Technical Client Success Manager

Overview

Elwood Technologies, regulated by the FCA, offers comprehensive institutional-grade digital asset execution, liquidity access, and portfolio management software designed by industry experts. They seek a Technical Client Success Manager based in Singapore to manage global client relationships, ensuring client satisfaction and platform adoption in the digital asset ecosystem.

Key Responsibilities

• Manage an assigned portfolio of clients end-to-end, fostering strong partnerships and ensuring client success throughout their lifecycle.
• Develop strong connections with senior stakeholders such as Heads of Trading, CTOs, and Operations Leads, proactively managing expectations to uphold client retention.
• Lead onboarding processes, ensuring smooth integration and optimal utilization of the platform.
• Analyze client workflows and business goals to develop customized platform solutions, translating operational needs into actionable product and engineering requirements.
• Serve as a bridge between clients and internal teams including sales, product, and engineering, to communicate client needs and influence the product roadmap.
• Collaborate with the APAC sales team to support prospect meetings, deliver persuasive platform demonstrations, and promote Elwood’s offerings to institutional clients.
• Identify growth opportunities within existing client accounts, developing strategies for upselling and cross-selling.
• Represent Elwood at industry conferences and collaborate with ecosystem partners and venue integrators.
• Provide high-level technical support as part of the APAC support rotation during business hours, managing complex issues such as order flow irregularities and market data problems, ensuring thorough resolution and escalation when necessary.
• Create and maintain comprehensive support documentation and internal knowledge base resources, continuously improving customer support processes and tools.

Required Experience and Skills

• 2 to 5 years in client-facing technical roles such as Technical Account Manager, Client Success Manager, Solutions Engineer, or Sales Engineer supporting institutional clients.
• Proven ability to understand client requirements and craft tailored platform configurations and recommendations beyond simple ticket resolution.
• Excellent relationship management skills with the ability to engage senior client stakeholders effectively.
• Strong comprehension of APIs, technical integration concepts, and front-to-back trading systems workflows, including EMS/OMS/PMS, market structure, and connectivity.
• Knowledge of financial markets and trading workflows, with added familiarity in valuation, risk, or pricing being beneficial.
• Passion and interest in blockchain technology, cryptocurrencies, and the evolving digital assets landscape.
• Exceptional problem-solving aptitude combined with analytical thinking.
• Clear and effective communication abilities, both verbal and written, suitable for technical and non-technical audiences.
• Proactive, accountable, and client-centric work approach with resilience in a dynamic, fast-paced environment.
• Collaborative team player orientation.

Preferred Qualifications

• Established relationships within Asia's institutional digital assets sector.
• Experience working in fintech, crypto trading platforms, or blockchain infrastructure companies.
• Competency in Python and/or SQL for basic data analysis, debugging, or system querying.
• Familiarity with customer success tools, ticketing systems such as Zendesk or Jira, and documentation software.
• Business-level proficiency in Mandarin is advantageous.

Educational Background

Bachelor’s degree in Computer Science, Engineering, Finance, or a related discipline, or equivalent practical experience. Prior involvement in fintech, capital markets, or blockchain-based platforms is highly preferred.

Additional Benefits

• Competitive salary and compensation package.
• Fully covered medical and discounted dental plans for employees and their dependents.
• Generous paid time off plus public holidays.
• Enhanced parental leave for employees after one year tenure.
• Weekly office meal allowance up to S$75.
• Discounted gym memberships.
• Employee Assistance Programme support.
• Paid study and personal leave.

Why Join Elwood?

• Opportunity to contribute to a Series A FinTech company shaping the future of finance.
• Work within a financially strong startup with a solid market presence.
• Be part of a platform delivering institutional access to transformative financial growth opportunities.
• Engage with a modern technology stack solving challenging and impactful problems.
• Join a client-centered and diverse global team with centrally located offices in London, New York, and Singapore.