Technical Client Success Manager

Skills

About the Role

You will serve as both a technical point of contact and a relationship owner for Elwood's clients, ensuring their success through proactive support, solution design, and close collaboration with Product, Engineering, and Sales teams. You will resolve complex technical issues, translate client needs into tailored solutions, and work closely with Sales to identify opportunities to expand how clients use the Elwood platform. This role is a great fit if you have a strong technical foundation, client-facing experience, and are excited about digital assets and next-generation financial systems.

Requirements

• 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 and translate client needs into tailored platform configurations
• Strong relationship management skills with institutional clients
• Familiarity with financial markets, particularly FX or macro products
• Passion for blockchain, cryptocurrencies, and digital assets
• Strong problem-solving skills with a logical, analytical mindset
• Excellent verbal and written communication skills
• Proactive and client-focused with strong ownership and accountability
• Ability to perform under pressure in a high-growth, dynamic environment
• Team player who thrives in collaborative settings
• Working knowledge of Python and/or SQL for basic data analysis, issue debugging, or system querying
• Experience with customer success platforms or support ticketing systems (e.g., Zendesk, Jira)
• Previous experience in fintech, crypto trading platforms, or blockchain infrastructure providers
• Existing network within the institutional digital assets space in Asia
• Bachelor's degree in Computer Science, Engineering, Finance, or a related field
• 3–5 years prior experience working in financial technology, capital markets, or blockchain-enabled platforms

Responsibilities

• 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
• 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
• Gather and document client requirements, translating them into clear technical or product requests
• Assist in customer onboarding and act as a trusted technical advisor
• Create and maintain high-quality support documentation and internal knowledge base articles
• Continuously improve support workflows, tools, and processes to enhance customer experience
• Represent Elwood in external discussions with partners or integration stakeholders

Benefits

• 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