Jul 15, 2023

Enterprise Relationship Management Associate

  • Shift
  • Malaysia

Job description

Shift Markets was founded in 2009, as a leader in traditional finance and the FX space. Sensing the seismic shifts taking place in the financial industry and recognizing the disruptive power of digital assets, we made it our mission to make these decentralized trends accessible to every business, from market leaders to small retailers.

Our recent growth has created an opportunity for an Enterprise Relationship Management Associate on our customer success team.  In this role, you will be responsible for providing top-notch services to our enterprise customers as you identify their needs, help them grow, and generally maintain Shift’s relationship with these organizations. At times the specific responsibilities of this role will be ambiguous. The main theme which ties these responsibilities together is taking ownership of maintaining important relationships for Shift.

At a high level, you will onboard new customers to help them build a foundation for success, work with existing customers to increase the value they get from Shift’s services, identify customers who are rapidly growing, and identify customers who need extra support. You will contribute to the improvement of processes and help build content related to onboarding, training, and overall success with Shift Markets. 
Considering that Shift is still establishing itself in Southeast Asia, there may be times when business development responsibilities are connected to this role. This might include attending local events to establish relationships with existing players in the local crypto community. It will be seen as a major plus to have previous experience in the crypto industry in Southeast Asia.

• Deliver world-class service to our enterprise customers
• Communicate daily and build relationships with key stakeholders
• Become an expert at using Shift’s products. 
• Provide training to clients
• Be proactive in anticipating and resolving customer issues
• Collaborate internally with sales, development, operations, and support to meet client needs
• Pursue local business opportunities relevant to Shift Markets
• Attend local industry events to establish or expand key relationships
• Contribute to building client-specific documentation and knowledge base Identify upsell opportunities for clients to expand the use of Shift’s services
• Provide regular updates to internal + external teams about strategy, adjustments, and progress
• Contribute to the development and management of our customer success ecosystem
• Approach requests creatively to maximize value for both Shift and the client

• Strong communication and collaboration skills, with the ability to tailor messaging to a wide variety of audiences at differing levels of technical sophistication
• Strong project management skills, and experience in leading projects through the full life cycle
• Autonomous worker able to keep up in a face-paced environment 
• Ability to manage own workload without the need for heavy oversight
• General understanding of trading and cryptocurrency
• Experience working in the crypto ecosystem Familiarity with API integrations is a plus
• Attitude and capability over experience
• Some travel will be required
• Acute attention to detail
• Engaging personality and enjoys interacting with customers
• Proficient with Asana and Google apps
• Strong understanding of cryptocurrency and FX trading

• Bachelor’s degree
• English Level C2 is required for this role
• Minimum 1 year of experience in CS or CX

This is a remote-based position that requires working 40 hours each week.  Salary depends on experience.  This position is intended for candidates based in Southeast Asia.