Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will own institutional client relationships throughout their lifecycle, including onboarding, platform adoption, satisfaction, retention, and account growth. You will translate complex trading workflows into platform configurations and technical requirements, work with Sales on prospect meetings and demonstrations, and provide high-touch technical support during APAC business hours. You will investigate issues, maintain support documentation, and improve support processes.
Requirements
- 2–5 years of experience in a client-facing technical role, ideally serving institutional clients
- Ability to translate client needs into tailored platform configurations and product recommendations
- Strong relationship management and platform presentation skills for senior institutional stakeholders
- Understanding of APIs, technical integrations, and front-to-back trading system workflows
- Familiarity with financial markets and trading workflows
- Passion for blockchain, cryptocurrencies, and digital assets
- Strong analytical problem-solving skills
- Excellent verbal and written communication skills
- Right to work in Hong Kong or Singapore
Responsibilities
- Own a defined book of clients throughout their lifecycle
- Build relationships with senior client stakeholders and manage expectations
- Lead end-to-end client onboarding and platform adoption
- Design tailored platform solutions and product recommendations for client workflows
- Translate client needs into structured technical specifications for Product and Engineering
- Partner with APAC Sales on prospective client meetings, demonstrations, and pitches
- Identify and qualify upsell and cross-sell opportunities
- Represent Elwood at industry events and with ecosystem partners and venue integrators
- Provide technical support during APAC business hours as part of the support rota
- Investigate and resolve complex order flow, market data, and execution issues
- Create and maintain support documentation and internal knowledge base articles
- Improve support workflows, tools, and processes
Benefits
- Fully paid medical coverage and discounted dental schemes for employees and their family
- Generous time off and bank holidays
- Enhanced parental leave after one year of employment
- Weekly office Grab allowance of up to S$75
- Discounted gym scheme
- Employee Assistance Programme
- Paid study leave and personal leave