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Mercuryo logo
Mercuryo

Powering payments for the leading web3 dApps.

VIP Relationship Manager

Account ManagerSalesFull TimeRemoteSeniorTeam 201-500Since 2018H1B No SponsorCompany SiteLinkedIn

Location

United Kingdom

Posted

98 days ago

Salary

0

Seniority

Senior

English

Job Description

VIP Relationship Manager

Mercuryo

• Serve as the primary point of contact for VIP clients, delivering premium, proactive, and highly personalised support across all touchpoints. • Build strong, trusted relationships with top-tier clients through regular check-ins and timely communication. • Resolve escalated VIP issues swiftly and thoughtfully, ensuring every client feels heard, valued, and well looked after. • Provide dedicated support to our OTC client base, understanding their specific needs and ensuring a smooth, end-to-end experience. • Act as a reliable liaison between OTC clients and internal teams (Compliance, Operations, Finance) to facilitate transactions and resolve blockers efficiently. • Proactively monitor OTC client activity and flag potential issues before they escalate. • Own and continuously improve the operational foundations of the VIP programme — developing playbooks, SOPs, and workflows that ensure consistency and quality at scale. • Identify friction points in existing VIP and OTC processes and drive practical, lasting improvements. • Collaborate with internal stakeholders across Operations, Product, Compliance, and Support to streamline cross-functional workflows impacting VIP clients. • Track and report on service quality and operational KPIs related to VIP activity, using data to inform improvements. • Maintain accurate client records and documentation in line with internal standards.

Job Requirements

  • 3+ years' experience in a relationship management, client services, or customer success role — ideally with high-value or premium clients.
  • Background in fintech, crypto, payments, or a similarly fast-paced regulated environment strongly preferred.
  • Demonstrable experience supporting or managing OTC clients, or a strong understanding of OTC trading workflows, is a significant advantage.
  • Proven ability to manage complex client situations with professionalism, composure, and care.
  • Exceptional interpersonal and communication skills — comfortable engaging with senior, high-profile, or demanding clients via calls, emails, and written correspondence.
  • Data-comfortable: able to use tools like Excel, CRM platforms (e.g. Zendesk, HubSpot), and dashboards to track client activity and identify service gaps.

Benefits

  • Competitive market rate salary and performance-based incentives.
  • 22 days annual leave with an additional 6 company days, plus bank holidays.
  • Comprehensive health insurance plans.
  • Maternity & Paternity leave support.
  • Extensive benefits program.
  • Flexible work schedule and remote work options.
  • Modern offices and co-working spaces across 6 countries.
  • Working equipment.
  • Professional development and training opportunities.
  • Opportunity to shape the initiatives you’re working on.
  • Diverse and friendly team.
  • We are open-minded to new ideas.

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