Manager, Client Communications

Role Overview

• Manage client communications holistically, aligning strategies across Apex teams to deliver information and clear messages to clients.
• Design and oversee a comprehensive client communication calendar to ensure coordinated, scheduled updates to clients
• Develop a strategy to tailor communications for different client contact roles, ensuring relevance and resonance.
• Identify modalities in which communications are delivered.
• Collaborate with the product team to incorporate client notifications seamlessly into the user experience of Apex Ascend technology.
• Maintain distribution lists with firm characteristics and role types so recipients receive relevant communications
• Partner across internal teams (e.g., product, marketing, product marketing, and operations) to coordinate how Apex communicates our most important updates and initiatives effectively.
• Work with product and product marketing to ensure there are appropriate talking points and/or content related to operational topics.
• Draft and edit tailored communications for clients and manage a communications approval process including compliance, key stakeholders, and marketing reviews.
• Engage with technical subject matter experts to translate complex concepts into clear, client-friendly communications.
• Design scalable communication processes that address evolving client and company needs.
• Build processes for internal alignment, including information intake, communication drafting, distribution, and tracking communications sent.
• Develop and refine internal systems and strategies to align communications across Apex teams.
• Lead the AIM (Apex Information Message) process to deliver time-sensitive notifications, often collaborating across teams under tight deadlines.
• Maintain and refine an up-to-date communications contact database, ensuring accurate client information and respect for their preferences.

Requirements

• Bachelor's degree in Communications, Business, Finance, or related other related fields (or equivalent work experience) required
• 5+ years of experience managing client communications in the financial services or fintech industries
• 2+ years of people management experience preferred
• FINRA SIE, Series 7, or Series 24 License(s) preferred
• Experience managing client communication databases (e.g., Salesforce or other CRM tools).
• Experience with creating scalable messaging frameworks or templates for large client bases.
• Experience with building processes and functions in a fast-paced and dynamic environment.
• Exceptional writing and communication skills with experience drafting client communications on sensitive or technical topics.
• Demonstrated ability to tailor messaging to diverse audiences, from highly technical teams to executive client stakeholders.
• Familiarity with financial products, technology platforms, and compliance and regulatory requirements related to client-facing communications in financial services.
• Ability to leverage data and analytics to assess the impact of communication strategies and make continuous improvements.
• Strong organizational and project management capabilities to oversee processes, calendars, and approval workflows.
• Ability to navigate complex organizations, manage multiple priorities, and align stakeholders across teams.
• Proficiency in managing clients’ contact databases and implementing strategies tailored to individual roles.
• Problem-solving mindset, proactive thinking, and exceptional attention to detail.
• Demonstrated ability to influence laterally, forging partnerships across teams to drive results independently.
• Commitment to ensuring the quality, timing, and professionalism of all communication activities.
• Highly communicative and collaborative, with the ability to ask incisive questions to gather and clarify information.
• Flexible and available outside standard hours to ensure clients receive timely communications in urgent situations.
• A builder mindset, equipped to create and establish communication frameworks from the ground up.

Benefits

• healthcare benefits (medical, dental and vision, EAP)
• competitive PTO
• 401k match
• parental leave
• HSA contribution match
• paid subscription to the Calm app
• generous external learning and tuition reimbursement benefits