Head of Client Relationship Management, North America

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

Head of Client Relationship Management, North America
New York

Description

The Head of Client Relationship Management, North America, leads the regional CRM organisation and is accountable for client relationship excellence, retention, and revenue growth across the US and Canada. The role drives execution of Apex’s Client Success Model, strengthens senior‑level client engagement, and ensures the CRM team consistently delivers a high‑quality, commercially focused client experience

Job specification

Lead & Develop the CRM Team

• Set strategic direction and build a high‑performance CRM culture.
• Coach CRMs on client engagement, governance discipline, and commercial accountability.
•  Ensure consistent use of Apex’s account planning, reporting, and CRM frameworks.

2. Own Regional Client Relationship Health

• Oversee all key client relationships, ensuring strong stakeholder connectivity and proactive risk management.
• Maintain governance cadence for Tier 1 and strategic accounts.

3. Drive Revenue Growth

• Own retention and growth targets (pricing, cross‑sell, scope expansion).
• Ensure CRMs identify, progress, and convert pipeline opportunities.

• Support account‑level profitability and pricing improvements.

4. Strengthen Two‑in‑the‑Box Execution

• Embed CRM/CSM collaboration.
• Partner with Operations to enhance service performance and escalation management.

5. Support Executive Sponsor Engagement

• Coordinate Executive Sponsor participation across Tier 1 accounts.
• Ensure issue escalation and senior alignment.

6. Cross‑Functional Leadership

• Align with Sales, Ops, Product, and Finance to ensure a unified Apex experience.
• Act as the client’s internal advocate

Skills Required:

• 15+ years in financial services with direct client management responsibility.
• Proven leadership of a client relationship or commercial team.
• Strong commercial acumen.
• Executive presence.
• Understanding of fund administration and related services.
• Understands the business and its challenges, and can translate business needs into HR solutions.

Preferred:

• Experience in global, multi‑jurisdiction environments.
• Exposure to scaling teams, operational change, or M&A integration.
• Familiarity with Salesforce.

Key Competencies

• Strategic, commercially oriented thinker
• Strong communicator with executive‑level gravitas
• Data‑driven and operationally disciplined
• High emotional intelligence
• Proactive and action‑focused

Success Measures

• Revenue retention and expansion
• Reduction in client escalations
• Adoption of CRM governance and account‑planning standards
• Client satisfaction and relationship health
• CRM team performance and capability development
• Tier 1 account growth

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

We pride ourselves in our commitment to fostering a connected and inclusive culture, all our opportunities at Apex have four (4) days in office requirement.

Salary ranges from USD $250,000 – USD $325,000. Compensation within this range is dependent on individual's skills, experience and qualifications.

Additional information:

We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatmen