Senior Client Experience Manager

About the Team

At FundApps, our Client Services team is a powerhouse of over 20 professionals specialising in Implementation, Client Success, and Client Experience, spread across London, New York, and Singapore. The Client Experience (CX) team is the backbone of our 24x5 client support operations, working within a Follow-the-Sun model to deliver exceptional service globally.

With a client satisfaction rating of 100% and a Net Promoter Score (NPS) of 58, we are proud of the deep trust we’ve earned from our clients. Now, we’re looking for a Senior Client Experience Manager in London to guide, mentor, and scale the team as we continue our journey of growth and innovation.

Your Mission

At FundApps, we’re committed to building a team that’s as exceptional as the clients we serve. Your mission is to oversee a global team of 5 Client Experience Analysts, driving strategic improvements, maintaining operational excellence, and ensuring our clients receive top-tier support.

This role is an exciting opportunity for a dynamic leader ready to shape the future of our CX team and play a key role in scaling our global operations without compromising the personal touch that sets FundApps apart.

• Lead and Empower a High-Performing Team: Inspire, mentor, and champion the CX team, ensuring they have the skills, tools, and support to succeed. Oversee day-to-day operations, from client interactions to resolving escalated issues with professionalism and poise.
• Drive Strategic Enhancements: Set and execute the vision for the CX team, aligned with Client Services and company goals. Promote self-service and automation, leveraging our Help Centre and AI tools to improve efficiency and satisfaction.
• Foster Operational Excellence: Refine client support processes to maintain our industry-leading CSAT scores and operational standards. Ensure that team workflows, tools, and documentation are accurate, effective, and up-to-date.
• Improve Client Experience: Partner with Product, Regulatory, and Engineering teams to resolve systemic issues, enhance client experience, and implement product improvements. Work with CSMs to ensure seamless client handoffs for complex matters.
• Champion People Processes: Recruit, onboard, and develop talent within the CX team, nurturing a culture of continuous learning and collaboration. Manage performance, provide feedback, and foster team engagement and retention.

• Proven Leadership: Experience leading a global client support or CX team within a B2B SaaS environment, ideally supporting complex products or services. Demonstrated ability to inspire and guide teams, particularly in a fast-paced and evolving environment.
• Technical & Industry Expertise: Proficiency with tools like Zendesk, Intercom, or similar ticketing systems; experience analysing XML files, APIs, and other technical troubleshooting tasks is a plus. Familiarity with asset managers, hedge funds, pension funds, or banks is highly desirable.
• Strategic Mindset: A forward-thinking approach to scaling operations while preserving exceptional client experiences. Strong problem-solving and decision-making skills, with a keen eye for identifying process improvements.
• Exceptional Communication: Outstanding written and verbal communication skills, with the ability to simplify complex concepts and navigate challenging conversations with empathy and authority.
• Data-Driven Approach: Strong analytical skills with experience using data to inform decisions and measure success.

Salary

The range for this role is £70,000-80,000 depending on experience. If you get warm fuzzy feelings about what we're trying to achieve at FundApps, then we want to hear from you!

A couple of important details

We require permission to work in the UK without sponsorship. We work hybrid and ask that new FundAppers work at our shiny London office 3 days per week during the first 6 months to make the most of getting to know the business and other FundAppers.

About FundApps

FundApps is a company powered by experts, with a client community of 1000s and a culture underpinned by ethics. Oh - and we make the best regulatory software so our clients can  “get a good night’s sleep now they have FundApps’❃[real client quote]

Many lawyers, ex-regulators, info sec and other experts work for the B Corp that is Fundapps. We are all about future-proofing our compliance monitoring and reporting software so we can always monitor the £19trn (and growing) of AuM for the industry’s most active and happy global compliance community [we get top notch NPS + CSAT scores year after year].

Good people, good business, good ethics. We are FundApps.

Life at FundApps

🕐 Work/life balance with flexible hybrid working

💚 Wellbeing benefits such as private health insurance, a flexible stipend and mental health coaching

💰 Matched pension contribution up to 10%

💰 Peer micro-bonuses through Bonusly

🎓 £1,000 learning budget each year and unlimited professional development leave

💡 Peer-led ‘Brown-bag lunch’ learning sessions and an annual Learning Festival

🚢 25 days holiday leave + an extra day next year if you use it all + an extra day after 3 & 5 years

🧳 5 Years @ FundApps - additional 4 weeks paid holiday leave during your 5th year as a FundApper

👶 26 weeks leave for all new parents regardless of gender, location or family structure

❤️ Volunteering leave

🎁 Birthday off

👩🏾🌈👦🏼🌏👵🏼👳🏽👽

We are proud of the diversity of all FundAppers - it makes us strong. We provide flexibility around religious observances and embrace a variety of cultural celebrations! If you’re looking for a workplace where you can just be yourself, you’re in the right place.

Your privacy

Any information you submit through our job application process will be used for the purposes of assessing your fit for a role at FundApps. We may also retrieve and store information from your public social media profiles for the same purpose. By applying for this position, you consent to your data being processed in accordance with the FundApps privacy policy.