VIP Account Manager

3 weeks ago

Melbourne, Victoria, Australia CoinJar Full time

Since 2013, CoinJar has provided a trusted platform for clients to buy, sell, spend and trade cryptocurrency. Founded in Australia, we now operate in the United Kingdom, Ireland, and the United States.

We are looking for a VIP Account Manager to join CoinJar's Australian team.

The VIP Account Manager will serve as the primary point of contact for CoinJar's most valuable users. This role focuses on providing proactive, tailored support to VIP users, ensuring top tier service, driving loyalty and optimising their CoinJar experience. The perfect candidate will have excellent interpersonal skills with a strong understanding of cryptocurrency and financial products.

Key responsibilities:

  • Build and nurture long-term relationships with VIP, HNW, and institutional clients, delivering tailored service and support aligned with their unique needs.
  • Act as the primary point of contact for a portfolio of high-value clients, providing proactive, responsive, and personalised account management.
  • Partner with internal teams including Compliance and Marketing to coordinate VIP-focused initiatives, feature rollouts, and support resolution.
  • Implement VIP engagement strategies, including personalised outreach, exclusive offers, and invitations to VIP-only events.
  • Stay informed on competitor offerings and industry trends to help inform CoinJar's product and service enhancements.
  • Lead proactive onboarding efforts for new VIP clients, ensuring a seamless and high-touch experience.
  • Manage inbound enquiries from sales, marketing, and institutional channels, ensuring prompt and accurate routing to relevant internal stakeholders.
  • Facilitate OTC trade execution and hedging for VIP clients as required.
  • Ensure timely, high-quality handling of VIP client issues and requests, serving as their advocate within the business.
  • Re-engage and reactivate dormant VIP accounts through targeted outreach and personalised engagement.
  • Stay up to date with macroeconomic and digital asset market developments to support execution trading conversations with clients.
    • Proven ability of building and maintaining trusted relationships with high-net-worth or high-volume clients.
    • Strong understanding of financial products, trading platforms, and crypto.
    • Exceptional interpersonal skills and emotional intelligence, with a calm and solution-oriented approach to high-pressure or demanding client interactions.
    • 3+ years of experience in account management, client services, or relationship management, preferably in financial services, crypto, or high-value customer segments.
    • In-depth knowledge of institutional client structures, expertise in Self-Managed Super Funds (SMSFs) is a bonus.
    • Experience working with multiple departments and teams to deliver outcomes for clients.
    • Fluent in English, with clear and professional communication.
      • Flexible working arrangements.
      • Fee-free trading on CoinJar.
      • Employee Incentive Program annual bonus structure which shares business performance with staff.
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