Vip Account Manager

7 days ago

Melbourne, 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.

**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.

**Requirements**:

- 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.

**Benefits**
- Flexible working arrangements.
- Fee-free trading on CoinJar.
- Employee Incentive Program annual bonus structure which shares business performance with staff.

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