Account Manager

We are the creators of a new fintech era!

We work on our blockchain platform, providing maximum transparency and security for more than 8 million users worldwide. Our breakthrough solutions, incredible speed of adaptation to market challenges, and technological superiority are the strengths that take us beyond ordinary companies. Our official partners include the National Football Team of Ukraine, FC Barcelona, Lifecell, FACEIT and VISA.

The future of Web3 starts with you: Account Manager!

Requirements:

• Ukrainian С2 level
• English B2+ level

• Relevant Industry Experience: Proven experience in Account Management or Customer Success within the cryptocurrency, fintech, financial services, or payments industry, with a strong understanding of the sector’s business models, operational processes, and market dynamics.
• Corporate and High-Value Client Management: Demonstrated experience managing corporate, institutional, VIP, or other high-value clients, including building long-term partnerships, maintaining client satisfaction, and identifying opportunities to strengthen business relationships.
• Client Portfolio Ownership: Ability to independently manage a client portfolio, prioritise competing requests, handle multiple tasks simultaneously, and allocate resources effectively in line with business priorities and service expectations.
• Business Needs Analysis and Solution Development: Strong ability to understand clients' business models, operational requirements, and strategic objectives, identify pain points, and coordinate the delivery of effective, tailored solutions.
• Stakeholder Management and Cross-Functional Collaboration: Excellent interpersonal and communication skills, with the ability to establish trusted relationships with stakeholders at all levels and coordinate effectively with internal teams, including Business Development, Product, Legal, Compliance, Finance, and Operations.
• Client Relationship Development and Retention: A proactive, customer-centric approach focused on building long-term client relationships, anticipating client needs, resolving issues efficiently, and contributing to client satisfaction, retention, and sustainable business growth.
• Professional Communication and Industry Awareness: Experience in a client-facing role, with the ability to communicate complex matters clearly and professionally, manage sensitive business situations, and adapt to the specific requirements of a fast-paced and evolving crypto or fintech environment.
• CRM and Client Lifecycle Management: Practical experience with Salesforce or comparable CRM platforms, including maintaining accurate client records, documenting interactions, tracking ongoing requests, and ensuring transparency across the client lifecycle.
• Business Documentation and Reporting: Strong documentation skills, including the preparation of client-related correspondence, meeting summaries, internal reports, business requirements, and process documentation.
• Compliance Awareness: Familiarity with KYC/KYB procedures, AML requirements, and relevant compliance considerations in the financial services or cryptocurrency industry is an advantage.
• Ownership and Accountability: Strong organisational skills, attention to detail, sound judgment, and the ability to work independently, take ownership of client-related matters, and ensure timely follow-up through to resolution.

Responsibilities:

• Account Portfolio Management: Manage and oversee a portfolio of corporate and high-value clients on the platform, ensuring effective account administration, service continuity, timely execution of client requests, and adherence to internal processes and service standards.
• Client Onboarding and Integration: Coordinate the onboarding of new business clients, guiding them through the account setup and Know Your Business (KYB) verification process. Act as the primary point of contact throughout onboarding, facilitating communication between clients and relevant internal teams to ensure a smooth, efficient, and timely integration into the platform.
• Client Relationship Management: Establish, develop, and maintain long-term relationships with assigned clients by understanding their business models, operational requirements, strategic objectives, and evolving needs. Proactively engage with clients to strengthen partnerships, improve satisfaction, identify potential challenges, and support long-term retention.
• Operational Support and Issue Resolution: Serve as a primary point of contact for clients regarding platform functionality, account operations, transaction-related inquiries, and other business-critical matters. Investigate client issues, coordinate resolution with relevant internal stakeholders, monitor progress, and ensure timely and transparent communication until each matter is resolved.
• Cross-Functional Coordination: Act as a central point of coordination between clients and internal departments, including Business Development, Product, Legal, Compliance, Finance, and Operations. Facilitate the resolution of complex requests, communicate client requirements, follow up on outstanding actions, and ensure alignment between client expectations and internal capabilities.
• Account Growth and Revenue Development: Identify and pursue opportunities to expand existing client relationships by increasing platform adoption, growing transaction volumes, introducing additional use cases, and developing tailored account growth strategies. Collaborate with relevant internal stakeholders to translate client business needs into commercially viable opportunities.
• Upselling and Cross-Selling: Identify opportunities to introduce additional company products, services, and platform capabilities that align with clients' business objectives. Develop a thorough understanding of the product offering, communicate relevant value propositions, coordinate product presentations or demonstrations where appropriate, and support the commercial process from opportunity identification through implementation.
• Account Planning and KPI Management: Develop and maintain structured account plans in collaboration with relevant internal teams, defining client development priorities, growth opportunities, engagement initiatives, and measurable objectives. Monitor relevant performance indicators, assess progress against established KPIs, and implement follow-up actions to support account development, client retention, and revenue growth.
• Client Activity Monitoring and Proactive Engagement: Monitor client activity, platform usage, transaction patterns, and engagement levels to identify changes in behaviour, potential churn risks, declining activity, and opportunities for further development. Initiate proactive outreach, investigate underlying issues, and coordinate appropriate retention or reactivation initiatives.
• CRM Management and Documentation: Maintain accurate, comprehensive, and up-to-date client records in Salesforce or other designated systems, including account information, communication history, meeting outcomes, client requirements, ongoing requests, commercial opportunities, and agreed action plans. Ensure proper documentation and visibility of client-related activities to support effective collaboration, reporting, and continuity of account management.
• Client Feedback and Product Improvement: Collect, analyse, and communicate client feedback, recurring pain points, product requirements, and service improvement opportunities to the relevant internal stakeholders. Support the prioritisation of client needs by providing clear business context and contributing to initiatives aimed at improving platform usability, operational efficiency, and the overall client experience.
• Risk Awareness and Compliance Coordination: Ensure that client-related activities are conducted in accordance with established internal procedures and applicable compliance requirements. Coordinate with Compliance and other relevant teams regarding KYB documentation, account reviews, and other compliance-related matters, escalating potential risks or irregularities through the appropriate internal channels.
• Client Communication and Business Reporting: Maintain regular communication with assigned clients, organise business reviews and follow-up meetings where appropriate, and provide relevant updates on ongoing initiatives, outstanding requests, and account development activities. Prepare internal reports and account summaries covering client engagement, operational matters, growth opportunities, and potential risks.
• Process Improvement and Operational Efficiency: Identify recurring operational challenges, inefficiencies, and gaps in existing account management workflows. Contribute to the development and implementation of standardised processes, documentation, and best practices to improve service quality, reduce response and resolution times, and enhance the scalability of account management operations.
• Ownership and Accountability: Take end-to-end ownership of assigned client matters, ensuring clear accountability, timely follow-up, effective stakeholder coordination, and consistent execution of agreed actions. Independently prioritise competing demands, anticipate potential issues, and maintain a high standard of professionalism and service delivery across the entire client lifecycle.

Working terms:

• Our own product;
• Paid training (3 months) with a mentor;
• Real career growth;
• Loyal and progressive management;
• Legal and accounting support;
• Paid vacation and sick days;
• Schedule: 10:00—18:00 Mon-Fri.

WhiteBIT offers all candidates an equal opportunity to join the team. All hiring decisions are made without regard to race, national origin, gender identity or sexual orientation, age, religion, disability, medical condition, marital status, familial status, veteran status, or any other legally protected characteristic of an individual.