Technical Client Success Manager

🔥 0 minutes ago

🌐 Hong Kong, Singapore – Remote

🇭🇰 Hong Kong – Remote 🇸🇬 Singapore – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Elwood

WebsiteLinkedInAll Job Openings

51 - 200 employees

💸 Finance

💳 Fintech

₿ Crypto

💰 $430M Series A on 2022-05

Finance • Fintech • Crypto

Elwood is an established, global fintech building digital assets infrastructure for institutional investors. Its seamless end-to-end platform connects to global crypto exchanges, custodians, and liquidity providers. Delivering execution and portfolio management functionality with advanced risk management tools for the digital asset markets. Built by industry experts with decades of combined experience in investment management and digital technology, Elwood provides market infrastructure at scale, enabling financial institutions, neobanks, and corporations to access digital asset markets quickly and efficiently.

📋 Description

• Own a defined book of clients and act as the accountable owner of each client’s success throughout their lifecycle. • Build relationships with senior stakeholders, proactively manage expectations, and ensure satisfaction and retention. • Lead end-to-end client onboarding, integration, and platform adoption. • Design tailored platform solutions, product recommendations, and commercial opportunities based on client workflows and objectives. • Translate client needs into structured technical specifications for Product and Engineering teams. • Partner with APAC Sales on prospective client meetings, platform demonstrations, and pitches to institutional buyers. • Identify and develop upsell and cross-sell opportunities within existing accounts. • Represent Elwood at industry events and discussions with ecosystem partners and venue integrators. • Participate in the APAC support rota during APAC business hours, with follow-the-sun handover to London. • Investigate and resolve complex issues involving order flow anomalies, market data feeds, and execution exceptions. • Create and maintain support documentation and internal knowledge base articles. • Improve support workflows, tools, and processes to enhance customer experience and internal efficiency.

🎯 Requirements

• 2-5 years of experience in a client-facing technical role such as Technical Account Manager, Client Success Manager, Solutions Engineer, or Sales Engineer, ideally serving institutional clients. • Demonstrated ability to solutionise — understanding client needs and translating them into tailored platform configurations and product recommendations, not just resolving tickets. • Strong relationship management skills with the ability to build trust and credibility with institutional clients; comfortable presenting and demonstrating a platform to senior client stakeholders. • Solid 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 a plus. • Passion for blockchain, cryptocurrencies, and the rapidly evolving digital assets landscape. • Strong problem-solving skills with a logical, analytical mindset. • Excellent verbal and written communication skills; capable of clearly explaining complex concepts to both technical and non-technical audiences. • Proactive and client-focused, with a strong sense of ownership and accountability. • Ability to perform under pressure in a high-growth, dynamic environment; team player who thrives in collaborative settings. • Right to work in Hong Kong (or Singapore) • Existing network or relationships within the institutional digital assets space in Asia. • Previous experience in fintech, crypto trading platforms, or blockchain infrastructure providers. • Working knowledge of Python and/or SQL for basic data analysis, issue debugging, 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 desirable. • Fluent/business level understanding of Mandarin is desirable.

🏖️ Benefits

• Competitive salary and compensation packages • Fully paid medical and discounted dental schemes for employees and their family • Generous time off + 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 help shape the future of finance • Work with a modern technology stack and help solve high impact problems