Institutional Relationship Manager

Who We Are

At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual’s freedom. OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves. Across our multiple offices globally, we are united by our core principles: We Before Me, Do the Right Thing, and Get Things Done. These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er. OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more.

About the Opportunity

We are seeking an Institutional Relationship Manager to join our team. The ideal candidate will have strong operations and technical ability; ideally possessing some trading knowledge as well. The primary responsibilities of this role include providing exceptional customer-centric service to clients, providing internal support to the team and collaborating with cross-functional teams. This position provides an excellent opportunity to become a Senior Account Manager in the future.

What You’ll Be Doing

• Work closely with Senior Institutional Relationship Managers to support clients, leveraging your operational and technical expertise to proactively anticipate, determine and recommend solutions to meet clients’ needs and/or resolving issues surrounding the platform and products we offer.
• Handle a high volume of client enquiries and attend calls as and when required.
• Provide exceptional support to clients by ensuring timely responses and delivering accurate, valid, and comprehensive information.
• Resolve time sensitive client service issues, including complex queries such as API, product, liquidity or account-related matters. All in an efficient and timely manner
• Build strong relationships with our existing institutional clients and drive revenue through thorough understanding of our platform and the products and services we offer.
• Notify clients about major upcoming changes to products and features.
• Work collaboratively across departments to troubleshoot client issues, take action on client feedback and resolve client pain-points.
• Take responsibility for organising, taking meeting notes and following up with stakeholders.
• Provide rotational weekend and holiday coverage as and when needed.

What We Look For In You

• Exceptional Communication Skills: We seek individuals who can seamlessly navigate between written and verbal communication channels, adeptly handling high volumes of chats and phone calls while maintaining professionalism and clarity. Proficiency in English as working language and preferably an additional language to converse with our diverse client-base. 
• Proactiveness & Learning Agility: In order to keep abreast with the ever evolving landscape, you will need to proactive absorb and assimilate new pieces of information to carry out tasks independently. Whether this is product-driven, commercial awareness or a feature request, the ability to understand, evaluate and contextualise is paramount.
• Relentless Attitude and Critical Thinking: The ability to understand the core of any issue and then tackle through to resolution, is critical in ensuring we deliver the optimal client experience.
• Customer-Centric Mindset: The ideal candidate should possess a strong commitment to providing unparalleled support to our clients. This entails not only prompt responses but also a dedication to delivering accurate, valid, and comprehensive information to address their queries and concerns effectively.
• Data-Analytical Expertise: Experience with conducting data analysis, dashboard development and experience managing large data sets would be advantageous. Similarly, proficiency in SQL or Python would be a plus
• Problem-Solving Attitude: We value individuals who thrive in resolving customer issues promptly and efficiently. From account-related inquiries to API concerns, you should demonstrate a knack for diagnosing problems, providing clear explanations, and implementing solutions effectively.
• Adaptability and Teamwork: In a dynamic environment, adaptability and teamwork are key. We value candidates who can adapt to evolving processes and collaborate effectively with team members to deliver exceptional customer service consistently.
• Willing to commit to working on a shift schedule, and including weekends at times but not exceeding 5 days per week.

Perks & Benefits

• Competitive total compensation package
• L&D programs and Education subsidy for employees’ growth and development
• Various team building programs and company events
• Wellness and meal allowances
• Comprehensive healthcare schemes for employees and dependants More that we love to tell you along the process!

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