Senior Account Manager

Summary

Join OKX, a leading crypto exchange, as a Senior Account Manager and contribute to our global success. This role focuses on providing exceptional customer service to institutional clients in the EMEA region, driving revenue through proactive problem-solving and data analysis. You will lead a team of junior account managers and collaborate with cross-functional teams. The ideal candidate possesses strong financial markets and technical expertise, excellent communication skills (English and Mandarin preferred), and a customer-centric mindset. This position offers opportunities for professional growth within the Account Management team. OKX provides a competitive compensation package and various employee benefits.

Requirements

• Exceptional Communication Skills: Seamlessly navigate between written and verbal communication channels in both English and Mandarin, to liaise with external clients in the APAC region, adeptly handling high volumes of chats and phone calls while maintaining professionalism and clarity
• Ability to Learn Quickly: Rapidly absorb and assimilate new pieces of information, whether product-driven, commercial awareness or a feature request, understanding, evaluating and contextualising
• Relentless Attitude and Critical Thinking: Understand the core of any issue and tackle through to resolution, ensuring 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 provide coverage on 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 both English and/or one additional language to liaise with external stakeholders and clients in the EMEA region
• 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 dependants