Technical Client Success Manager Singapore

About Elwood

Elwood Technologies is an FCA regulated firm that provides end-to-end institutional-grade digital asset Execution Liquidity Access and Portfolio Monitoring & Risk Management Software. Built with institutions for institutions Elwoods EMS offers best available price execution smart order routing and algorithmic tooling alongside a traditional finance grade Portfolio Management System.

Built by industry experts with decades of combined experience in investment management and digital technology we are looking for a Technical Client Success Manager to join our Client Delivery team and strengthen client relationships across Asia.

Job Description

Elwood is seeking a Technical Client Success Manager to join our Client Delivery team. With team members currently based in London New York and Singapore this role supports our mission to deliver 24/7 world-class service to clients operating in the digital asset ecosystem.

As part of the Client Delivery team you will serve as both a technical point of contact and a relationship owner for our clientsensuring their success through proactive support solution design and close collaboration with our Product Engineering and Sales teams. You will be instrumental in resolving complex technical issues translating client needs into tailored solutions and working closely with Sales to identify opportunities to expand how clients use the Elwood platform.

This is a fantastic opportunity for someone with a strong technical foundation and client-facing experience who is excited about digital assets and the technologies powering next-generation financial systems.

• Provide timely high-quality technical support to Elwood clients via live chat email and other communication channels.
• Own investigate and resolve complex technical issues escalating where appropriate and ensuring end-to-end issue resolution.
• Manage triage and respond to Tier 13 technical support cases and client escalations.
• Build and maintain strong client relationships acting as a trusted advisor throughout the client lifecycle.
• Understand client workflows and business objectives to solutionise effectivelypackaging and positioning Elwoods capabilities to meet evolving client needs.
• Work closely with the Sales team to identify upsell and cross-sell opportunities within existing accounts.
• Collaborate closely with Engineering Product and Sales teams to provide structured client feedback and contribute to product improvement.
• Gather and document client requirements translating them into clear technical or product requests.
• Assist in customer onboarding and act as a trusted technical advisor ensuring seamless integration and platform adoption.
• 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.
• Represent Elwood in external discussions with partners or integration stakeholders as needed.

Essential Skills & Experience

• 35 years of experience in a client-facing technical role such as Technical Account Manager Client Success Manager Solutions Engineer or Technical Support Engineer.
• Solid understanding of APIs technical integrations and front-to-back trading system workflows.
• Ability to solutioniseunderstanding 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.
• Familiarity with financial markets particularly FX or macro products; 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.

Desirable Skills

• 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.
• Previous experience in fintech crypto trading platforms or blockchain infrastructure providers.
• Existing network or relationships within the institutional digital assets space in Asia.

Qualifications and previous work experience

• Bachelors degree in Computer Science Engineering Finance or a related field (or equivalent practical experience).
• 35 years prior experience working in financial technology capital markets or blockchain-enabled platforms is highly desirable.

What we offer:

Competitive salary and compensation packages

Fully paid medical and discounted dental schemes for employees and their family

Generous time off bank holidays

Enhanced parental leave for all employees who have been with the company for one (1) year

Weekly Grab allowance to use in the office of up to S$75

Discounted gym scheme

Employee Assistance Programme

Paid study leave and personal leave

Why Elwood

• Join a series A FinTech company and help shape the future of finance
• A startup with deep financial backing and a strong market presence
• Our platform is enabling institutional access to the most exciting growth opportunity in Finance
• Work with a modern technology stack and help solve high impact problems
• Strong client focused team with a diverse background
• Were a Global company and have modern centrally based offices in London New York and Singapore.