Account Manager, Client Services

What You’ll Be Doing (i.e., Job Duties) 

  • Serve as the primary account manager for a group of company highest value customers and institutions on our institutional products, owning the relationship from top of funnel through on platform support
  • Build and maintain strong relationships with new and existing institutional customers, driving successful integrations with the institutional product suite and impact to the overall business
  • Provide a best in class experience for our customers through effective stakeholder management, decisive prioritization, and efficient execution across institutional teams
  • Understand complex, multi-product client workflows and strategies to ensure that our institutional customers are integrated appropriately and using our product suite optimally
  • Effectively triage, manage and prioritize incoming client requests. Manage requests through to resolution, including delegating across teams of subject matter experts
  • Facilitate prospect and client demo calls, serving as subject matter expert on product features, answering technical cryptocurrency related questions, and demonstrating how the company can fit into their overall strategy
  • Distill customer feedback to internal teams including Advocacy, Engineering and Product when surfacing bugs, incidents, and product feedback

 

What We Look For In You (ie. Job Requirements)

  • Motivated by Company’s mission and creating a seamless, white-glove support experience for our highest value individual and institutional customers
  • Minimum of 6 years of relevant experience in institutional financial services, technology and/or customer support
  • Experience with relationship or account management for institutional clients, liaising with executive leadership, management, and/or senior operations contacts
  • In depth knowledge of global global financial markets, prime brokerage, margin, lending, derivatives, trading platforms, custody, and/or crypto
  • Experience with different channels of support, including voice, e-mail and/or chat
  • Fantastic communication skills in order to operate across multiple departments, stakeholders, and clients
  • Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization

Nice to haves:

  • High level of proficiency in cryptocurrency products
  • Advanced degree in business, finance, project management or customer experience