Head of Client Relationship Management, North America

Head Of Client Relationship Management, North America New YorkThe 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 SpecificationLead & Develop the CRM TeamSet 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.Own Regional Client Relationship HealthOversee all key client relationships, ensuring strong stakeholder connectivity and proactive risk management.Maintain governance cadence for Tier 1 and strategic accounts.Drive Revenue GrowthOwn retention and growth targets (pricing, cross-sell, scope expansion).Ensure CRMs identify, progress, and convert pipeline opportunities.Support account-level profitability and pricing improvements.Strengthen Two-in-the-Box ExecutionEmbed CRM/CSM collaboration.Partner with Operations to enhance service performance and escalation management.Support Executive Sponsor EngagementCoordinate Executive Sponsor participation across Tier 1 accounts.Ensure issue escalation and senior alignment.Cross-Functional LeadershipAlign with Sales, Ops, Product, and Finance to ensure a unified Apex experience.Act as the client's internal advocateSkills 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 CompetenciesStrategic, commercially oriented thinkerStrong communicator with executive-level gravitasData-driven and operationally disciplinedHigh emotional intelligenceProactive and action-focusedSuccess MeasuresRevenue retention and expansionReduction in client escalationsAdoption of CRM governance and account-planning standardsClient satisfaction and relationship healthCRM team performance and capability developmentTier 1 account growthWhat 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 opportunitiesWe 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.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.