The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.
Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.
That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.
Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.
For our business, for clients, and for you
We are looking for an experienced Yardi Support Manager to lead application support operations for US-region projects. The role involves managing the full lifecycle of Yardi support tickets, ensuring SLA adherence, coordinating with clients and internal teams, preparing operational reports, and driving continuous improvement in support processes. The ideal candidate will have strong expertise in Yardi applications, ITSM tools, client management, and finance/property management processes.
Key ResponsibilitiesSupport & Incident Management- Manage the end-to-end lifecycle of Yardi support tickets, from logging to closure.
- Ensure tickets are prioritized and resolved within agreed SLAs.
- Monitor ticket queues, escalations, and service performance metrics.
- Resolve functional and technical issues through ticketing systems, email, phone, and other communication channels.
- Maintain strong understanding of ticket severity levels and prioritization frameworks.
- Allocate and prioritize workloads across support team members.
- Provide guidance, mentorship, and support to enhance team productivity.
- Coordinate with application Product Owners and business stakeholders for issue resolution and enhancements.
- Drive change management processes and ensure proper implementation of system updates.
- Serve as the primary point of contact for client support-related matters.
- Understand client requirements and ensure a high level of customer satisfaction.
- Conduct regular client meetings and provide updates on support performance.
- Build strong relationships with client stakeholders and business users.
- Prepare weekly and monthly MIS reports on ticket trends, SLA compliance, backlog, and resolution effectiveness.
- Present support metrics, findings, and recommendations to clients and leadership teams.
- Identify recurring issues and recommend process improvements.
- Provide support across Yardi modules including: Commercial Residential Retail Service Charges Investment Management Facilities Management Advanced Budgeting Inspections Planned Preventive Maintenance (PPM)
- Support property and financial management processes for commercial and residential portfolios.
- Utilize ITSM platforms such as: Jira ServiceNow Zoho ManageEngine Other ticketing systems
- Ensure accurate ticket tracking, documentation, reporting, and compliance.
- Continuously improve support workflows and operational efficiency.
- Bachelor's degree in Finance, Business Administration, Information Systems, or a related field.
- Experience in a Yardi support, application support, or support management role.
- Strong knowledge of Yardi property management and accounting solutions.
- Hands-on experience with ITSM tools such as Jira, ServiceNow, or Zoho ManageEngine.
- Excellent analytical, problem-solving, and troubleshooting skills.
- Strong communication, presentation, and stakeholder management abilities.
- Ability to work independently in a fast-paced client-facing environment.
- Background in Real Estate, Property Management, Fund Accounting, or Finance Operations.
- Experience managing support teams and client escalations.
- Knowledge of change management and release management processes.
- Strong customer-centric approach with leadership capabilities.
- Willingness to learn new applications and technologies.
- Customer Service Excellence
- Stakeholder Management
- Team Leadership
- SLA Management
- Incident & Problem Management
- Reporting & Analytics
- Change Management
- Yardi Functional Expertise
- ITSM Tools Proficiency
- Process Improvement
Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.
Skills Required
- Bachelor's degree in Finance, Business Administration, Information Systems, or a related field
- Experience in Yardi support, application support, or support management
- Strong knowledge of Yardi property management and accounting solutions
- Hands-on experience with ITSM tools such as Jira, ServiceNow, or Zoho ManageEngine
- Analytical, problem-solving, and troubleshooting skills
- Strong communication, presentation, and stakeholder management abilities
- Ability to work independently in a fast-paced, client-facing environment
- Background in real estate, property management, fund accounting, or finance operations
- Experience managing support teams and client escalations
- Knowledge of change management and release management processes
- Customer-centric approach and leadership capabilities
- Willingness to learn new applications and technologies
Apex Group Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Apex Group and has not been reviewed or approved by Apex Group.
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Flexible Benefits — Flexible benefits are positioned as being tailored by country, with localized packages and perks that can differ by jurisdiction. Mobility options such as the JUMP program add a non-cash element that can increase the perceived total rewards value for those who can access it.
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Wellbeing & Lifestyle Benefits — Wellbeing support is described as including EAPs, mental-health workshops, mentoring support, and local lifestyle perks like gym or cycle-to-work schemes. These offerings broaden the benefits mix beyond purely financial rewards.
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Retirement Support — Retirement support is described in at least one jurisdiction as including an employer match structure and an additional automatic contribution after tenure. This can strengthen the non-salary portion of total compensation where offered.
Apex Group Insights
What We Do
We are a single-source financial solutions provider dedicated to driving positive change while supporting the growth and ambitions of asset managers, allocators, financial institutions, and family offices around the world. Established in Bermuda in 2003, we have continually disrupted the industry through our investment in innovation and talent. Today, we set the pace in fund and asset servicing and stand out for our unique single-source solution and unified cross asset-class platform which supports the entire value chain, harnesses leading innovative technology, and benefits from cross-jurisdictional expertise delivered by a long-standing management team and over 13,000 highly integrated professionals. As a pioneering data and fintech-enabled company, we are a disruptor driving digital tools into fund and asset servicing. However, our vision to drive positive change extends beyond the industry. The Apex Foundation, a not-for-profit entity, is our passionate commitment to empower sustainable change
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