Relationship Manager

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 custody, trading and settlement solutions that reduce counterparty risk and improve capital and operational efficiency in digital asset markets. The Multi-Party Computation (MPC) technology at the core of Copper enables secure custody, with a custody system that can connect to centralised exchanges, DeFi applications, and staking pools without assets leaving the wallet. ClearLoop overcomes counterparty risk with exchanges and supports a full prime services offering that connects global exchanges, enabling clients to trade and settle directly from MPC-secured wallets. Copper maintains industry-leading security certifications and strong insurance coverage with an A+ rated insurer, positioning Copper as a partner of choice for institutions safeguarding assets.

DEPARTMENT/ TEAM PURPOSE:

The Global Relationship Management team sits within the Commercial department. The role's core function is to be the gateway to the Copper platform for key clients. The RM Team maintains the technical health of Copper's client base, drives revenue growth, and identifies opportunities to grow revenue across Copper. The RM team sets the strategic vision for Copper's key clients in collaboration with Executive Management and contributes to Copper's overall revenue strategy.

ROLE PURPOSE:

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

The successful candidate will liaise with internal stakeholders globally to ensure effective management of an existing client portfolio. They will maximize product value, identify growth opportunities, and leverage broader Copper relationships. This role is client-facing and requires a working knowledge of crypto, trading platforms, and experience with SAAS Fintech implementations.

KEY RESPONSIBILITIES:

• Develop and maintain strong relationships with key clients, ensuring their needs are 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 the Head of Relationship Management.
• Serve as the primary point of contact for clients, addressing inquiries, concerns, and requests promptly and professionally.
• Review account performance and discuss future strategies with clients.
• Understand business objectives and client expectations, and translate them into actionable plans.
• Develop and implement strategies to enhance client retention and satisfaction, ensuring long-term loyalty.
• Provide clients with technical updates and product feature reviews aligned with client strategy.
• Communicate and collaborate with internal stakeholders to ensure seamless service delivery and client updates.
• Ensure feedback and opportunities are communicated, pursued and tracked.
• Maintain organized records of client interactions, communications and account health.
• Drive required commercial and regulatory projects with unified communication between clients and internal teams.
• Act as the primary point of contact for managing due diligence questionnaire (DDQ) responses, ensuring timely completion.
• Oversee the technical setup process for clients post-onboarding, ensuring configurations align with ARR targets.
• Manage wind-down processes during the off-ramp phase of clients, ensuring a smooth transition.
• Stay informed about industry developments, regulatory changes, and emerging technologies in the cryptocurrency space.

SKILLS & EXPERIENCE

• Excellent written and verbal communication skills in English and Mandarin.
• Experience building trust and influencing decision-makers to develop long-lasting client strategies.
• Ability to work autonomously and manage priorities from multiple internal and external partners.
• Prior experience in finance or trading firms with understanding of financial systems and fund structures.
• In-depth knowledge of the financial services industry.
• Proven ability to build relationships with internal and external stakeholders in an organized, professional manner.
• Logical thinker and self-motivated team contributor.
• Deep knowledge of Crypto, Custody and Trading platforms.
• Strong understanding of project management principles.
• Experience 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. Copper is a Disability Confident Employer; please let us know if you require any accommodations during the recruitment process.

We invite applicants to respond to voluntary screening questions related to equal opportunity and government reporting. Completion is optional and will not affect hiring decisions.