Technical Client Success Manager
Elwood Technologies LLP is the FCA-authorised operating company behind Elwood, an institutional operating system for 24/7 markets. Its modular platform provides execution, portfolio, risk, collateral, and reconciliation workflows for professional institutional clients trading digital and traditional assets.
Funding history
Projects
About Elwood Technologies LLP
Elwood Technologies LLP provides institutional-grade, API-first market infrastructure spanning the full trade lifecycle. Its platform connects exchanges, liquidity providers, custodians, and counterparties, unifying execution management, real-time portfolio and IBOR functions, quantitative risk analytics, collateral and margin oversight, and continuous reconciliation. The company is authorised and regulated by the UK Financial Conduct Authority under FRN 989174 and serves professional clients rather than retail users.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
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.
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.
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.
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