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    Senior Client Services Manager - Malaysia, Kuala Lumpur - First Digital

    First Digital
    First Digital Malaysia, Kuala Lumpur

    1 week ago

    Default job background
    Full time
    Description

    About us

    First Digital is a digital asset focused trust, custody, financial technology company at the vanguard of the emerging digitalization of assets, where the full value for your worldly assets can finally unite like other digital data. Our best-in-class custodian and near-banking layer enables previously unattainable options for payments, asset management and access to products that can help enhance financial inclusion.

    Our infrastructure – including FDUSD, Asia's 1st home grown blockchain-based USD stable-coin – Developed to help economies, institutions and developers gain access to technology breakthroughs and capitalize on the digital evolution of finance, trust, and technology.

    Responsibilities:

    • Take client account ownership and manage account revenue.
    • Monitor, upsell and cross sell new services into the existing client base.
    • Able to determine the best solution requirements for each client that can be deployed by other departments.
    • Build enduring relationships and display an understanding of the client industry, business environment and strategy to identify current and future opportunities.
    • Drive go-live and time to value for newly onboarded clients.
    • Develop and implement account success plans for key clients.
    • Measure and track customer satisfaction through NPS and increase loyalty.
    • Arrange and run platform demos.
    • Establish and grow client relationships and drive referrals.
    • Manage client communications including ad-hoc comms and quarterly newsletters.
    • Liaise and orchestrate with internal stakeholders to deliver services to clients.
    • Proactively seek client feedback and communicate it to product for continuous improvement.
    • Oversee onboarding and collaborate with client operations to improve client experience.
    • Maintain CRM hygiene.
    • Reporting responsibilities to management for visibility.
    • Attend conferences and networking events and represent the company.

    Requirements:

    • 5+ years' experience in a similar role.
    • Excellent customer service and relationship management skills.
    • Strong client engagement experience in the financial services market and ability to think strategically.
    • Self-motivated, result oriented and with the ability to generate new business opportunities from ground level.
    • Experience negotiating with clients and experience analysing commercial information.
    • Good understanding working with CRM platforms.
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