Technical Client Success Manager

This is a fully remote position, open to applicants in Hong Kong, +1 more country.

📋 Description

• Manage a designated portfolio of clients, taking full responsibility for their success throughout their journey.

• Cultivate relationships with senior stakeholders, actively managing expectations to ensure satisfaction and retention.

• Oversee the complete client onboarding process, integration, and adoption of the platform.

• Develop customized platform solutions, product suggestions, and commercial opportunities aligned with client workflows and objectives.

• Convert client requirements into detailed technical specifications for the Product and Engineering teams.

• Collaborate with APAC Sales on meetings with prospective clients, platform demonstrations, and presentations to institutional buyers.

• Identify and nurture upsell and cross-sell opportunities within current accounts.

• Represent Elwood at industry events and engage in discussions with ecosystem partners and venue integrators.

• Participate in the APAC support rotation during business hours, ensuring a smooth transition to London for follow-the-sun support.

• Investigate and resolve intricate issues related to order flow discrepancies, market data feeds, and execution exceptions.

• Create and sustain support documentation and internal knowledge base articles.

• Enhance support workflows, tools, and processes to improve both customer experience and internal efficiency.

⛳️ Requirements

• 2-5 years of experience in a client-facing technical position such as Technical Account Manager, Client Success Manager, Solutions Engineer, or Sales Engineer, preferably with institutional clients.

• Proven capability to solutionize—comprehending client needs and translating them into customized platform configurations and product recommendations, rather than simply resolving tickets.

• Strong relationship management abilities, with the capacity to establish trust and credibility with institutional clients; comfortable presenting and demonstrating a platform to senior client stakeholders.

• Comprehensive understanding of APIs, technical integrations, and front-to-back trading system workflows (EMS/OMS/PMS, market structure, connectivity).

• Familiarity with financial markets and trading workflows; experience with valuation, risk, or pricing concepts is advantageous.

• Enthusiasm for blockchain, cryptocurrencies, and the rapidly changing digital assets landscape.

• Excellent problem-solving abilities, with a logical and analytical mindset.

• Outstanding verbal and written communication skills; able to clearly articulate complex concepts to both technical and non-technical audiences.

• Proactive and client-focused, exhibiting a strong sense of ownership and accountability.

• Capable of performing under pressure in a fast-paced, dynamic environment; a team player who excels in collaborative situations.

• Eligibility to work in Hong Kong (or Singapore).

• Existing network or relationships within the institutional digital assets sector in Asia.

• Prior experience in fintech, crypto trading platforms, or blockchain infrastructure providers.

• Working knowledge of Python and/or SQL for basic data analysis, issue troubleshooting, or system querying.

• Experience with customer success platforms, support ticketing systems (e.g., Zendesk, Jira), or technical documentation tools.

• Bachelor’s degree in Computer Science, Engineering, Finance, or a related field (or equivalent practical experience).

• Prior experience in financial technology, capital markets, or blockchain-enabled platforms is highly advantageous.

• Proficient/business-level understanding of Mandarin is preferred.

🏝️ Benefits

• Competitive salary and compensation packages.

• Fully covered medical and discounted dental schemes for employees and their families.

• Generous time off plus bank holidays.

• Enhanced parental leave for all employees who have been with the company for one (1) year.

• Weekly Grab allowance to use in the office of up to S$75.

• Discounted gym scheme.

• Employee Assistance Programme.

• Paid study leave and personal leave.

• Join a Series A FinTech company and contribute to shaping the future of finance.

• Work with a modern technology stack and help solve high-impact challenges.