• Own and grow a portfolio of VIP clients in the NEA market, serving as their primary point of contact for product queries, service escalations, and account needs. • Build rapport with new and existing clients through proactive outreach, regular check-ins, and tailored support. • Monitor key client behaviour and trading patterns; flag risks and opportunities to the wider team. • Coordinate with internal teams (product, operations, compliance) to resolve client issues quickly and deliver a seamless experience. • Support client acquisition through offline events, campaigns, and referral programmes. • Maintain clean, up-to-date client records and contribute to weekly reporting on portfolio health. • Execute on team-defined VIP service standards and escalation protocols.

• Lead relationships with OKX's most strategic VIP clients in NEA — including institutional accounts, ultra-HNW individuals, and key referral partners — with higher revenue accountability than a standard RM role. • Identify and act on unspoken client needs through qualitative and quantitative analysis; produce senior-level client intelligence reports that inform product and commercial decisions. • Design and own client service frameworks — including tiering logic, escalation protocols, and service-level standards — that the broader team adopts and operates within. • Act as a senior commercial partner to marketing, product, and operations teams; influence go-to-market decisions for VIP campaigns and product launches. • Mentor and support junior RMs; provide quality reviews, share market insight, and help onboard new team members into the client management approach. • Drive new VIP acquisition through strategic partnerships, high-profile events, and executive-level networking — not just execution, but origination. • Own accurate portfolio data and lead weekly performance reviews with leadership; use data to proactively flag risks and recommend strategic adjustments.

• Designs, develops, contracts, maintains and enhances relationships with facilities, physicians and ancillary providers. • Manages and maintains relationships with healthcare providers within a network by negotiating contracts, evaluating provider performance. • Analyzes network provider performance and quality indicators, conducting regular assessments and audits. • Addresses and resolves escalated issues and concerns raised by network providers. • Collaborates with network contracting teams to negotiate and establish contractual terms and conditions.

• Own a high-volume portfolio of smaller business accounts, serving as the primary point of contact for day-to-day account needs and inquiries. • Prepare and present renewal quotes, respond to customer questions, and route agreements through DocuSign and the appropriate approval workflows. • Identify, document, and escalate at-risk accounts in Salesforce, coordinating with internal teams to execute save motions and address churn risks promptly. • Respond to inbound customer concerns, account changes, and service-related issues in a timely manner, partnering with Support to drive resolution. • Maintain regular, consistent contact with customers—reinforcing the value of their FluentStream services, addressing concerns, and keeping them informed and confident. • Guide customers on product best practices and feature adoption, helping them use their solutions more effectively and reduce reliance on reactive support. • Maintain accurate, up-to-date records of customer interactions, account health, renewal activity, and pipeline data—ensuring information is current and accessible to the broader team. • Partner with Support, Sales, and Growth teams to ensure customers receive timely assistance and a seamless experience. • Flag potential upsell or expansion opportunities and coordinate with the appropriate internal team to support customer growth. • Utilizing AI tools to find opportunities for process improvements and automation.