Key skills
CRMAccount Management
About this role
Role Overview
- Serve as a dedicated account manager to a portfolio of high-value clients, ensuring proactive, responsive, and tailored support.
- Develop and maintain deep relationships with top-tier users, understanding their needs and delivering bespoke service solutions.
- Collaborate with internal stakeholders (Product, Compliance, Marketing, etc.) to deliver VIP-specific product offerings, feature rollouts, and support resolutions.
- Monitor account activity and user health metrics to identify retention risks and cross-sell/upsell opportunities.
- Execute VIP engagement strategies (e.g., personalized communications, special offers access to exclusive VIP events).
- Ensure timely and high-quality resolution of VIP issues and requests, acting as the voice of the customer internally.
- Maintain accurate records of all interactions and activities in CRM systems, ensuring alignment with regulatory standards.
- Support data-driven reporting on VIP satisfaction, revenue contribution, and retention metrics to the Head of VIP and VP of Retention.
Requirements
- 3-5 years of experience in account management, client services, or relationship management, preferably in fintech, crypto, or high-value customer segments.
- Proven track record of building and maintaining trusted relationships with high-net-worth or high-volume clients.
- Strong understanding of financial products, trading platforms, and/or digital assets.
- High emotional intelligence and interpersonal skills; ability to engage with demanding clients in a calm and effective manner.
- Strong organizational skills and attention to detail.
- Experience working cross-functionally and influencing internal teams to deliver outcomes for clients.
- Fluency in English; additional languages are a plus.
Benefits
- Competitive Compensation: Performance bonuses, and comprehensive benefits on top of a competitive salary.
- Home office stipend for a productive setup.
- Generous PTO, healthcare, and employee assistance programs.
- Engaging events and celebrations.
- Well-stocked office kitchen with a foodie culture.
- Development Opportunities: Access training and mentorship programs.
- Flexibility: Enjoy options to work from home, other locations, or adjust your hours.
- Strong Company Culture: Thrive in a supportive, collegiate environment with values of integrity, teamwork, accountability, and excellence.