Senior Institutional Account Manager

OKX • Full-time • São Paulo, Brazil • 3w ago

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 a Senior Account Manager to join our team. The ideal candidate will have a solid understanding of financial markets alongside industry-specific knowledge. In addition, proficiency in English along with at least one additional language is a prerequisite. The primary responsibilities of this role include engaging with institutional clients and providing exceptional customer-centric services to clients, driving revenue through creative problem solving and collaborating cross-functionally to deliver solutions in a timely manner. Alongside a strong grasp of low-latency trading, an understanding of the jurisdictional nuances of onshore/offshore markets as well as prior managerial experience are highly desirable for this position.

What You’ll Be Doing

Spearhead a regional team of highly experienced and motivated professionals, driving the team to deliver solutions that align with client requirements. Your leadership will be instrumental in fostering collaboration, maintaining high performance standards, and achieving business objectives.
Prioritize and structure high-level deliverables by breaking them down into actionable, manageable tasks. Diseminate and manage progress whilst maintaining full accountability.
Work closely with peers to support clients, leveraging your financial markets 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.
Proactively drive regional revenue by continually analysing and assessing client needs. Proactively identify upselling opportunities to expand product and service adoption.
Handle a high volume of client enquiries, coordinate and delegate accordingly. Serve as the primary point of contact, fostering trust and building long-term relationships. Understand client goals, challenges, and industries to tailor solutions that drive success.
Provide exceptional support to clients by ensuring timely responses and delivering accurate, valid, and comprehensive information.
Work collaboratively across departments to troubleshoot client issues, take action on client feedback and resolve client pain-points.
Provide rotational weekend and holiday coverage as and when needed.

What We Look For In You

Product Knowledge Expertise: The ideal candidate will have robust product knowledge of OKX's product suite, coupled with an understanding of the nuances that differentiate us from the competition. You will understand the crux of client requirements and be able to pitch without assistance.
Proactivity and Cross-Departmental Collaboration: Proactively propose solutions to anticipate client needs and partner with product management teams to tailor solutions as necessary. Resolve complex issues for team members, identify gaps in business processes, and work with stakeholders to mitigate risks to the business effectively.
Mentoring and Leadership: Demonstrate exceptional leadership skills to inspire and motivate the team to consistently achieve OKRs. Take ownership of projects, leading cross-functional initiatives, fostering collaboration and driving successful outcomes.
Hunger for Success: Exhibit a strong drive for success while upholding the highest ethical standards and core company values.
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.
Ability to Learn Quickly: In order to keep abreast with the ever evolving landscape, you will need to rapidly absorb and assimilate new pieces of information. 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.
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.
Proactiveness and minimum supervision are needed, as ownership of responsibilities and a task-oriented mindset are a must in a remote set-up.
Able to work on a shift basis, including weekends at times but not exceeding 5 days/week.