Job description
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CPT-9398 Personal Client Manager
REQUIRED SERVICE: Business Support VA
REQUESTED EXPERIENCE TIER LEVEL: Junior Level
MIN. HOURS/WEEK: 40 hours/week
SHIFT TIME ZONE: UAE
SHIFT HOURS: TBD
SHIFT DAYS: Monday to Friday
Number of VAs: 1
GENDER PREFERENCE: N/A
LANGUAGES SPOKEN/PREFERENCE: English
ACCENT PREFERENCE: Neutral
REGION PREFERENCES: N/A
We are a fast-growing AI-driven futures trading platform that offers clients fully automated trading on major exchanges with a white-glove service model. With a global client base and aggressive growth goals, we are expanding our Client Management Team to deliver best-in-class support, retention, and performance across all client tiers.
Role Overview: As a Personal Client Manager (PCM), you will be responsible for managing a defined portfolio of clients—providing a proactive, high-touch service experience. You will act as the client’s main point of contact, ensuring smooth operations, high satisfaction, consistent performance reporting, and timely resolution of queries. This is a relationship-first role supported by clear KPIs and operational processes.
RESPONSIBILITIES:
Client Relationship Management
- Manage a portfolio of assigned clients based on AUM tier (Top 15%, Mid Segment, or <20k USDT).
- Build strong, trust-based relationships through proactive check-ins, reviews, and responsiveness.
- Maintain detailed knowledge of each client’s trading performance, profile, and engagement history.
Performance Reporting
- Create and deliver monthly reports and performance summaries tailored to your segment.
- Flag opportunities or risks based on trading outcomes, billing patterns, or engagement trends.
- Coordinate with support and billing teams to ensure client data is accurate and timely.
Retention & Upsells
- Monitor satisfaction and initiate upsell conversations where relevant (e.g. premium tier upgrades).
- Execute quarterly upsell targets (≥20% of segment).
- Reduce churn to % monthly within your managed book.
Support Escalations & Triage
Act as the escalation point for high-value or sensitive client tickets.
Collaborate with Support & Ticketing and Onboarding to resolve issues quickly.
Maintain high response standards (SLA ≤ 2 hours on escalated items).
System & Workflow Management
Use CRM tools (Google Sheets / Zoho) to track client touchpoints and tasks.
Follow internal SOPs and maintain meticulous client records.
Contribute to refining processes for client retention, reporting, and upsell automation.
REQUIRED QUALIFICATIONS:
- Education
- Bachelor’s Degree (Required) — preferably in Business, Finance, Marketing, or related field.
- Experience
- 2+ years experience in client success, relationship management, account management, or a similar customer-facing role.
- Experience in fintech, trading platforms, or financial services is highly preferred.
- Skills
- Strong written and verbal English communication skills.
- Highly organized, responsive, and detail-oriented.
- Analytical thinker — able to understand client performance data and recommend actions.
- Comfortable working across time zones and in a remote-first team environment.
- Competent with spreadsheets, CRM systems, and helpdesk tools.
Want to work with this amazing client? Apply now and join 20four7VA! Join the remote world, today.
What we offer:
- Competitive rates
- Weekly payments
- Annual rate increase (based on performance)
- Paid time off
- Paid holidays
- Various open roles are available
- Free training and upskilling
- Constant support and guidance from managers and mentors
- Clear schedules and guidelines
- A vibrant community always ready to support you
- And more!
