Relationship Manager

Copper.co • New York, NY

6d • $90,000 - $110,000 • Hybrid

About The Position

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 liaise 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. Fluency in English is required and other European languages would be a bonus.

Requirements

• Experience working in the crypto industry with an in-depth knowledge of Crypto, Custody and Trading platforms.
• Excellent written and verbal communication skills.
• 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.
• Proven success building relationships with both internal and external stakeholders in an organised and professional manner.
• Logical thinker/problem solver who is self-motivated and a strong contributor within a team.

Nice To Haves

• A strong understanding of project management principles.
• Previous experience working with Salesforce or a similar CRM tool.
• Fluency in other European languages.

Responsibilities

• Develop and maintain strong relationships with key clients, ensuring their needs are consistently met and they receive exceptional service.
• Identify and pursue cross-sell 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 organised 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.

Benefits

• 25 days annual leave per annum in addition to local bank holidays. Employees also receive one additional day of annual leave for each year of service.
• Comprehensive health cover - medical, optical and dental benefits.
• Life Insurance
• Commuter Benefit Programme

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed