Technical Account Manager- New York

Technical Account Manager

About Elwood 

We have built a digital asset trading infrastructure for institutional investors. Our seamless end-to-end platform connects to global crypto exchanges, custodians, and liquidity providers, via a single Application Programming Interface (API).

Built by industry experts with decades of combined experience in investment management and digital technology. Elwood provides market infrastructure at scale, enabling financial institutions, neobanks, and corporations to access digital asset markets quickly and efficiently.

Job Description

Elwood is seeking to appoint a Technical Account Manager to join our Product Team based in New York where you will contribute to the customer support, support workflows and problem solving requirements of the New York office whilst working closely with the Engineering Team.

• Provide Customer support to Elwood customers by investigating and troubleshooting and resolving customer issues via live chat and email
• Showing ownership and accountability for offering solutions to help and benefit our customers
• Manage, prioritise and respond to Tier 1, 2, 3 customer issues enquiries and escalations
• Engage with customers and collaborate with third parties and partners as required to feedback on Elwood products and services
• Provide feedback to product/engineering teams on Elwood product and service improvements and technical issues
• Gather customer requirements and articulate appropriate technical and non-technical solutions
• Proactively create and drive impactful changes across support workflows, policies and tools
• Assist with Elwood customer onboarding and success of the customer relationship
• Expertise in creating customer support documentation for Elwood customers

Qualifications / Knowledge

• Background in financial trading systems and software
• Awareness and passion for blockchain and cryptocurrency 
• Demonstrating pro-activity and accountability 
• Knowledge of Financial services/trading industry
• Crypto (Desirable)
• Project Management
• CRM  software
• SQ
• Experience in creating new client support processes
• Experiencing supporting customers with technical and product issues
• Experience with different channels of support
• Ability to understand challenging problems, find solutions and drive process improvement

Why Elwood?  

• Join one of the fastest growing FinTech companies and help shape the future of finance
• A startup with deep financial backing and a strong market presence
• Our platform is enabling institutional access to the most exciting growth opportunity in Finance
• Work with a modern technology stack and help solve high impact problems
• Strong client focused team with a diverse background  
• We’re a Global company and have offices in New York, Singapore & Geneva
• Competitive compensation package 
• A hybrid mode of working in office and working from home

Equal Opportunities

As an equal opportunity employer, you can read more about our policy here: https://elwood.io/diversity/