Client Relationship Director

We’re a leading Investor Services group offering end-to-end services in administration, accounting, reporting, regulatory and compliance needs of the investment sector worldwide.  We employ a global workforce of 5,800+ people across 25 jurisdictions and have assets under administration (AUA) exceeding US$750 billion. We work with 13 of the world’s top-15 private equity firms. 

Our services are underpinned by a Group-wide commitment to ESG and best-in-class technology including a global data platform and innovative proprietary tools supported by in-house experts.                                                                          

Above all, what makes us different is our people. Operating as trusted partners to our clients, we deliver intelligent solutions through a combination of technical expertise and strong relationships based on deep client understanding. 

We’re driven by our Group purpose, to power people and possibilities. 

Connect/Discover:  

• Ensure deep connectivity at client’s executive, management, and operational levels  
• Fully understand political landscape in client organization  
• Fully understand client requirements and strategic direction  
• Deep engagement with client to ensure mutual value and measure IQEQ value proposition vs client value criteria  
• Fully understand and leverage overall IQEQ enterprise to ensure connectivity within the client organization  
• Identify and work on company operational areas of improvement to increase client engagement efficiency and structuring. 

Strategy & Tactics:   

• Coordinate internally to ensure uniform communication with client 
• Lead rigorous ongoing Client Review process ensuring strategic alignment with client    
• Fully understand complete IQEQ product scope and value proposition  
• Leverage key personnel from across IQEQ globally to provide greater breadth and depth of connectivity to client  
• Fully understand and triangulate competitive landscape for purposes of client retention 
• Produce client plans for all Tier 1 and Tier 2 clients for which the CRD is responsible 
• Work to foster a seamless client experience and build efficiencies through supporting integration efforts. 
• Support cross-jurisdictional collaboration by participating in steer-co initiatives  

Value Proposition: 

• Establish and evolve a client specific value proposition and ensure it is unique and differentiating.  
• Spearhead preparation and presentations to client of all proposals and presentations    
• Draw on expertise of the wider IQEQ organization to fully leverage complimentary solutions and intellectual capital for existing clients  

Ongoing Activities:   

• Own the client strategy, primary relationship contact, and overall quality of engagement with client  
• Continuously broaden our connectivity across the client’s business and across the C-suite to ensure we are viewed by the client as a partner integral to their business’ operating model    
• Lead annual Strategic Relationship process coordinating executive team members from both organizations to review client’s strategic plans and our response  
• Coordinate internal approach ensuring full knowledge of all client initiatives and issues    
• Work closely with Client Operations ensuring client’s expectations are fully understood and met  
• Responsible for communicating relationship issues to senior management teams across IQEQ while leading our response to the client  
• Provide client feedback regarding product functionality and future trends to business heads  
• Manage client escalations  
• Manage all contractual agreement negotiations.  
• Constantly explore and develop upsell opportunities in conjunction with Business Development   

• Bachelor/Master Degree in Finance or Business Administration or higher degree 
• 8/10 years of experience in alternative investment management industry with sizable experience in commercial function  
• In depth understanding of investment management and alternative products with a particular focus to Private Equity and Venture Capital 
• Evidence of commitment to high standard of customer service based on understanding needs and delivering solutions 
• Proven ability to handle key account management plans, foster a culture of feedback, manage portfolio attrition and secure significant organic growth 
• Ability to handle cross border commercial pitches and work closely with commercial teams across the globe to secure impressive mandates 
• Excellent leadership and management skills and outstanding ability to act as a team player and promote teamwork and collaboration 
• Good knowledge of the alternative investment toolbox, product specificities and rationale, regulatory environments and operational implications 
• Strong coordination skills to ensure all the units and internal stakeholders work cohesively 
• Ability to track profitability and assess and deliver on financial KPIs 

Salary based on experience and location ($120,000-$150,000) and full benefits package offered.

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OUR COMMITMENT TO YOU AND THE ENVIRONMENT 

Sustainability is integral to our strategy and operations. Our sustainability depends on us building and maintaining long-term relationships with all our stakeholders – including our employees, clients, and local communities – while also reducing our impact on our natural environment.  

There is always more we can, and should do, to improve – whether in relation to our people, our clients, our planet, or our governance. Our ongoing success as a business depends on our sustainability and agility in a changing and challenging global landscape. We’re committed to fostering an inclusive, equitable and diverse culture for our people, led by our Diversity, Equity, and Inclusion steering committee. 

Our learning and development programs and systems (including PowerU and MyCampus) enable us to invest in growing our employees’ careers, while our hybrid working approach supports our employees in achieving balance and flexibility while remaining connected to their colleagues. We want to empower our 5,800+ employees - from 94 nationalities, across 25 countries - to each achieve their potential.  Through IQ-EQ Launchpad we support women managers launching their first fund, in an environment where only 15% of all private equity and venture capital firms are gender balanced.  

We’re committed to growing relationships with our clients and supporting them in achieving their objectives. We understand that our clients’ sustainability and success leads to our sustainability and success. We’re emotionally invested in our clients right from the beginning.