Customer Success Manager

About Us:

Allocated Bullion Exchange (ABX)

Allocated Bullion Exchange (ABX) is the world’s leading electronic institutional exchange for allocated physical precious metals. The ABX brings global trading, price discovery and clearing facilities into one standardised and secure online trading environment via our groundbreaking exchange trading platform, MetalDesk. 

The exchange introduces a new centrally cleared, transparent, and cost-effective allocated exchange system and standard for the industry by offering precious metal market participants an exchange where they are able to trade, deliver or store physical precious metal in 7 global locations. ABX gives market participants across the world direct access to one integrated and consolidated global wholesale bullion market. We have enhanced market efficiency, introduced inclusiveness and accessibility, and provided relevant real-time price discovery. 

ABX has Modernised, Globalised & Integrated the precious metal markets by redefining the way physical bullion is traded. We connect all major global liquidity centers and break down the barriers to entry to the global wholesale market for all market participants.

About the Role

We are seeking an experienced, driven, and ambitious Customer Success Manager to join our expanding Sales and Marketing team. Our mission is to help individuals worldwide protect and grow their wealth by reintroducing gold and silver as money, seamlessly combining the stability of precious metals with the innovation of blockchain technology.

This role presents a unique opportunity to join a newly developed global Customer Success team, where you will provide world-class customer support while promoting the company’s offerings to prospective clients across major international markets, including the UK, Europe, Canada, Asia-Pacific, and the Americas.

Key Responsibilities:

• Be a key member of the international, multilingual Customer Success team, driving customer acquisition by converting warm sales leads into active clients.
• Deliver exceptional customer service by addressing inquiries, resolving issues, and ensuring a smooth onboarding process.
• Guide customers through the KYC (Know Your Customer) verification process and assist with application support.
• Promote the value of the company's offerings to both individual and business clients.
• Persuasively convert warm sales leads into active clients by explaining how our solutions can add value to their lives.
• Maintain accurate and detailed records of outgoing and incoming calls, follow-ups, and outcomes.

Requirements:

• 2+ years of relevant experience in customer success, client relationship management, or sales, ideally in financial services, fintech, or blockchain sectors.
• Familiarity with KYC procedures and compliance regulations.
• Experience working with a global, multilingual customer base is a plus.
• Exceptional customer service delivery skills.
• Excellent communication skills, both written and verbal, in English.
• Multilingual capabilities are a plus, with bilingual candidates preferred
• Strong understanding of the sales cycle, marketing, and business development practices.
• Proactive, goal-oriented mindset with a strong drive to succeed.
• Ability to thrive in a fast-paced, dynamic business environment.
• Desired knowledge in Salesforce, Confluence, Jira, Zoom, Slack, and Google Workspace.

Note: This position is exclusively for Malaysian applicants.

What We Offer:

• Competitive salary
• Remote/hybrid work options
• Birthday leave
• Ongoing professional development opportunities
• A welcoming and supportive culture
• A diverse, global team with quarterly meetups
• Location: Malaysia