Senior Institutional Account Manager

Summary

Join OKX, a leading crypto exchange, as a Senior Account Manager. This role involves leading a regional team, providing exceptional customer service to institutional clients, and driving revenue growth. You will be responsible for managing client relationships, resolving issues, and collaborating with cross-functional teams. The ideal candidate possesses strong financial market knowledge, excellent communication skills, and a proven track record of success in a similar role. A strong understanding of low-latency trading and jurisdictional nuances is highly desirable. OKX offers a competitive compensation package and various benefits.

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
• Seamlessly navigate between written and verbal communication channels, adeptly handling high volumes of chats and phone calls while maintaining professionalism and clarity
• Rapidly absorb and assimilate new pieces of information
• Understand, evaluate and contextualise product-driven information, commercial awareness or a feature request
• 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 dedication to delivering accurate, valid, and comprehensive information to address their queries and concerns effectively
• Thrive in resolving customer issues promptly and efficiently
• Diagnose problems, provide clear explanations, and implement solutions effectively
• 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
• Have a solid understanding of financial markets alongside industry-specific knowledge
• Be proficient in English along with at least one additional language

Responsibilities

• Spearhead a regional team of highly experienced and motivated professionals, driving the team to deliver solutions that align with client requirements
• Prioritize and structure high-level deliverables by breaking them down into actionable, manageable tasks
• Diseminate 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

• Have a strong grasp of low-latency trading
• Understand the jurisdictional nuances of onshore/offshore markets
• Have 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 dependents