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Job Title: Technical Client Success Manager
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Reports to: Global Head of Client Delivery
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Location: Singapore
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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 EMS 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 strengthen client relationships across Asia.
Job Description
Elwood is seeking a Technical Client Success Manager to join our Client Delivery team. With team members currently based in London, New York, and Singapore, this role supports our mission to deliver 24/7 world-class service to clients operating in the digital asset ecosystem.
As part of the Client Delivery team, you will serve as both a technical point of contact and a relationship owner for our clients—ensuring their success through proactive support, solution design, and close collaboration with our Product, Engineering, and Sales teams. You will be instrumental in resolving complex technical issues, translating client needs into tailored solutions, and working closely with Sales to identify opportunities to expand how clients use the Elwood platform.
This is a fantastic opportunity for someone with a strong technical foundation and client-facing experience who is excited about digital assets, and the technologies powering next-generation financial systems.
- Provide timely, high-quality technical support to Elwood clients via live chat, email, and other communication channels.
- Own, investigate, and resolve complex technical issues, escalating where appropriate and ensuring end-to-end issue resolution.
- Manage, triage, and respond to Tier 1–3 technical support cases and client escalations.
- Build and maintain strong client relationships, acting as a trusted advisor throughout the client lifecycle.
- Understand client workflows and business objectives to solutionise effectively—packaging and positioning Elwood’s capabilities to meet evolving client needs.
- Work closely with the Sales team to identify upsell and cross-sell opportunities within existing accounts.
- Collaborate closely with Engineering, Product, and Sales teams to provide structured client feedback and contribute to product improvement.
- Gather and document client requirements, translating them into clear technical or product requests.
- Assist in customer onboarding and act as a trusted technical advisor, ensuring seamless integration and platform adoption.
- 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.
- Represent Elwood in external discussions with partners, or integration stakeholders as needed.
Essential Skills & Experience
- 3–5 years of experience in a client-facing technical role such as Technical Account Manager, Client Success Manager, Solutions Engineer, or Technical Support Engineer.
- Solid understanding of APIs, technical integrations, and front-to-back trading system workflows.
- Ability to solutionise—understanding client needs and translating them into tailored platform configurations and product recommendations.
- Strong relationship management skills with the ability to build trust and credibility with institutional clients.
- Familiarity with financial markets, particularly FX or macro products; 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.
Desirable Skills
- 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.
- Previous experience in fintech, crypto trading platforms, or blockchain infrastructure providers.
- Existing network or relationships within the institutional digital assets space in Asia.
Qualifications and previous work experience
- Bachelor’s degree in Computer Science, Engineering, Finance, or a related field (or equivalent practical experience).
- 3–5 years prior experience working in financial technology, capital markets, or blockchain-enabled platforms is highly desirable.
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
Why Elwood?
- Join a series A FinTech company and help shape the future of finance
- A startup with deep financial backing and a strong market presence
- Our platform is enabling institutional access to the most exciting growth opportunity in Finance
- Work with a modern technology stack and help solve high impact problems
- Strong client focused team with a diverse background
- We’re a Global company and have modern, centrally based offices in London, New York and Singapore.
