Client Services Manager
1 day ago
**Overview**:
The Client Services Manager ensures exceptional end-to-end service delivery, operational efficiency, and client satisfaction across all AsiaNext products and platforms. Acting as a trusted partner and client advocate, this role manages the post-sales relationship, ensuring clients receive timely support, proactive insights, and scalable solutions aligned with commercial objectives.
**Key Description**:
1. Service Delivery & Issue Resolution
- Handle all client enquiries courteously, accurately, and in a timely manner
- Track and monitor service requests through internal systems, ensuring closure within SLA
- Act as the escalation point for service issues, coordinating fast and transparent communication between clients and internal teams
- Collaborate with Sales, Product, Operations, and Technology to anticipate client needs and prevent repeat issues
- Support onboarding and training for new clients or product releases, ensuring readiness and smooth adoption
- Maintain accurate billing and service records to ensure transparency and compliance
2. Client Engagement & Relationship Management
- Partner with Sales to conduct client meetings, governance check-ins, and product updates
- Assist in developing client account plans that align commercial objectives with service outcomes
- Conduct periodic relationship reviews, sharing key service metrics and recommending workflow optimizations
- Understand each client’s business model and trading behavior to ensure tailored and relevant solutions
- Provide clear, professional communication that positions AsiaNext as a trusted and proactive partner
3. Cross‑Functional Coordination & Business Development Support
- Coordinate with internal teams to deliver an integrated, high-quality service experience
- Support onboarding of new clients, managing documentation, testing, and internal handovers
- Capture and share client feedback to help refine product features and operational processes
- Identify potential cross-sell or upsell opportunities through regular client interactions
- Track and report client service metrics such as satisfaction scores, resolution times, and retention
**Education and Qualifications**:
- Bachelor’s degree in Business, Finance, or a related field
- 1-3 years of experience in client service, account management, or operations within financial services, fintech, or trading environments
- Strong interpersonal and communication skills, with a polished client-facing presence
- Highly organized and able to manage multiple priorities in a fast-paced setting
- Familiarity with derivatives, clearing, or crypto markets is an advantage
- Detail-oriented, reliable, and motivated by delivering measurable client impact
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