Offer summary

Qualifications:

Bachelor’s Degree in Business, Finance, Marketing, or related field., At least 2 years of experience in client success or account management., Strong English communication skills, both written and verbal., Experience in fintech, trading platforms, or financial services is preferred..

Key responsibilities:

Manage a portfolio of clients, providing proactive support and building trust.

Create and deliver monthly performance reports and summaries.

Monitor client satisfaction, identify upsell opportunities, and execute upsell strategies.

Act as an escalation point for high-value client issues and collaborate with support teams.

Job description

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CPT-9398 Personal Client Manager

REQUIRED SERVICE: Business Support VA
REQUESTED EXPERIENCE TIER LEVEL: Junior Level
MIN. HOURS/WEEK: 40 hours/week
SHIFT TIME ZONE: UAE
SHIFT HOURS: TBD
SHIFT DAYS: Monday to Friday
Number of VAs: 1

GENDER PREFERENCE: N/A
LANGUAGES SPOKEN/PREFERENCE: English
ACCENT PREFERENCE: Neutral
REGION PREFERENCES: N/A

We are a fast-growing AI-driven futures trading platform that offers clients fully automated trading on major exchanges with a white-glove service model. With a global client base and aggressive growth goals, we are expanding our Client Management Team to deliver best-in-class support, retention, and performance across all client tiers.

Role Overview: As a Personal Client Manager (PCM), you will be responsible for managing a defined portfolio of clients—providing a proactive, high-touch service experience. You will act as the client’s main point of contact, ensuring smooth operations, high satisfaction, consistent performance reporting, and timely resolution of queries. This is a relationship-first role supported by clear KPIs and operational processes.

RESPONSIBILITIES:

Client Relationship Management
- Manage a portfolio of assigned clients based on AUM tier (Top 15%, Mid Segment, or <20k USDT).
- Build strong, trust-based relationships through proactive check-ins, reviews, and responsiveness.
- Maintain detailed knowledge of each client’s trading performance, profile, and engagement history.
Performance Reporting
- Create and deliver monthly reports and performance summaries tailored to your segment.
- Flag opportunities or risks based on trading outcomes, billing patterns, or engagement trends.
- Coordinate with support and billing teams to ensure client data is accurate and timely.
Retention & Upsells
- Monitor satisfaction and initiate upsell conversations where relevant (e.g. premium tier upgrades).
- Execute quarterly upsell targets (≥20% of segment).
- Reduce churn to <1% monthly within your managed book.
Support Escalations & Triage
- Act as the escalation point for high-value or sensitive client tickets.
- Collaborate with Support & Ticketing and Onboarding to resolve issues quickly.
- Maintain high response standards (SLA ≤ 2 hours on escalated items).
- System & Workflow Management
- Use CRM tools (Google Sheets / Zoho) to track client touchpoints and tasks.
- Follow internal SOPs and maintain meticulous client records.
- Contribute to refining processes for client retention, reporting, and upsell automation.

REQUIRED QUALIFICATIONS:

Education
- Bachelor’s Degree (Required) — preferably in Business, Finance, Marketing, or related field.
Experience
- 2+ years experience in client success, relationship management, account management, or a similar customer-facing role.
- Experience in fintech, trading platforms, or financial services is highly preferred.
Skills
- Strong written and verbal English communication skills.
- Highly organized, responsive, and detail-oriented.
- Analytical thinker — able to understand client performance data and recommend actions.
- Comfortable working across time zones and in a remote-first team environment.
- Competent with spreadsheets, CRM systems, and helpdesk tools.