Senior Director, Head of Key Accounts and Client Success Group

As the Senior Director, Head of Key Accounts and Client Success Group, you will be responsible for leading the company’s strategic efforts in managing high-value client relationships and ensuring exceptional service delivery. You will oversee the Key Accounts and Client Success teams, driving revenue growth, client retention, and satisfaction. This role requires a leader with proven experience in client relationship management, business development, and a deep understanding of the digital asset landscape. You will work closely with cross-functional teams to ensure that our clients receive best-in-class solutions and services.

Key Responsibilities:

1. Lead and manage the Key Accounts and Client Success Group, overseeing the performance, development, and engagement of team members.
2. Develop and implement strategies to enhance client relationships, drive client retention, and expand revenue opportunities.
3. Own and manage relationships with top-tier clients, acting as their advocate within the company and ensuring their long-term success.
4. Collaborate with internal stakeholders, including sales, product, operations, and marketing teams, to deliver customized solutions that meet client needs.
5. Set and monitor key performance indicators (KPIs) related to client satisfaction, retention, and business growth.
6. Drive continuous improvement in client success processes, from onboarding through to renewal and expansion.
7. Serve as a thought leader in the industry, staying abreast of market trends and contributing to the company’s strategic direction.
8. Ensure all client interactions are aligned with company values and brand promises.
9. Prepare and present regular reports to the executive team on the performance of the Key Accounts and Client Success functions.
10. Manage budget planning and resource allocation for the team.

Key Requirements:

• Bachelor’s degree in Business, Marketing, or a related field; MBA or equivalent advanced degree preferred.
• Minimum of 10-12 years of experience in key account management, client success, or business development, preferably within the FI industry
• Proven track record of managing and growing relationships with large, complex clients.
• Strong leadership skills with experience managing and developing high-performing teams.
• Excellent communication, negotiation, and interpersonal skills.
• Ability to collaborate effectively across departments and with senior leadership.
• Analytical mindset with the ability to leverage data to drive decisions and measure success.
• Strategic thinker with the ability to anticipate client needs and proactively offer solutions.
• Ability to speak both English and Mandarin so to manage English and Chinese-speaking stakeholders