About the Role
We are seeking a proactive and detail-oriented Retention Specialist to join our Link Team/VIP and Institutional business team. In this role, you will focus on maintaining strong relationships with our existing clients, ensuring high retention rates, and supporting operational and administrative tasks that contribute to overall client satisfaction and business growth.
Responsibilities
- Manage and nurture relationships with current clients to maximize retention and satisfaction.
- Improving and implementing retention campaigns and loyalty programs tailored to Link clients.
- Assist in cross-functional program management (such as Travel Rule, Fiat (Binance Connect), KYC modules and periodic reviews of accounts).
- Monitor partner activity and user engagement to identify potential churn risks and proactively address them.
- Coordinate with cross-functional teams (e.g., TechOps, Marketing, Customer Support, Compliance) to resolve partner issues and improve service delivery.
- Handle day-to-day administrative tasks related to partner accounts, including onboarding support, documentation, and compliance follow-ups.
- Track and report on retention metrics, providing insights and recommendations for continuous improvement.
- Serve as a point of contact for clients regarding operational queries and minor escalations.
Requirements
- 0-3 years of experience in client retention, account management, or customer success, preferably in brokerage.
- Language requirement: English & Mandarin is required to be able to coordinate with overseas stakeholders.
- Familiar with the use of a CRM tool.
- Worked autonomously within or with a sales team.
- Client portfolio including institutional clients, HNW individuals, prop trading firms, private bank customers with brokers, futures institutions or commercial banks, etc.
- Strong communication, ability to be flexible in a variety of situations, excellent relationship maintenance and sales skills, able to work under pressure.
- Passionate about crypto. Industry experience would be of an advantage.