VP/Associate, Client Management

Hex Trust is a fully-licensed and insured digital asset custodian. Led by veteran banking technologists and award-winning financial services experts, Hex Trust has built Hex Safe, a proprietary bank-grade platform that delivers solutions for digital asset protocols, foundations, financial institutions, and the Web3 ecosystem. Hex Trust has offices in Singapore, Hong Kong, Dubai, Italy, and Vietnam.

Position Summary

At Hex Trust, our Client Management team interacts closely with some of the most forward-thinking players in the digital assets industry, from traditional financial institutions to digital natives. The ideal candidate is obsessed with providing the absolute best client experience. He/She is eager to make an impact externally with clients as well as internally within the organization, and is not afraid to roll up their sleeves to get things done. We look for highly empathic and passionate people with high EQ, and the ability to excel in a fast-paced and ever changing environment. Come make a real impact at one of the most exciting and growing companies in the industry.

Responsibilities

We are looking to bring in a leader that will help grow the team and support our client base globally. You will support the mission of your clients every day by leading a team that manages the entire post-sales process.

Our Client Management team is a group of highly talented and dynamic contributors. Each individual ensures that every one of our clients has the best experience possible, every single time they interact with us. The team efficiently manages all new clients’ onboarding, as well as inbound service requests and communications. Alongside nurturing client relationships, the team focuses on continuous improvement of internal processes via a variety of ad-hoc projects aimed at increasing efficiency, automation and scaling of our operations while keeping exceptional client servicing standards as the primary goal.

You are responsible for providing the best-in-industry experience to our clients throughout the onboarding process and on-going account management activities. The team is responsible for ensuring a seamless onboarding experience and providing bespoke care to our clients by responding to their inquiries in a timely and thoughtful manner. You will become intimately familiar with the operations of our clients and their use of our platform and will anticipate their needs and serve as an advocate for them internally. You will work closely with your Client Operations teammates in ensuring processes and procedures are developed and continuously refined.

• Create a hiring plan for the APAC market to ensure proper bandwidth for all team members to help grow the region
• Create a plan for developing strong relationships with the largest clients in the region and identify all key players and their missions.
• Build long-lasting relationships with clients by becoming their key point of contact
• Ensure smooth and timely client onboarding by coordinating internally with the different teams involved (Sales, Operations, Product, Compliance, etc.)
• Address inbound Client requests and issues via email, chat and phone
• Create process enhancements and efficiencies via proactive improvement projects
• Provide periodic on-call support coverage for customer issues outside of business hours
• Work closely with sales, compliance, product, operations, and other internal teams to ensure proper collaboration cross-functionally
• Be the voice of our clients and have built internal credibility to push forward clients feedback and product initiatives.
• Increase the efficiency and scalability of the team by automating, simplifying, and improving daily workflows.

Requirements

• Confident verbal communication and polished written communication
• Comfort with flexible hours, including weekends, for comprehensive support coverage
• Experience managing and scaling a team of client management managers, technical account managers or similar in a high-growth startup environment
• Comfort working in a fast-paced, evolving, ambiguous environment
• Emotional intelligence and an empathetic propensity to read between the lines and understand what the client is saying (and what they mean)
• Additional languages a plus
• Experience with CRM software such as HubSpot
• Deep technical knowledge or are able to quickly gain that knowledge on the following subjects: blockchain, crypto-economics, security engineering
• Keen ability to adapt and learn quickly as business strategies evolve and new products are introduced.

Candidates who do not tick all the boxes are still encour