Client Services Manager

About us

First Digital is a digital asset focused trust, custody, financial technology company at the vanguard of the emerging digitalization of assets, where the full value for your worldly assets can finally unite like other digital data. Our best-in-class custodian and near-banking layer enables previously unattainable options for payments, asset management and access to products that can help enhance financial inclusion.

Our infrastructure – including FDUSD, Asia’s 1st home grown blockchain-based USD stable-coin – Developed to help economies, institutions and developers gain access to technology breakthroughs and capitalize on the digital evolution of finance, trust, and technology.

Client Success is a crucial part of the GTM function that has key business areas responsible for efficiently bringing the best of First Digital to our clients through a broad and relevant suite of financial services capabilities: Trust and Custody Asset Management, Global Payments, OTC, Stablecoin Delivery Management and Digital Asset Transformation & Tokenization.

The Client Success Manager is a primary point of contact for clients to access the entire suite of Financial Services capabilities and solutions offered by First Digital.

This is achieved by working in close partnership with the Go-To-Market teams in the day-to-day planning and servicing for the client. The individual is responsible for managing clients needs - which are in line with the business proposition of the Sales and Marketing teams - and is fundamental in growing existing business relationships, assuring a holistic and high-standard client experience.

Responsibilities:

• Develop, manage and maintain overall relationship with the client, providing an holistic client experience
• Be the first point of contact and the overall responsible person with regard to dealing with client enquiries
• Develop new business and existing clients, spending a great proportion of time focused on building and sustaining long-term relationships
• Work as a team with the Institutional Sales Manager (SAM) to build deepen client relationships and get involved in outreach data sharing
• Keep day-to-day responsibility for keeping abreast of all client-impacting initiatives from the respective markets
• Proactively identifying client new service needs, involving payment and finance specialists to further develop the opportunity with each client
• Perform continuous market analysis to identify potential client leads and opportunities
• Where clients are not assigned an Sales Manager, own the overall suitability and appropriateness for client request; taking client execution orders where required and ensuring that all corresponding checks are performed
• Participate in relevant client social events as well as in PR and other marketing activities
• Uphold the team’s operating rhythm (e.g. regular prospect review, pipeline review, account planning, etc.), leading by example and demonstrating role-model behavior
• Work in close co-operation with other coverage, product and support functions to deliver FD’s value proposition, leveraging also other FD divisions where possible
• Actively support the business / growth strategy, plans and values, contributing to the achievement of a high performing team
• Act within professional, legal and ethical boundaries and guidelines, observing all internal and external compliance regulations and code of ethics and conduct; flagging and managing reputational risks and conflicts issues
• Respond promptly to client inquiries via various communication channels including email, live chats, and calls
• Conduct client satisfaction (NPS) surveys and analyze clients’ feedback.
• Work closely with internal departments such as compliance, finance, settlement, product, and operation teams to resolve client issues promptly and effectively
• Prepare application form, fee schedule, agreements and collect KYC information to facilitate client onboarding processes
• Monitor client onboarding process, regularly update the status to sales manager and clients
  
  

Requirements:

• Bachelor’s degree in Business Administration, Marketing, Finance, or a related field is preferred, or more than 3 years of working experience in client service or a customer-facing role at a recognized Financial Services firm.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to manage multiple tasks and prioritize effectively.
• Proficiency in Microsoft Office Suite, Deskpro, CRM.
  
  

Preferred Skills:

• Experience in the private banking/FinTech B2B industry.
• Proficient in English speaking. Mandarin / Cantonese is a plus.
• Knowledge of client service principles and practices.
• Ability to work independently and as part of a team.
• Strong organizational and time-management skills.
  
  

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. First Digital Trust reserves the right to amend this job description at any time.