Senior Institutional Account Manager

Who We Are

About the Opportunity

What You’ll Be Doing

• Spearhead a regional team of highly experienced and motivated professionals, driving the team to deliver solutions that align with client requirements. Your leadership will be instrumental in fostering collaboration, maintaining high performance standards, and achieving business objectives.
• Prioritize and structure high-level deliverables by breaking them down into actionable, manageable tasks. Diseminate and manage progress whilst maintaining full accountability.
• 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 regional revenue 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.
• Work collaboratively across departments to troubleshoot client issues, take action on client feedback and resolve client pain-points.
• Provide rotational weekend and holiday coverage as and when needed.

What We Look For In You

• Product Knowledge Expertise: The ideal candidate will have robust product knowledge of OKX's product suite, coupled with an understanding of the nuances that differentiate us from the competition. You will  understand the crux of client requirements and be able to pitch without assistance.
• Proactivity and Cross-Departmental Collaboration: Proactively propose solutions to anticipate client needs and partner with product management teams to tailor solutions as necessary. Resolve complex issues for team members, identify gaps in business processes, and work with stakeholders to mitigate risks to the business effectively.
• Mentoring and Leadership: Demonstrate exceptional leadership skills to inspire and motivate the team to consistently achieve OKRs. Take ownership of projects, leading cross-functional initiatives, fostering collaboration and driving successful outcomes.
• Hunger for Success: Exhibit a strong drive for success while upholding the highest ethical standards and core company values.
• Exceptional Communication Skills: We seek individuals who can seamlessly navigate between written and verbal communication channels, 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 in a remote set-up.
• Able to work on a shift basis, including weekends at times but not exceeding 5 days/week.

Perks & 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 dependents
• More that we love to tell you along the process!