Technical Client Success Manager

Client Relationship Management & Expectation Setting

• Own a defined book of clients and act as the accountable owner of each client’s success throughout their lifecycle.
• Build deep relationships with senior stakeholders (Heads of Trading, CTOs, Operations Heads), proactively managing their expectations and ensuring high satisfaction and retention.
• Lead end-to-end client onboarding, ensuring seamless integration and platform adoption.

Platform Solutioning & Technical Requirements Translation

• Understand client workflows and business objectives deeply to design tailored platform solutions, product recommendations and commercial opportunities that solve clients' operational and execution challenges.
• Bridge the gap between clients and internal teams e.g. sales, product and engineering to capture client needs and translate them into structured technical specifications for Elwood’s Product and Engineering teams to shape the global roadmap.

Prospects & Account Growth

• Partner closely with the APAC Sales team to participate in prospective client meetings, deliver compelling platform demonstrations, and pitch Elwood’s capabilities to institutional buyers.
• Identify and qualify growth opportunities within your existing book of accounts and develop upsell and cross-sell opportunities.
• Represent Elwood at industry events and in discussions with ecosystem partners and venue integrators.

High-Touch Technical Support & Operations

• Participate in the APAC support rota: provide timely, high-quality technical support to Elwood clients via live chat, email, and other channels during APAC business hours, with follow-the-sun handover to London.
• Own, Investigate and resolve complex issues (order flow anomalies, market data feeds, execution exceptions), escalating where appropriate and ensuring end-to-end resolution.
• Create and maintain high-quality support documentation and internal knowledge base articles.
• Continuously improve support workflows, tools, and processes to enhance customer experience and internal efficiency.

Essential Skills & Experience

• 2-5 years of experience in a client-facing technical role such as Technical Account Manager, Client Success Manager, Solutions Engineer, or Sales Engineer, ideally serving institutional clients.
• Demonstrated ability to solutionise — understanding client needs and translating them into tailored platform configurations and product recommendations, not just resolving tickets.
• Strong relationship management skills with the ability to build trust and credibility with institutional clients; comfortable presenting and demonstrating a platform to senior client stakeholders.
• Solid understanding of APIs, technical integrations, and front-to-back trading system workflows (EMS/OMS/PMS, market structure, connectivity).
• Familiarity with financial markets and trading workflows; experience with valuation, risk, or pricing concepts is a plus.
• Passion for blockchain, cryptocurrencies, and the rapidly evolving digital assets landscape.
• Strong problem-solving skills with a logical, analytical mindset.
• Excellent verbal and written communication skills; capable of clearly explaining complex concepts to both technical and non-technical audiences.
• Proactive and client-focused, with a strong sense of ownership and accountability.
• Ability to perform under pressure in a high-growth, dynamic environment; team player who thrives in collaborative settings.
• Right to work in Hong Kong (or Singapore).

Desirable Skills

• Existing network or relationships within the institutional digital assets space in Asia.
• Previous experience in fintech, crypto trading platforms, or blockchain infrastructure providers.
• Working knowledge of Python and/or SQL for basic data analysis, issue debugging, or system querying.
• Experience with customer success platforms, support ticketing systems (e.g., Zendesk, Jira), or technical documentation tools.
• Fluent/business level understanding of Mandarin.

What we offer

• 💵 Competitive salary and compensation packages
• 🍎 Fully paid medical and discounted dental schemes for employees and their family
• ✈️ Generous time off + bank holidays
• 🍼 Enhanced parental leave for all employees who have been with the company for one (1) year
• 🍔 Weekly Grab allowance to use in the office of up to S$75
• 💪 Discounted gym scheme
• 🐕‍🦺 Employee Assistance Programme
• 📚 Paid study leave and personal leave