Customer Success Apprenticeship L7 - Funds-Axis Limited

Job Description

Reporting to: Director, Relationships

Funds-Axis’ Mission is to be routinely identified as a leading trusted provider of global funds technology to the Investment Management industry.

Our Vision is to transform the industry approach to investment compliance, risk, and regulatory reporting by offering a highly efficient and secure, multi-modular technology platform backed up by the highest levels of expert regulatory support and service.

Our clients are leading global asset managers, administrators, and depositary banks. This market is growing strongly, reflecting increasing regulatory demands and the need for technology solutions.

As a result of continued growth, we are actively recruiting an ambitious, sociable, intelligent Client Relationship Manager with initiative, a strong work ethic, excellent communication skills and analytical skills.

KEY RESPONSIBILITIES

Client account management

Attending client meetings and managing a portfolio of clients as agreed by the Director of Relationships.
Managing client contracts and associated documents, ensuring renewals are promptly handled. Ensuring robust terms are agreed on initial contracting and as part of any renewal. Identifying opportunities to improve current legal agreements on a case-by-case basis.
Arranging and coordinating the annual client feedback survey.
Maintaining a Service Level Plan and Risk Register per client and reporting key KPIs to the Director of Relationships.

Upsales and new business sales

Identifying and managing upscale opportunities for your client base, following our sales process end to end independently.
Taking on new business opportunities as assigned to you, following our sales process end to end independently.
Building up a strong knowledge base of our range of products and services, and delivering excellent product demos to clients online and in person.
Engaging in and leading product campaigns, supporting client and prospect communications and doing the appropriate follow-ups to ensure clients and prospects are aware of the different products and services Funds-Axis have to offer.

Governance

Preparation of reports on key KPIs for review by the Director of Relationships/clients/Board/team as appropriate, using the support of other teams as required:
- Client quarterly SLA reports
- Monthly Board Report
- Monthly/weekly Salesforce reports

Leading the input to the weekly relationships team huddle
- Priorities
- Upcoming travel
- Communications for the week
- Ad-hoc projects update

Maintenance of Salesforce in line with the highest standards and per internal policy on account management, sales campaigns, lead generation, quality management etc.

Understanding client issue logs and working with the Investment Compliance & Risk Manager to ensure these are dealt with in line with SLAs and weekly/monthly BAU calls are happening

Ownership of actions arising from all client meetings, and managing these through to completion supported by a weekly cross-team meeting. This will include reporting on actions' status internally and to clients.

Reviewing and maintaining our client product matrix and arranging demos of new/in-scope products to existing customers in scope.

Supporting and engaging with the continuous improvement of our sales and relationships processes

Supporting the Operations team in building their relationship management skills, and working closely with them to ensure continued client satisfaction

Marketing and events

Supporting the marketing team with social media engagement, product campaigns etc
Client Christmas gifts planning and delivery – in line with the agreed budget
Event coordination:
- Organising the annual corporate / technology roadmap event
- Organising the annual client and prospect social event

WHY CHOOSE US?

In return for your commitment, we offer a strong remuneration package and significant opportunities to grow and develop as our business expands, including:

33 days vacation leave per annum (prorated if starting during the leave year). This includes all bank holidays/statutory days.
5.5% employer contribution pension
Healthcare and life insurance
Progressive maternity and paternity pay
Work with a great team
Travel opportunities
Work with leading international finance companies
First-class training package
Excellent career progression opportunities
Free, secure city centre parking onsite

Person Specification

You will have prior 2+ years of experience in a similar domain.
You will be responsible for ensuring continued client satisfaction across the Funds-Axis product range, including travelling and visiting clients in line with agreed service levels. You will safeguard our revenue and retain our customers.
You will also be responsible for upselling Funds-Axis technology, consultancy and research products to those clients.
You will be adaptable and hard-working, and demonstrate strong communication skills in relations with your team and the Director of Relationships.
You will deliver client support through the Company Mission and Vision and in a manner supportive of the Funds-Axis Values and Business Culture.

Applicable courses

Whilst you are applying to an employer through Workplus you must apply directly to the training providers to secure your place on the apprenticeship course.

Business in TechnologyUlster University

Description

The first of its kind in the UK, the new MSc Business in Technology (MBT) was created to meet the increasing demand for technology professionals to lead, influence and develop strategies for transformation and organisational growth.

The course is ideal for people experienced in a technology or tech-led project roles who want to progress their careers in senior management and leadership in the technology or professional services sector.

Co-designed with industry, we have created an extremely relevant and practical course, ensuring a close fit with the skills required by employers. The course is built around a triangle of business understanding, human insights, and technical capability. You will cover topics such as business analysis, structured problem solving, stakeholder and client management, influencing and leadership, transformation management and tech and data science.

The course uses a mix of applied theory, practical teaching and ‘real world’ project-based learning to develop the business acumen and leadership skills required to manage and lead transformation and sustainable change. This course encourages collaboration and building a community of learners, providing the opportunity to explore ideas, network, and learn with like-minded people.

You’ll graduate with the advanced business and leadership skills highly relevant to organisations engaging with technology-led transformation and innovation.

Attendance

This is a 3-year part-time course that requires you to attend a 1 x 3-hour weekly class and study pre-recorded video tutorials in your own time.

Modules

Year one

Business Analysis and Consulting

Year: 1

The aim of this module is to provide the skills and capabilities required to undertake effective business analysis to manage and implement change. It focuses on developing the practical, evaluative and analytical skills required to influence and develop strategy and performance that achieve sustainable outcomes. Subjects covered in include business analysis tools and processes, understanding and evaluating business needs, business problem solving, benefits realisation and impact measurement.

Stakeholder and Client Management

Year: 1

This module aims to enable participants to apply the principles and practices of effective stakeholder and client management, particularly in implementing sustainable change and delivering sustainable outcomes. The module will develop the skills and capabilities required to influence and manage key stakeholders and manage clients. Subjects covered include stakeholder analysis, client and stakeholder management and influencing and negotiating.

Year two

Consultancy in Practice

Year: 2

This module aims to develop and apply valuable business analysis and consulting skills; in particular, business investigation and analysis, reporting, benefits realisation and stakeholder and client management. The module uses project-based learning methodologies to provide students with an understanding of how business analysis and consulting skills and knowledge can be applied to a 'real life' consulting project. This is particularly relevant to students requiring an understanding of business analysis to strengthen their progression on a management career path within the Business Analyst/Consulting sector.

Transformation in Practice

Year: 2

This module provides an opportunity for students to apply the principles and practices of transformation management and leadership through a live consulting project. The module uses work-based learning to provide students with real-life work experiences where they can apply transformation management and leadership theories, concepts and tools. The module also explores the role and application of tech and data in transformation.

Leadership and Transformation

Year: 2

This module provides students with in-depth knowledge of leading transformation within the organisational context. It will equip students with an in-depth understanding and ability to critique and appreciate the key concepts and theories of leadership development in the context of transformation management and building and leading teams for effective transformation execution.

Strategy and Transformation

Year: 2

This module aims to provide students with an understanding of strategy and transformation in a range of organisational contexts. It will provide students with an understanding of how tools and techniques can be applied in the planning and implementation of strategy and transformation.

Capstone Transformation Project

Year: 2

The Transformation Project enables students to apply the theoretical concepts encountered on the MSc Business and Technology (MBT) to a "live" management issue. In doing so they choose appropriate research methodologies, gather data and make conclusions and recommendations to the host organisation.

Tech and Data Science in Consulting

Year: 2

This module aims to explore a variety of data storage, management and analysis paradigms in order to enables students to effectively understand the OSEMN data science pipeline.

Within this module, the OSEMN pipeline will be applied to obtaining meaning and insights from an array of disparate data sources which align to the definition of big data.

Tech Operations in Transformation

Year: 2

This module aims to explore a range of modern development and deployment concepts in the context of scalable cloud computing infrastructure such as AWS and Azure.

Within this module concepts such as containerisation, Continuous Integration, Continuous Delivery, cloud architectures and infrastructure will be explored.

Year three

Business Research Skills

Year: 3

Research is imperative for implementing change, transformation management and making informed business decision making. The aim of this module is to facilitate an understanding of the main concepts and principles of research in a leadership, change and transformation context. The module develops the student's understanding of how to source, interpret and analyse business information and data. It considers how the information is reported and utilised for the purposes of business or organisational development.

Complex Project Management

Year: 3

This module provides an understanding of project management and project management
methods. The module covers four the project management process, managing complex projects, processes, the project environment, project teams and budgets.

Transformation Consultancy Project

Year: 3

The Transformation Project enables students to apply the theoretical concepts encountered on the MSc Business and Technology (MBT) to a "live" management issue. In doing so they choose appropriate research methodologies, gather data, develop a project plan and make conclusions and recommendations to the host organisation.

Award

MSc

Validated By

Ulster University

Eligibility

18+ Partially Funded

Entry Criteria

Applicants must:

(a) have gained

(i) an Honours or non-Honours degree from a University of the United Kingdom or the Republic of Ireland, or from a recognised national awarding body, or from an institution of another country which is recognised as being of an equivalent standard; or

(ii) an equivalent standard in a Graduate Certificate or Graduate Diploma or an approved alternative qualification;

and

(b) provide evidence of competence in written and spoken English (GCSE grade C or equivalent);

In exceptional circumstances, as an alternative to (a) (i) or (a) (ii) and/or (b), where an individual has substantial and significant experiential learning, a portfolio of written evidence demonstrating the meeting of graduate qualities (including subject-specific outcomes, as determined by the Course Committee) may be considered as an alternative entrance route. Evidence used to demonstrate graduate qualities may not be used for exemption against modules within the programme.

English Language Requirements

English language requirements for international applicants
The minimum requirement for this course is Academic IELTS 6.0 with no band score less than 5.5. Trinity ISE: Pass at level III also meets this requirement for Tier 4 visa purposes.

Ulster recognises a number of other English language tests and comparable IELTS equivalent scores.

Duration

Start Date

Thursday 12 September 2024

End Date

Sunday 28 June 2026

Progression Pathway

The MSc Business in Technology programme is highly relevant in today’s marketplace with an increasing demand for technology professionals with business and leadership skills. This course will provide you with the skills and knowledge necessary to transition to senior management and leadership roles, particularly in the technology and professional services sector.