Member of Client Experience, Anchorage Digital
CXM
Regulated crypto platform
Open for applications
Regulated crypto platform
201-500 employees
Open for applications
201-500 employees
Company mission
To help institutions participate securely in digital assets, by setting a new standard for crypto finance.
Role
Who you are
- Apply your knowledge of risk management and compliance to ensure all client activities and transactions align with established policies and regulatory requirements
- A Confident Communicator: Comfortable, confident, and effective in communicating with a wide range of clients, from startups and protocols to C-suite partners at established venture capital firms, hedge funds, and asset managers
- A Client Advocate: Adept at digesting and articulating complex client use cases in digital assets to inform our product roadmap and prioritization. You will serve as the voice of the client to our Product and Engineering teams, ensuring their needs are met and directly influencing our future innovations
What the job involves
- As a Client Experience Manager, you will be the cornerstone of our client relationships, providing unparalleled white glove service to institutional clients from the moment they onboard and throughout their entire lifecycle with Anchorage Digital
- Your mission is to ensure every client interaction is seamless and professional, characterized by proactive communication, meticulous account management, and a risk-conscious approach to every transaction
- You'll become an expert on our clients' operations and serve as their internal advocate, anticipating their needs and ensuring they have a voice in our product development
- This role requires close collaboration with your peers in Client Operations, KYC Operations, Sales, Product, and Engineering to continuously refine our processes and elevate the client experience
- Technical Skills:
- Become a Product Expert: Master Anchorage Digital's expanding product suite, including our core services in digital asset custody, trading, staking & governance, and stablecoins
- You'll be the first point of contact for complex client inquiries, providing swift and capable answers, and actively educating clients on how to best leverage our platform for their specific needs
- Navigate the Crypto Landscape: Possess an excellent understanding of blockchains and the evolving crypto industry to effectively support clients and anticipate emerging needs
- Bridge TradFi & DeFi: Leverage your knowledge of traditional financial services, with a specific focus on hedge funds, asset managers, and institutional investors
- A firm grasp of operational flows within a traditional financial institution, including Know Your Client (KYC) processes and contract management, is crucial for serving our sophisticated institutional clients
- This includes understanding and navigating specialized structures like Special Purpose Vehicles (SPVs), segregated portfolios, and fund of funds
- Apply your knowledge of risk management and compliance to ensure all client activities and transactions align with established policies and regulatory requirements
- Complexity and Impact of Work:
- This is a dynamic role where your contributions have a direct impact on our clients and our business
- Your day-to-day responsibilities include:
- Client Integration & Onboarding: Provide white-glove service throughout the client onboarding process
- This includes managing the operational integration of a client with the Anchorage Digital platform, ensuring a seamless and efficient transition from initial setup to go-live
- You'll coordinate with internal teams to ensure a smooth and timely integration, establishing the foundation for a long-term partnership
- Day-to-Day Client Support: Proactively and swiftly resolve client issues, working in lockstep with internal stakeholders to provide exceptional service
- Operational Excellence: Contribute to the development and enhancement of runbooks as new processes and products are introduced
- Your input will be critical for scaling our operations efficiently
- Identify and drive operational process reengineering opportunities
- Strategic Reporting: Assist in the preparation of client reporting and key metrics, providing valuable insights to senior management
- Leveraging Emerging Technology: We are a forward-thinking team, and you'll play a role in this by having a basic understanding of AI and a passion for leveraging it to improve our operational processes
- We expect you to explore how generative AI, machine learning, and automation can enhance our client service, streamline workflows, and ultimately deliver a better experience for our clients and our team
- Organizational Knowledge:
- Champion Our Vision: Understand Anchorage Digital's overarching strategy and how the Client Experience team contributes to our success
- You'll be able to clearly articulate the "why" behind our work to both internal and external stakeholders
- Be a Knowledge Hub: Efficiently source answers from our knowledge base (Notion, Slack, JIRA, Salesforce) and strategically engage subject matter experts when needed
- Cross-Functional Partnership: Collaborate thoughtfully and effectively with team members and interdepartmental stakeholders, including Product and Engineering, to support our clients and drive company initiatives
Our take
Anchorage is a crypto-native digital asset platform offering a raft of solutions that help companies leverage blockchain technologies. Their advanced security architecture facilitates streamlined access to the complex and fragmented digital asset space.
Financial backing for Anchorage has come from prestigious investors Visa and Andreessen Horowitz. Anchorage's broad offerings are set to be matched by plans to partner across a wide spread of neobanks, challenger & incumbent banks, and corporate treasurers. This would mean an impressive expansion of their already substantial domain of influence in a rapidly developing sector.
In early 2021, Anchorage secured a national trust charter from the OCC, making it the first-ever federally chartered digital asset bank. This is significant, as it provides a good barrier to entry for other companies looking to compete in this space, and gives legacy institutions the ability to offer digital asset access to their clients. Though it has raised considerable funding in the past, crypto instability and wider macroeconomic challenges forced Anchorage to cut 20% of its staff in March 2023. 2022 clampdowns on customer due dilligence internal controllers added to the pressure on Anchorage to streamline and refocus its efforts.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-5% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Dec 2021
$350m
SERIES D
Feb 2021
$80m
SERIES C
Total funding: $487m
Company benefits
- 100% health, dental, and vision coverage for employees and their dependents
- Family comes first: we offer parental and child bonding leave to all new parents
- Meaningful equity - Every team member is a part owner in the company and community that we’re all building together
- We allow employees to work anywhere in the U.S. or Portugal, and have physical workspaces in New York, San Francisco, South Dakota, and Portugal
- Flexible time-off plan - Take time off, guilt-free, so you can recharge when you need to
- 401(k) plan & FSA account
Company HQ
Financial District, San Francisco, CA
Leadership
Diogo Mónica
(Executive Chairman)Former advisor and board member at Jscrambler and advisor at StackRox with Phd in Computer Science at Instituto Superior Tecnico.
Nathan McCauley
(CEO)Former director at Vendor Security Alliance and Docker. Former Security Engineering Manager at Square.
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