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 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 / KPI monitoring in partnership with Operations and Product. Ensure the clients view of the service matches the Apex view of the service.

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

Participate in new client pitches presenting the CRM model alongside Sales, Product, Operations.

Responsibly manage your pipeline on Salesforce Monthly

Operation Salesforce in accordance with Apex Policy

We pride ourselves in our commitment to fostering a connected and inclusive culture, all our opportunities at Apex have five (5) days in office requirement.

Salary ranges from USD $150,000.00 - 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.

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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 souring model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.

Salary : $150,000 - $200,000

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