Institutional Account Manager

Summary

Join OKX, a leading crypto exchange, as an Account Manager! This role involves engaging with institutional clients, providing exceptional customer service, driving revenue through problem-solving and data analysis, and leading a junior team. You will leverage your financial markets and technical expertise to anticipate and resolve client needs. The ideal candidate possesses strong communication, problem-solving, and adaptability skills, along with a customer-centric mindset. This position offers excellent growth opportunities within the Account Manager team. OKX provides a competitive compensation package and various benefits.

Requirements

• Exceptional Communication Skills: 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: Rapidly absorb and assimilate new information (product-driven, commercial awareness, feature requests) and understand, evaluate and contextualise
• Relentless Attitude and Critical Thinking: Understand the core of any issue and tackle through to resolution to deliver the optimal client experience
• Customer-Centric Mindset: Strong commitment to providing unparalleled support to clients, including prompt responses and accurate, valid, and comprehensive information
• Problem-Solving Attitude: Diagnose problems, provide clear explanations, and implement solutions effectively for account-related inquiries to API concerns
• Adaptability and Teamwork: 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

Responsibilities

• 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

Preferred Qualifications

• Strong financial markets and technical background
• Proficiency in English along with at least one additional language
• Trading knowledge

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