Relationship Manager

Overview

Since being founded in 2018, Copper has been building the standard for institutional digital asset infrastructure with a focus on custody, collateral management, and prime services. Copper provides a comprehensive suite of custody, trading and settlement solutions that reduce counterparty risk and bring greater capital and operational efficiency to digital asset markets. Copper’s Multi-Party Computation (MPC) technology underpins secure custody and connects to centralised exchanges, DeFi applications and staking pools without assets leaving custody. ClearLoop supports a full prime services offering, connecting global exchanges and enabling customers to trade and settle directly from MPC-secured wallets, with settlement times reduced to a few milliseconds and without blockchain network dependency. Copper carries strong industry certifications and one of the strongest insurance coverages in the sector from an A+ rated insurer.

DEPARTMENT/ TEAM PURPOSE:

The Global Relationship Management team sits within the Commercial department. The core function of the role is to be the gateway to the Copper platform for our key clients. The RM Team is responsible for maintaining the technical health of Copper’s clients, driving revenue growth, and identifying more effective ways to continue to grow revenue across the Copper business. The RM team is responsible for setting the strategic vision for Copper’s key clients, in collaboration with Executive Management and thereby impacting and influencing the overall revenue strategy of Copper.

Work as a trusted advisor by establishing, maintaining and growing the long-term relationship with Copper’s client base and internally across departments.

This role will require the successful candidate to liaison with internal stakeholders globally to ensure effective management of an existing client portfolio. They will ensure client satisfaction by maximising product value, whilst identifying growth opportunities and leveraging broader Copper relationships. This role is client-facing, requiring a good working knowledge of crypto, trading platforms and experience working on SAAS Fintech implementations.

• Develop and maintain strong relationships with key clients, ensuring their needs are consistently met and they receive exceptional service.
• Identify and pursue opportunities on existing accounts, contributing to the FY revenue target set by the Board.
• Meet the annual OKRs set by Head of Relationship Management.
• Serve as the primary point of contact for clients, efficiently addressing their inquiries, concerns, and requests promptly and professionally.
• Review account performance and discuss future strategies with our clients.
• Understand what the business wants from each client and what each client expects from the business.
• Develop and implement strategies to enhance client retention and satisfaction, ensuring long-term client loyalty.
• Provide clients with technical updates and product feature reviews dependent on client strategy.
• Effectively communicate and collaborate with internal stakeholders to ensure seamless service delivery and coordinate relevant updates for clients.
• Ensure all feedback and opportunities are communicated, pursued and tracked appropriately.
• Maintain organized and accurate records of client interactions, communications and account health.
• Action all required projects (commercial and regulatory) ensuring unified communication and collaboration between clients and internal teams.
• Act as the primary company stakeholder for managing and responding to existing client Due Diligence Questionnaire (DDQ) requests, ensuring timely and accurate completion.
• Oversee the technical setup process for clients post-onboarding, ensuring that all configurations are completed efficiently and align with the expected Annual Recurring Revenue (ARR) targets.
• Manage the wind-down processes during the off-ramp phase of clients, ensuring a smooth and orderly transition.
• Stay informed about industry developments, regulatory changes, and emerging technologies in the cryptocurrency space.

• Excellent written and verbal communication skills in both English and Mandarin.
• Demonstrated experience building trust and influencing decision-makers in order to develop long-lasting business relationships, and design effective client strategies.
• Comfortable having a high degree of autonomy and shown ability in managing priorities from multiple internal and external partners.
• Prior experience working in a finance or a trading firm and understanding key financial systems and fund structures.
• In-depth knowledge of the financial services industry
• You will have proven success building relationships with both internal and external stakeholders in an organized and professional manner.
• Logical thinker/problem solver who is self-motivated and a strong contributor within a team.
• You will have an in-depth knowledge of Crypto, Custody and Trading platforms.
• You will have a strong understanding of project management principles.
• Previous experience working with Salesforce or a similar CRM tool.

Copper is an equal opportunity employer. We embrace diversity and equal opportunities in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. So, bring us your experience, perspectives, and skills. It is in our differences that we will continue to grow and ensure Copper is transforming how institutional investors engage with digital assets. Copper is a Disability Confident Employer, please let us know if you have a disability. If you require us to provide any assistance during the recruitment process, then we would ask you to highlight this to us and we will be happy to accommodate.