Client Success Specialist

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 Tocan Customer Success Specialist will oversee the deployment of solutions for clients, ensuring successful onboarding and adoption while providing ongoing support and customer success services. This role combines technical expertise, process analysis, and exceptional customer service to help clients achieve their desired outcomes.

Responsibilities: 

• Initial analysis and documentation of customer implementation requirements;
• Collaborate with clients to understand their needs and configure solutions accordingly;
• Coordinate project timelines, deliverables, and milestones;
• Test and validate system configurations to ensure alignment with requirements;
• Liaising directly with the FAC product team to ensure customer requirements are met;
• Go live support;
• Troubleshoot and resolve technical issues promptly and professionally;
• Work closely with internal teams to escalate and resolve complex issues;
• Be an enthusiastic and flexible part of an evolving team and help us to grow and improve our capabilities as our customer base and product range expands.

Skills Required:

• With 2-5 years relevant experience.
• An experienced Business Analyst, Implementation Analyst or Customer Success Manager/Analyst;
• Experience working with Financial Markets software ideally with a  knowledge of Know Your Client, Investor Onboarding and Transfer Agency is preferred;
• A self starter, able to work independently and as part of a team and has a diligent, organised and detail focused approach to their work;
• Highly motivated with excellent communication skills and  with the ability to work under pressure to deadlines - often in support of clients in different time- zones;
• Experience of implementation projects;
• Ability to manage multiple projects simultaneously and work under tight deadlines.

Further Considerations

• Shift Pattern: This role requires flexibility to work in shifts dependent on client time-zones.

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