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Client Services Lead

First Digital Trust Kuala Lumpur, Malaysia
Posted 28 days ago Permanent Competitive
Client Services Lead
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.

We are currently seeking a high calibre professional to join our team at our Kuala Lumpur Office as the Client Success Lead with a Clear Mission: Deliver the holistic client experience & client relations strategy that can drive sustainable engagement, recommendations, retention and business growth.

Responsibilities:
  • Drive the Listen, Act and Deliver the Client Experience Model to recover service issues, build NPS x complaint insights and actions with scale, speed and depth. This role listens to client voices, plans and leads the team to drive service resolutions to mitigate complaints and increase advocacy.
  • Mobilize prioritized client journeys' enhancements to pre-empt complaint and deepen ownership with stakeholders & journey owners (sales & compliance) to drive best in class client experience across the business.
  • Drive strategic initiatives and CX projects that align with the long-term vision of business and client growth priorities.
  • Deliver global Client Experience initiatives across key client interfaces or channels to ensure quality, consistent and sustainable client experience.
  • Develop and lead a team of high performing CSMs and admins that embrace a culture of FD; excellence, partnership, innovation, and change.
  • Bring thought leadership by representing CSM and First Digital at industry events and bring back best practices to shape the organization.
  • Build key client relationships to understand the unique needs and industry trends in the crypto and fintech community.
  • Establish CS operating rhythm that tracks, reports, and analyzes effectiveness of the team in achieving Strategic Objectives, Regional CSM KPIs and monitors client satisfaction/needs.
  • Collaborate with Regional Sales & Account Management Leaders to develop and execute retention and growth strategies to achieve ambitious growth goals.
  • Leverage data and client sentiment to drive the voice of the client across the Group (commercial ops, sales, marketing) to improve solution offerings and client satisfaction.

Requirements:
  • 6+ years of leadership experience, knowledge of APAC region Fintech and Crypto landscape and a track record of creating a culture of operational excellence and consistency, performance excellence, and delivering against growth goals.
  • Seasoned mentor and coach equipped to develop managers and identify talent.
  • Proven ability to deliver results through development of key sales and revenue metrics
  • Highly strategic and able to prioritize aligning functional priorities to the company's commercial objectives.
  • Exceptional and effective communication skills with ability to flex style based on audience and purpose.
  • Demonstrated knowledge of client success, fintech and crypto markets, and wealth management workflows to shape retention strategies.
  • Natural collaborator that can drive client advocacy and influence stakeholders.
  • Innovator who utilizes data to inform decisions, simplify complex problems, improve the client experience and client lifecycle.
  • High level of commercial acumen and an understanding of FinTech GTM tactics a benefit.

#LI-Onsite

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.
Job ID  4319937101
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