Senior Relationship Manager, Institutional

Summary

Join OKX's EMEA team as a Senior Account Manager, leveraging your financial markets expertise and technical skills to provide exceptional customer service to institutional clients. You will drive revenue through proactive problem-solving and data analysis, lead a junior team, and collaborate with cross-functional teams. The ideal candidate possesses strong communication skills in English and at least one other major European language, with proficiency in Arabic or Mandarin being a plus. This role requires experience servicing EU clients and a customer-centric mindset. The position offers opportunities for career progression within the Account Management team. OKX prioritizes applicants with the right to work in Singapore.

Requirements

• Experience with EU Client Servicing: Proven experience in handling and servicing clients in the EU region, with a strong understanding of the unique business culture, challenges, and expectations of clients in these markets
• Exceptional Communication Skills: We seek individuals who can seamlessly navigate between written and verbal communication channels in both English and at least one other major European language. Proficiency in Arabic or Mandarin would be an additional advantage (but not mandatory), to liaise with external clients in the EMEA region, adeptly handling high volumes of chats and phone calls while maintaining professionalism and clarity
• Ability to Learn Quickly: In order to keep abreast with the ever evolving landscape, you will need to rapidly absorb and assimilate new pieces of information. Whether this is product-driven, commercial awareness or a feature request, the ability to understand, evaluate and contextualise is paramount
• Relentless Attitude and Critical Thinking: The ability to understand the core of any issue and then tackle through to resolution, is critical in ensuring we deliver the optimal client experience
• Customer-Centric Mindset: The ideal candidate should possess a strong commitment to providing unparalleled support to our clients. This entails not only prompt responses but also a dedication to delivering accurate, valid, and comprehensive information to address their queries and concerns effectively
• Problem-Solving Attitude: We value individuals who thrive in resolving customer issues promptly and efficiently. From account-related inquiries to API concerns, you should demonstrate a knack for diagnosing problems, providing clear explanations, and implementing solutions effectively
• Adaptability and Teamwork: In a dynamic environment, adaptability and teamwork are key. We value candidates who can 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
• Shift Hours Commitment: Able to commit to an EMEA shift hours, on a rotational basis
• Weekend Coverage: Able to provide coverage on weekends as needed, with no more than 5 days per 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

• Proficiency in Arabic or Mandarin would be an additional advantage (but not mandatory), enabling effective liaison with external stakeholders and clients across the EMEA region
• Trading knowledge is highly desirable for this position

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