Institutional Account Manager

Who We Are

About the Opportunity

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, 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 in a remote set-up.
• Able to work on a shift basis, including weekends at times but not exceeding 5 days/week.

Perks & Benefits

• Competitive total compensation package
• L&D programs and Education subsidy for employees' growth and development
• Various team building programs and company events
• Wellness and meal allowances 
• Comprehensive healthcare schemes for employees and dependents
• More that we love to tell you along the process!