- Company Name
- OKX
- Job Title
- Institutional Relationship Manager
- Job Description
-
**Job Title**
Institutional Relationship Manager
**Role Summary**
Serve as the primary interface for institutional clients of a leading crypto exchange, delivering high‑quality operational and technical support. Leverage knowledge of trading, APIs, and liquidity to resolve client issues, strengthen relationships, and drive revenue opportunities while collaborating with cross‑functional teams.
**Expectations**
- Actively engage with senior relationship managers and internal teams to anticipate and solve client needs.
- Maintain a professional, customer‑centric approach across written, chat, and phone interactions.
- Demonstrate proactive learning, adaptability, and data‑driven decision making.
- Work flexible shifts, including weekend coverage, with a maximum of five days per week.
**Key Responsibilities**
1. Respond to high‑volume client inquiries via chat, email, and phone, ensuring timely, accurate, and comprehensive information delivery.
2. Resolve time‑sensitive technical and account issues—API access, liquidity, product functionality, and account management.
3. Build and nurture long‑term relationships with institutional clients, identifying cross‑sell and upsell opportunities.
4. Communicate major product changes, updates, and regulatory developments to clients in a clear and timely manner.
5. Collaborate with product, compliance, risk, and technology teams to troubleshoot issues, implement client feedback, and improve service delivery.
6. Organize and document meetings, take notes, and follow up with stakeholders to ensure action items are completed.
7. Participate in data analysis and dashboard reporting to monitor client satisfaction, issue trends, and support KPI achievements.
8. Provide weekend and holiday coverage as required, maintaining service availability for clients across time zones.
**Required Skills**
- Fluent in written and spoken English; additional language preferred.
- Strong verbal and written communication, with the ability to handle high‑volume interactions professionally.
- Proven problem‑solving skills, critical thinking, and a customer‑centric mindset.
- Technical aptitude in crypto trading concepts, APIs, and account operations.
- Basic data analytics capability: SQL, Python, or comparable tools; aptitude for extracting insights from large datasets.
- Proactive learner who adapts quickly to changing processes and technologies.
- Teamplayer with strong collaboration and cross‑functional coordination skills.
**Required Education & Certifications**
- Bachelor’s degree in Finance, Business, Computer Science, Information Technology, or a related discipline.
- Relevant certifications (e.g., Certified Financial Analyst, Certified Data Analyst, or similar) are advantageous but not mandatory.