Kelvin Machara

Client Relationship Manager @ Exness

About

Results-driven Relationship Manager with progressive experience across customer support, sales acquisition, and high-value client management within the CFD brokerage environment. Proven ability to manage VIP and institutional-level clients, drive client retention and growth, and deliver tailored solutions aligned with both client objectives and business performance. A confident communicator and trusted relationship builder, recognized for strong leadership, people skills, and a high sense of ownership. Analytical and detail-oriented, with excellent reporting and presentation capabilities, enabling informed decision-making and strategic client engagement. Customer- and market-focused, with a strong outward orientation toward understanding client needs and maximizing long-term value. Highly organized, adaptable, and effective in fast-paced, regulated environments, with a firm commitment to integrity, ethical conduct, and compliance with industry standards. Guiding Principles • Starve your distractions; feed your focus. • A calm and smooth sea never made a skilled sailor. • The path to leadership is built through service

Country

Kenya

City

Nairobi County

Industry

Financial Services

Skill

Financial Services, Business-to-Business (B2B), Retail Sales, Premier, Partner Relationship Management, Acquisitions, Sales Management, Performance Management, Microsoft Office, Management, Leadership, Project Management, Strategic Planning, Team Leadership, Financial Analysis, Customer-focused Service, Key Account Management, Account Management, Business Relationship Management

Experience

Client Relationship Manager

Exness

2024-1 - Present · 2 yrs 9 mos

Nairobi County, Kenya

1. Establish, develop, and maintain business relationships with current and prospective customers to generate new business for Exness’s products and services. 2. . Prepare activities utilizing available tools, reports, action items, and business insights to enable a productive sales activity. 3. Develop a professional and trusting relationship with an active portfolio of clients and Introducing Brokers, keeping them up-to-date with Exness’s developments to ensure they receive the highest level of service. 4. Research sources for developing prospects and for information to determine customer potential. 5. Discuss with customers, heeding to customers’ needs and concerns to offer the best solutions/alternatives to customers.

Retail Account Manager

Exness

2023-3 - Present · 3 yrs 7 mos

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

1. Prepare activities utilizing available tools, reports, action items, and business insights to enable a productive sales activity. 2. Establish, develop, and maintain business relationships with current and prospective customers to generate new business for Exness’s products and services. 3. Develop a professional and trusting relationship with an active portfolio of clients and Introducing Brokers, keeping them up-to-date with Exness’s developments to ensure they receive the highest level of service. 4. Research sources for developing prospects and for information to determine customer potential. 5. Discuss with customers, heeding to customers’ needs and concerns to offer the best solutions/alternatives to customers.

Customer Support Specialist

Exness

2022-7 - 2023-2 · 8 mos

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

1. Handle high-value customers via calls, follow up on their issues by callback. 2. Identify customers’ needs, clarify information and research every issue by answering telephone calls and process client's requests accordingly; 3. Build sustainable relationships and engage customers by doing the extra mile; 4. Ensure operating systems are functioning properly and report to the team leader or shift supervisor if it fails; 5. Escalate issues to appropriate specialists when needed via Salesforce/Jira; 6. Update clients on their request status accordingly; 7. Verify documents submitted by clients on a daily basis (excluding CY and UK);

Customer Support Executive

Exness

2021-8 - 2022-7 · 1 yr

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

1. Process client's request and solve issues via live chat, phone call and email by navigating multiple programs while paying attention to accuracy and detail; 2. Escalate the issue to the appropriate specialist when needed via SalesForce or Jira; 3. Update clients on their request status accordingly; 4. Verify documents submitted by clients within specific regions on an hourly basis; 5. Prepare and interpret reports and documentation as required in the role with acceptable detail and accuracy; 6. Understand the Company's business functions & roles by attending company seminars and meeting the required assessment target.