Technical Client Success Manager
Serve as a technical point of contact and relationship owner for Elwood's institutional clients, providing proactive support, solution design, issue resolution, onboarding assistance, and collaboration with Product, Engineering, and Sales teams.
Responsibilities
- Provide timely technical support through live chat, email, and other channels.
- Investigate and resolve complex technical issues and manage Tier 1–3 support cases and escalations.
- Build and maintain strong institutional client relationships.
- Understand client workflows and translate needs into tailored platform solutions.
- Identify upsell and cross-sell opportunities with Sales.
- Collaborate with Engineering, Product, and Sales teams on client feedback and product improvement.
- Gather and document client requirements.
- Support customer onboarding and platform adoption.
- Create support documentation and knowledge base articles.
- Improve support workflows, tools, and processes.
- Represent Elwood in discussions with partners and integration stakeholders.
Requirements
- 3–5 years of experience in a client-facing technical role.
- Understanding of APIs, technical integrations, and front-to-back trading system workflows.
- Ability to translate client needs into platform configurations and recommendations.
- Strong institutional client relationship management skills.
- Familiarity with financial markets, particularly FX or macro products.
- Passion for blockchain, cryptocurrencies, and digital assets.
- Strong analytical problem-solving skills.
- Excellent verbal and written communication skills.
- Proactive, client-focused ownership and accountability.
- Ability to perform under pressure in a dynamic environment.
- Collaborative team orientation.
- Working knowledge of Python and/or SQL.
- Experience with customer success or support ticketing systems such as Zendesk or Jira.
- Previous experience in fintech, crypto trading platforms, or blockchain infrastructure providers.
- Existing institutional digital asset relationships in Asia.
- Bachelor's degree in Computer Science, Engineering, Finance, or a related field, or equivalent experience.
- 3–5 years of experience in financial technology, capital markets, or blockchain-enabled platforms.
Benefits
- Fully paid medical and discounted dental schemes for employees and their family
- Generous time off and bank holidays
- Enhanced parental leave after one year
- Weekly Grab allowance of up to S$75 for office use
- Discounted gym scheme
- Employee Assistance Programme
- Paid study leave and personal leave