VIP Customer Success Manager

BTCC Limited; Kuala Lumpur; In loco; MYR 120.000 - 180.000; Tempo pieno

Descrizione del lavoro

BTCC Limited in Kuala Lumpur seeks a driven VIP Key Account Manager to cultivate long-term relationships with top clients in crypto/fintech. The role requires night-shift availability and acts as the primary advocate for VIP customers, ensuring maximum value from our platform.

You will build strategic client partnerships, monitor activity, drive retention and growth, and collaborate with Operations, Product and Engineering to deliver a premium trading experience.

Competenze

• Minimum 3 years of hands-on crypto/FX/fintech experience.
• Fluent in English and Mandarin.
• Experience managing full VIP lifecycle, including tier changes.
• Strong interpersonal and communication skills.
• Analytical, data-driven decision making.
• Able to manage multiple VIP accounts in a fast-paced environment.
• Willing and able to work night shifts.

Mansioni

• Develop and maintain deep relationships with key VIP users.
• Act as a trusted strategic partner to ensure seamless trading experience for VIP clients.
• Own VIP client communications, respond to enquiries, and expedite issue resolution.
• Monitor VIP account activity and outreach to identify growth opportunities.
• Gather and analyse client feedback, deliver actionable insights to inform product and service improvements.
• Boost VIP loyalty, identify opportunities to expand VIP user base and increase trading volume.
• Collaborate with regional managers, Operations, Product and Engineering to deliver premium customer experience and hit retention and growth KPIs.
• Help VIP clients fully unlock our platform value, driving sustainable business growth and profitability.

Conoscenze

VIP account management

Crypto/Fintech experience

Client relationship skills

Data analysis

Night shift capability

Bilingual: English/Mandarin

Descrizione del lavoro

As we scale our presence across European and North American markets, we are seeking a driven VIP Key Account Manager (KAM) to join our expanding team and cultivate long-term, trusted relationships with our VIP customers. This position is based in Kuala Lumpur, Malaysia, and requires night-shift availability. You will serve as a strategic advisor and primary advocate for our high-value customers, supporting them to maximize value from platform. You will leverage your industry expertise to build robust client partnerships and champion customer satisfaction, retention, and growth.

Key responsibilities

Develop and maintain deep relationships with key VIP users. Act as a trusted strategic partner to ensure seamless trading experience for VIP clients.

Own VIP client communications, respond to enquiries, and expedite issue resolution.

Continuously monitor account activity, conduct regular outreach to VIPs, identify growth opportunities.

Gather and analyse client feedback, deliver actionable insights to inform product and service improvements.

Boost VIP loyalty, identify opportunities to expand VIP user base and increase trading volume.

Partner with regional country managers, Operations, Product and Engineering teams to deliver premium customer experience and hit retention & growth KPIs.

Help VIP clients fully unlock our platform value, driving sustainable business growth and profitability.

About you

Minimum 3 years of hands‑on experience with cryptocurrency, FX or fintech / financial services, with a proven track record of growing VIP transaction volumes.

Fluent in English and Mandarin.

Demonstrated experience managing the full VIP client lifecycle, including VIP tier upgrades and downgrades, rather than only partial customer journey tasks.

Outstanding interpersonal and communication capabilities.

Strong track record of building lasting client relationships and elevating customer satisfaction.

Analytical thinking, able to extract insights from data to support data‑backed decisions.

Capable of managing multiple VIP accounts and competing priorities within a fast‑paced environment.

Willing and able to work night shifts.