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Retention Specialist
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Responsibilities
- Manage and nurture relationships with current clients to maximize retention and satisfaction.
- Improving and implementing retention campaigns and loyalty programs tailored to Link clients.
- Assist in cross-functional program management (such as Travel Rule, Fiat (Binance Connect), KYC modules and periodic reviews of accounts).
- Monitor partner activity and user engagement to identify potential churn risks and proactively address them.
- Coordinate with cross-functional teams (e.g., TechOps, Marketing, Customer Support, Compliance) to resolve partner issues and improve service delivery.
- Handle day-to-day administrative tasks related to partner accounts, including onboarding support, documentation, and compliance follow-ups.
- Track and report on retention metrics, providing insights and recommendations for continuous improvement.
- Serve as a point of contact for clients regarding operational queries and minor escalations.
Requirements
- 0-3 years of experience in client retention, account management, or customer success, preferably in brokerage
- Language requirement, English & Mandarin is required to be able to coordinate with overseas stakeholders
- Familiar with the use of a CRM tool
- Worked autonomously within or with a sales team
- Client portfolio including institutional clients, HNW individuals, prop trading firms, private bank customers with brokers, futures institutions or commercial banks and etc
- Strong communication, ability to be flexible in a variety of situations, excellent relationship maintenance and sales skills, able to work under pressure
- Passionate about crypto. Industry experience would be of an advantage
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