Institutional Account Management Lead

Summary

Join OKX as a Senior Account Manager (Team Lead) and lead a regional team of experienced professionals, providing exceptional customer service to institutional clients in the EMEA region. You will spearhead the team in delivering solutions, prioritizing deliverables, and fostering collaboration. Leverage your financial markets and technical expertise to anticipate client needs, proactively drive revenue, and handle a high volume of inquiries. This role requires robust product knowledge, strong leadership skills, a customer-centric mindset, and a proactive problem-solving attitude. OKX offers a competitive compensation package, L&D programs, team-building activities, wellness allowances, and comprehensive healthcare.

Requirements

• Possess robust product knowledge of OKX's product suite, coupled with an understanding of the nuances that differentiate us from the competition
• Understand the crux of client requirements and be able to pitch without assistance
• Proactively propose solutions to anticipate client needs and partner with product management teams to tailor solutions as necessary
• Resolve complex issues for team members, identify gaps in business processes, and work with stakeholders to mitigate risks to the business effectively
• Demonstrate exceptional leadership skills to inspire and motivate the team to consistently achieve OKRs
• Take ownership of projects, leading cross-functional initiatives, fostering collaboration and driving successful outcomes
• Exhibit a strong drive for success while upholding the highest ethical standards and core company values
• Possess the ability to understand the core of any issue and then tackle through to resolution
• Possess a strong commitment to providing unparalleled support to our clients
• Demonstrate a knack for diagnosing problems, providing clear explanations, and implementing solutions effectively
• Able to work on a shift basis, including weekends at times but not exceeding 5 days/week

Responsibilities

• Spearhead a regional team of highly experienced and motivated professionals, driving the team to deliver solutions that align with client requirements
• Prioritise and structure high-level deliverables by breaking them down into actionable, manageable tasks
• Disseminate and manage progress whilst maintaining full accountability
• 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 regional revenue 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
• Work collaboratively across departments to troubleshoot client issues, take action on client feedback and resolve client pain-points
• Provide rotational weekend and holiday coverage as and when needed

Preferred Qualifications

• Solid understanding of financial markets alongside industry-specific knowledge
• Proficiency in both English and/or one additional language to liaise with external stakeholders and clients in the EMEA region
• Strong grasp of low-latency trading
• Understanding of the jurisdictional nuances of onshore/offshore markets
• Prior managerial experience

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 dependants