Technical Account Manager

About Elwood 

Due to expansion Elwood is looking expand our Technical Account Team based in our London office. This is a hands-on role and will suit someone who thrives in a fast-paced environment and is looking to make a real impact in the exciting world of digital assets. 

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 and this role will include some weekend cover.  You will contribute to the customer support, support workflows and problem solving requirements whilst working closely with the Engineering Product, Quants and Sales Teams.

• 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

What we offer:

💵  Competitive salary and compensation packages

🍎 Fully paid medical and discounted dental schemes for employees and their family

✈️ Generous time off + bank holidays

🍼 Enhanced parental leave for all employees who have been with the company for one (1) year

🍔 Fully stocked kitchen and access to Ubereats

💪 Discounted gym scheme with Fitness First

🐕‍ Employee Assistance Programme

📚 Paid study leave and personal leave

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/