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Hex Trust
Associate/VP, Client Management
5 months ago | 353 views | Be the first one to apply

Associate/VP, Client Management


About the company

Hex Trust is fully licenced, insured and Asia's leading digital asset custodian. Led by veteran banking technologists and award-winning financial services experts, Hex Trust has built a proprietary bank-grade platform – Hex Safe – that delivers a custody solution for banks, financial institutions, asset managers, exchanges, and corporations. Through Hex Safe, clients can access liquidity providers, exchanges and lending & staking platforms, enabling seamless access to services while assets are held in our highly secure and regulated platform. Hex Trust has offices in Hong Kong and Singapore and is expanding to the European market during 2021. Hex Trust is a registered Trust Company under the Hong Kong Trust Ordinance and holds a Trust or Company Service Provider (TCSP) license under the Anti-Money Laundering and Counter-Terrorist Financing Ordinance.

Job Summary


📍We are looking to bring in some highly motivated team members and support our client base globally. You will support the mission of your clients every day by being an integral part of the 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.


📍Develop strategic plans to cultivate strong, profitable relationships with assigned clients. Identify key players and their objectives to facilitate cross-selling and up-selling opportunities. 📍Build enduring relationships with clients, becoming their primary point of contact and ensuring their experience with Hex Trust is consistently exceptional. 📍Coordinate with internal teams (Sales, Operations, Product, Compliance, etc.) to ensure timely and seamless client onboarding. 📍Respond to inbound client requests and issues via email, chat, and phone, always aiming to exceed expectations. 📍Provide on-call support for customer issues outside of business hours, demonstrating commitment to client satisfaction. 📍Advocate for clients internally, using your credibility to promote client feedback and product initiatives. 📍Enhance processes and increase team efficiency and scalability through proactive improvement projects, including automating, simplifying, and improving daily workflows.

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