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Elwood Technologies is an FCA-regulated fintech firm providing institutional-grade digital asset execution, liquidity access, and portfolio monitoring & risk management software. The company is seeking a Technical Client Success Manager to join its Client Delivery team, which operates on a follow-the-sun model with team members in London, New York, and Singapore.
In this role, you will own a defined book of institutional clients end-to-end, managing their health, adoption, and growth while serving as their trusted advisor and internal advocate. You will combine client relationship ownership with hands-on technical support, understanding client workflows and translating complex needs into platform configurations and engineering requirements.
Key responsibilities include:
**Client Relationship Management & Expectation Setting**
- Own a defined client portfolio and act as the accountable owner of each client's success throughout their lifecycle
- Build deep relationships with senior stakeholders (Heads of Trading, CTOs, Operations Heads), proactively managing expectations and ensuring high satisfaction and retention
- Lead end-to-end client onboarding to ensure seamless integration and platform adoption
**Platform Solutioning & Technical Requirements Translation**
- Understand client workflows and business objectives to design tailored platform solutions and product recommendations
- Bridge the gap between clients and internal teams (sales, product, engineering) to capture needs and translate them into structured technical specifications for the product roadmap
**Prospects & Account Growth**
- Partner with the APAC Sales team to participate in prospective client meetings, deliver platform demonstrations, and pitch capabilities to institutional buyers
- Identify and qualify growth opportunities within your existing client base and develop upsell and cross-sell opportunities
- Represent Elwood at industry events and in discussions with ecosystem partners
**High-Touch Technical Support & Operations**
- Participate in the APAC support rota, providing timely technical support via live chat, email, and other channels during APAC business hours with follow-the-sun handover to London
- Investigate and resolve complex issues (order flow anomalies, market data feeds, execution exceptions), escalating where appropriate
- Create and maintain high-quality support documentation and internal knowledge base articles
- Continuously improve support workflows, tools, and processes
This role is ideal for someone with deep technical knowledge of front-to-back trading systems, strong commercial instincts, excellent presentation skills, and genuine excitement about digital assets and next-generation financial technologies.
**Requirements:**
- 2–5 years of experience in a client-facing technical role such as Technical Account Manager, Client Success Manager, Solutions Engineer, or Sales Engineer, ideally serving institutional clients
- Demonstrated ability to solutionise—understanding client needs and translating them into tailored platform configurations and product recommendations
- Strong relationship management skills with the ability to build trust and credibility with institutional clients; comfortable presenting and demonstrating platforms to senior stakeholders
- Solid understanding of APIs, technical integrations, and front-to-back trading system workflows (EMS/OMS/PMS, market structure, connectivity)
- Familiarity with financial markets and trading workflows; experience with valuation, risk, or pricing concepts is a plus
- Passion for blockchain, cryptocurrencies, and the digital assets landscape
- Strong problem-solving skills with a logical, analytical mindset
- Excellent verbal and written communication skills; capable of explaining complex concepts to both technical and non-technical audiences
- Proactive and client-focused, with strong ownership and accountability
- Ability to perform under pressure in a high-growth, dynamic environment; team player in collaborative settings
- Right to work in Hong Kong or Singapore
- Bachelor's degree in Computer Science, Engineering, Finance, or a related field (or equivalent practical experience)
- Prior experience in financial technology, capital markets, or blockchain-enabled platforms is highly desirable
**Desirable:**
- Existing network or relationships within the institutional digital assets space in Asia
- Previous experience in fintech, crypto trading platforms, or blockchain infrastructure providers
- Working knowledge of Python and/or SQL for basic data analysis, issue debugging, or system querying
- Experience with customer success platforms, support ticketing systems (e.g., Zendesk, Jira), or technical documentation tools
- Fluent or business-level understanding of Mandarin
