What are the responsibilities and job description for the Technical Account Manager position at Elwood Technologies?

Technical Account Manager - New York

About Elwood

Elwood Technologies is a FCA regulated firm that provides end-to-end institutional-grade digital asset Execution, Liquidity Access and Portfolio Monitoring & Risk Management Software. Built with institutions for institutions, Elwood's EMS offers best available price execution, smart order routing and algorithmic tooling alongside a traditional finance grade Portfolio Management System.

Our seamless end-to-end platform connects to global crypto exchanges, custodians, and liquidity providers, via a single Application Programming Interface (API). Elwood provides market infrastructure at scale, enabling financial institutions, neobanks, and corporations to access digital asset markets quickly and efficiently.

Job Description

Elwood is seeking to appoint a Technical Account Manager to join our team. We currently have Technical Account Managers based in London, New York and Singapore to ensure 24 / 7 support for our clients. You will contribute to the customer support, support workflows and problem solving requirements whilst working closely with the Engineering Product, Quants and Sales Teams. This is a hybrid role and you must be able to attend our central New York Office up to 3 times a week.

Provide Customer support to Elwood customers by investigating and troubleshooting and resolving customer issues via live chat and email
Manage, prioritise and respond to Execution and Risk representation issues enquiries.
Support clients with P&L, Trades, Positions and Risk reconciliation
Engage with customers and collaborate with third parties and partners as required to feedback on Elwood products and services.
Provide feedback to product / engineering / quants teams on Elwood product and service improvements and technical issues
Involvement in new EMS and PMS features testing including algorithms testing and risk representation validation
Gather customer requirements and articulate appropriate technical and non-technical solutions.
Proactively create and drive impactful changes across support workflows, policies and tools
Assist with Elwood customer onboarding and success of the customer relationship

Qualifications / Knowledge

Awareness and passion for blockchain and cryptocurrency and an understanding of associated markets

Understanding of full front-to-back processing cycle including pre and post Trade Life Cycle

Strong control focus

Willingness to learn about Algo execution and valuation / risk representation

Must be willing to dive into hands-on tasks, including rec of large datasets

Ability to manage client relationships ensuring alignment with the strategic roadmap and delivery commitments

A team player with good communication skills, able to build effective working relationships with other areas of the organisation.

Needs to be logical, forward thinking with good problem solving & time management skills, able to perform under pressure

SQL desirable, Python good to have

Values

Passion - You are passionate about performance and strive for perfection in delivering end-to-end solutions tailored to clients' needs.

Respect - As part of a diverse team, you have deep cultural empathy and respect for fellow workers, clients, partners, and Elwood's regulatory obligations.

Teamwork & Communication - You value cross-team collaboration, effective communication, and efficient processes that deliver best results.

Tenacity - You know that delivering the right architect design takes hard work and persistence and you bring both these qualities to table every day.

Trust & Transparency - You are willing to share your knowledge with the rest of the team and aren't afraid to ask questions to improve your work.

Excellence - Excellence is a mindset and you strive to be the best version of yourself and expect the same from others.

Why Elwood?

Join one of the fastest growing FinTech companies and help shape the future of finance

A startup with deep financial backing and a strong market presence

Our platform is enabling institutional access to the most exciting growth opportunity in Finance

Work with a modern technology stack and help solve high impact problems

Strong client focused team with a diverse background

We're a Global company and have offices in London, New York, Singapore & Jersey

Equal Opportunities

As an equal opportunity employer, you can read more about our policy here : https : / / elwood.io / diversity /

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