Senior Account Manager, Institutional

We are seeking a Senior Account Manager to join our team. The ideal candidate will have a strong financial markets and technical background, and proficiency in both English and Mandarin to liaise with external stakeholders and clients in the APAC region.

The primary responsibilities of this role include engaging with a variety of institutional clients and providing exceptional customer-centric service to clients, driving revenue through creative problem solving and proactive data-crunching, leading a team of juniors and collaborating with cross-functional teams. Trading knowledge is highly desirable for this position. This position provides an excellent opportunity to progress within the Account Management team in the future.

What You’ll Be Doing

• Work closely with peers to support clients, leveraging your financial markets and technical expertise to proactively anticipate, determine and recommend solutions to meet clients' needs and/or resolving issues surrounding the platform and products we offer.

• Proactively drive revenue from your clients by continually analysing and assessing client needs. Proactively identify upselling opportunities to expand product and service adoption.

• Handle a high volume of client enquiries, coordinate and delegate accordingly. Serve as the primary point of contact, fostering trust and building long-term relationships. Understand client goals, challenges, and industries to tailor solutions that drive success.

• Provide exceptional support to clients by ensuring timely responses and delivering accurate, valid, and comprehensive information.

• Resolve time sensitive client service issues, including complex queries such as API, product, liquidity or account-related matters. All in an efficient and timely manner

• Build strong relationships with our existing institutional clients and drive revenue through thorough understanding of our platform and the products and services we offer.

• Work collaboratively across departments to troubleshoot client issues, take action on client feedback and resolve client pain-points.

• Take responsibility for organising, taking meeting notes and following up with stakeholders.

• Provide rotational weekend and holiday coverage as and when needed.
  

What We Look For In You

• Exceptional Communication Skills: We seek individuals who can seamlessly navigate between written and verbal communication channels in both English and Mandarin, to liaise with external clients in the APAC region, adeptly handling high volumes of chats and phone calls while maintaining professionalism and clarity.

• Ability to Learn Quickly: In order to keep abreast with the ever evolving landscape, you will need to rapidly absorb and assimilate new pieces of information. Whether this is product-driven, commercial awareness or a feature request, the ability to understand, evaluate and contextualise is paramount.

• Relentless Attitude and Critical Thinking: The ability to understand the core of any issue and then tackle through to resolution, is critical in ensuring we deliver the optimal client experience.

• Customer-Centric Mindset: The ideal candidate should possess a strong commitment to providing unparalleled support to our clients. This entails not only prompt responses but also a dedication to delivering accurate, valid, and comprehensive information to address their queries and concerns effectively.

• Problem-Solving Attitude: We value individuals who thrive in resolving customer issues promptly and efficiently. From account-related inquiries to API concerns, you should demonstrate a knack for diagnosing problems, providing clear explanations, and implementing solutions effectively.

• Adaptability and Teamwork: In a dynamic environment, adaptability and teamwork are key. We value candidates who can adapt to evolving processes and collaborate effectively with team members to deliver exceptional customer service consistently.

• Proactiveness and minimum supervision are needed, as ownership of responsibilities and a task-oriented mindset are a must.

• Able to work provide coverage on weekends at times but not exceeding 5 days/week.