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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 based in Singapore, working alongside teams in London and New York to deliver follow-the-sun support to a global institutional client base.
In this role, you will own a defined portfolio of clients end-to-end, managing their health, adoption, and growth while serving as their trusted advisor and internal advocate. You will combine client relationship management 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 book of clients 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, ensuring seamless integration and platform adoption
**Platform Solutioning & Technical Requirements Translation**
- Understand client workflows and business objectives deeply 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 closely with the APAC Sales team to participate in prospective client meetings, deliver compelling platform demonstrations, and pitch Elwood's capabilities to institutional buyers
- Identify and qualify growth opportunities within your existing book of accounts and develop upsell and cross-sell opportunities
- Represent Elwood at industry events and in discussions with ecosystem partners and venue integrators
**High-Touch Technical Support & Operations**
- Participate in the APAC support rota: provide timely, high-quality technical support to Elwood clients via live chat, email, and other channels during APAC business hours, with follow-the-sun handover to London
- Own, investigate, and resolve complex issues (order flow anomalies, market data feeds, execution exceptions), escalating where appropriate and ensuring end-to-end resolution
- Create and maintain high-quality support documentation and internal knowledge base articles
- Continuously improve support workflows, tools, and processes to enhance customer experience and internal efficiency
**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 a platform to senior client 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 rapidly evolving digital assets landscape
- Strong problem-solving skills with a logical, analytical mindset
- Excellent verbal and written communication skills; capable of clearly explaining complex concepts to both technical and non-technical audiences
- Proactive and client-focused, with a strong sense of ownership and accountability
- Ability to perform under pressure in a high-growth, dynamic environment; team player who thrives in collaborative settings
- 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/business-level understanding of Mandarin
