Member of Client Experience, CXM (Crypto Native)
Anchorage Digital
This job is no longer accepting applications
See open jobs at Anchorage Digital.See open jobs similar to "Member of Client Experience, CXM (Crypto Native)" Blockchain Association.Technical Skills:
- Takes accountability for understanding Anchorage Digital’s expanding business lines and services
- Applies concepts, knowledge, and implements Anchorage policies and procedures to resolve a variety of issues
- Has an excellent understanding of blockchains & crypto industry to better support clients as the industry continues to evolve
- Has an excellent understanding of Anchorage Digital’s core product to swiftly and capably field client questions
- Maintains a firm understanding of services provided in the digital asset space: custody, trading, staking & governance, stablecoins, Token Generation Events
- Develops a general understanding of prospecting and onboarding flows within a bank (e.g., Know Your Client (“KYC”), contracts, account authorization and maintenance, etc.)
Complexity and Impact of Work:
- Works in lock-step with stakeholders in support of Anchorage Digital’s clients
- Responsible for day-to-day fielding and resolving of client issues proactively and swiftly.
- Provides white-glove service during the clients’ onboarding lifecycle, including account go-live, and coordinating with internal stakeholders on process development and refinement.
- Able to contribute in the development and enhancement of runbooks as new processes develop.
Organizational Knowledge:
- Remains aware of the strategy of Anchorage Digital and what it means for the Client Experience team and for our clients
- Understands how the company’s priorities relate to their own area of work, and clearly communicates the ‘why’ behind the work.
- Can research and source answers from available information (Notion, Slack, JIRA) and properly engage subject matter experts as needed
Communication and Influence
- Work collaboratively and thoughtfully with team members and interdepartmental stakeholders.
- Comfortable, confident, and effective communicating with the full spectrum of clients, from start ups/protocols to C-suite partners at established venture capital firms.
- Able to digest and articulate complex client use-cases in digital assets to inform roadmap & prioritization
You may be a fit for this role if you have:
- General understanding of anti-money laundering concepts, and why they’re important
- Knowledge of institutional client onboarding, lifecycles, and structures
- Curiosity & Knowledge of crypto, with strong desire to continually improve knowledge
- Capable of operating in a fast-paced, dynamic environment with autonomy
- Able to face off directly with clients and internal stakeholders to reach resolution to complex problems
- Able to work collaboratively with Sales & key stakeholders throughout the client lifecycle in furtherance of meeting clients’ needs.
- Experience working with clients to address and resolve questions or challenges
- 3-5 years experience in client-facing, client service or relationship management role.
- Proactive, open-minded, and constantly looking for ways to improve the client experience.
Although not a requirement, bonus points if:
- You were emotionally moved by the soundtrack to Hamilton, which chronicles the founding of a new financial system. :)
This job is no longer accepting applications
See open jobs at Anchorage Digital.See open jobs similar to "Member of Client Experience, CXM (Crypto Native)" Blockchain Association.