Relationship manager

Role Overview

The Relationship Manager is responsible for developing and maintaining long-term partnerships with institutional and fintech clients using the firm’s brokerage, trading infrastructure, and investment services. This role focuses on client success, engagement, and strategic account development, ensuring clients fully leverage the firm’s capabilities while delivering a seamless operational and service experience.

Acting as the primary point of contact for assigned clients, the Relationship Manager works closely with internal teams across trading, product, operations, technology, and compliance to support client onboarding, resolve issues, coordinate product enhancements, and identify opportunities to deepen partnerships.

The role requires a strong understanding of electronic trading, brokerage infrastructure, and fintech ecosystems, particularly in areas such as API-based brokerage, cross-border investing, and embedded finance.

Success in this role is defined by client satisfaction, platform adoption, account growth, and long-term partnership development, rather than direct sales targets.

Responsibilities:

1. Serve as the primary relationship owner for a portfolio of institutional, fintech, or broker clients. Develop a deep understanding of clients’ business models, trading flows, and strategic priorities, building trust and rapport while identifying areas of revenue growth opportunity.
2. Work closely with the sales team and assigned clients to establish relationships as a trusted partner to help ensure the continued value of our products and services across onboarding, implementation, training, adoption, retention, and satisfaction
3. Develop and maintain customer service best practices as well as content, in partnership with teams across the organisation (Operations, Technology, Legal and Compliance, Finance, etc.). Document workflows and processes across functions where required for clients.
4. Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth (up-sell and cross-sell), and share learnings.
5. Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals
6. Analyse data, diagnose client needs, make accurate conclusions and provide recommendations
7. Collaborate, problem-solve, and/or strategize with team members on client interactions

Qualifications and Experience:

1. Bachelor’s degree in Finance, Business, Economics, or a related field.
2. Approximately 5–8 years of experience in financial services, brokerage, fintech, capital markets, or a related environment.
3. Experience working with institutional clients, brokers, banks, fintech platforms, or wealth managers is preferred.
4. Strong understanding of electronic trading, brokerage operations, or capital markets infrastructure is an advantage.
5. Proven ability to manage client relationships independently, coordinate across internal teams, and drive issues to resolution.
6. Highly organized with strong problem-solving and execution skills, able to manage multiple priorities in a fast-paced environment.
7. Comfortable interacting with both commercial and technical stakeholders, including product, operations, and technology teams.
8. Excellent communication and interpersonal skills, with the ability to build trusted relationships with clients and colleagues.
9. Self-motivated, proactive, and able to operate effectively with limited supervision.
10. Experience in a cross-border or international business environment is a plus.