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香港 Hong Kong, 中国
Remote only
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Job Title: Technical Client Success Manager |
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Reports to: Global Head of Client Delivery |
Location: Hong Kong (Remote Worker) |
About Elwood
Elwood Technologies is an FCA regulated firm that provides end-to-end institutional-grade digital asset Execution, Liquidity Access and Portfolio Monitoring & Risk Management Software. Built with institutions for institutions, Elwood’s offers best available price execution, smart order routing and algorithmic tooling alongside a traditional finance grade Portfolio Management System.
Built by industry experts with decades of combined experience in investment management and digital technology, we are looking for a Technical Client Success Manager to join our Client Delivery team and own client relationships across our global client base.
Elwood is seeking a Technical Client Success Manager to join our Client Delivery team. With team members based in London, New York, and Singapore, the team delivers follow-the-sun, world-class service to clients operating in the digital asset ecosystem.
This role combines client ownership with hands-on technical support. You will own a defined book of clients end-to-end — their health, adoption, and growth — acting as their trusted advisor and their voice inside Elwood , while actively partnering with Sales to pitch to prospective institutional clients. You will understand client expectations, solutionise complex workflow needs into concrete platform configurations and engineering requirements, drive account growth, and carry the technical depth to support your clients directly, participating in the APAC support rota as part of our global coverage model.
This is a fantastic opportunity for someone who possesses a deep technical foundation of front to back trading systems and strong commercial instincts and presentation skills who is excited about digital assets and the technologies powering next-generation financial systems.
* 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.
* 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.
* 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.
* 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.
