1.
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 their expectations and ensuring high satisfaction and retention.
* Lead end-to-end client onboarding, ensuring seamless integration and platform adoption.
1.
Platform Solutioning & Technical Requirements Translation
* Understand client workflows and business objectives deeply to design tailored platform solutions, product recommendations and commercial opportunities that solve clients’ operational and execution challenges.
* Bridge the gap between clients and internal teams e.g. sales, product and engineering to capture client needs and translate them into structured technical specifications for Elwood’s Product and Engineering teams to shape the global roadmap.
1.
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.
1.
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.