Client Implementation Manager

FundApps is a SaaS scale-up that helps investment managers monitor and comply with worldwide regulations. We were one of the world's first "RegTechs" and we're shaking up an entire industry. Our clients love what we do (as proved by our Net Promoter Score of 45) and this has led to phenomenal, consistent revenue growth. Scottish Equity Partners completed a significant growth equity investment in May 2021 and became minority investors in FundApps.

Our first area of focus was to help managers with Shareholding Disclosure, a complex regulatory problem without a decent solution in the market. We were first to license legal information from aosphere, an affiliate of Allen & Overy, which underpins our rules. Since that time, our product has become the undisputed market leader for the management of Shareholding Disclosure. We have also added new ground-breaking services - Sensitive Industries and Position Limits - and in 2020, introduced Rapportr to make reporting simple for our clients.

In 2018, we became a Certified B Corporation and in 2019 were recognised as a B Corp 'Best for the World' Honoree - highlighting our commitment to doing good by our people, the environment and the community. We've also won multiple accolades from organisations such as Wired, The Financial Technologist, World Economic Forum and Deloitte. In total we monitor over $14 trillion in assets under management every single day - this represents ca. 15% of global assets - for clients ranging from hedge funds to some of the world’s largest asset managers, and we're just getting started

We're a growing team of smart, friendly people with over 30 nationalities at last count. We have offices in London, New York and Singapore and remote employees spread across the globe. Keep scrolling to learn more

**The role**

The Client Implementation & Success team sits within the broader Client Services team and has overall responsibility for ensuring clients are getting as much value as possible, and as quickly as possible, from our products and services.

The key focus of this role is client outcomes and ensuring our clients believe they’ve achieved a significant return on investment. This is a hybrid role, including both the implementation of FundApps products and services, as well as day to day client success responsibilities.

You can expect each day to be different, thanks to the constantly evolving nature of our business but the responsibilities will always remain the same: helping clients obtain value from our services by ensuring a smooth implementation whilst enhancing understanding, adoption and usability.

Commercial responsibility for client renewals and retention lies with the Account Management team, but the Client Implementation and Success Manager’s job is to ensure maximum client satisfaction from an operational perspective, so that clients won’t even consider leaving FundApps. Turning more and more clients into loyal promoters, as measured by our exceptional Net Promoter Score (currently 45) is the ultimate goal.

**What you'll be working on**:

- Creating a bespoke implementation plan based on agreed services and client objectives, both for new and existing clients
- Owning a portfolio of clients from initial phases (implementation) through to ‘go-live’ and being their ‘go-to’ person at FundApps from a day-to-day/operational perspective
- Ensuring clients have the best possible experience of FundApps from the moment they kick off the implementation and guiding the client through the data and technical requirements to build out XML/CSV files and configure APIs
- Guiding them through the aggregation structure set up during implementation phases
- Gaining a deep understanding of each client in your portfolio, how they use our products and ensuring they get the most value from them
- Establishing appropriate governance of the client relationship - including recurring project management calls, quarterly business reviews, monthly calls and running training modules
- Working closely with internal stakeholders across Product, Engineering and Regulatory content teams to ensure smooth onboarding and improvement of features/functionality and product enhancement requests
- Managing larger, more complex incoming client issues for your portfolio of clients, including the interpretation of market specific rules
- Identifying gaps and potential issues for each client, before they become a problem
- Acting as an escalation point for incidents that impact your portfolio of clients
- Ongoing deep dive sessions with clients to help them understand functionality and features
- Proactively monitoring client environments to check for anything problematic or to help them get more value from our services
- Sharing knowledge with the rest of the CS team either in terms of product, industry or best practice
- Helping train new team members
- Promoting our client community and encouraging participation from clients
- Organising regular and ad