Account Manager, FalconX

• Desire to work in a results-oriented environment
• Proven experience in a client service role, preferably in crypto trading, prime brokerage, and asset management
• Have advanced knowledge of the digital asset space including industry history and trends
• Excellent verbal and written communication skills
• Strong analytical and problem-solving abilities
• Proficiency in CRM software and Microsoft Office Suite
• Ability to work well under pressure and manage multiple priorities
• Exceptional customer service skills and a client-focused approach
• Ability to work independently and collaboratively within a team
• BA/BS Degree
• 3+ years of experience in customer onboarding, account management, or client success in financial services, fintech, or crypto
• Experience using sales tracking software
• English fluency

Desirable

• As an Account Manager- Customer Onboarding specialist on the Revenue team, you will play a crucial role in supporting the overall client relationship management and business development activities
• You will work closely with the sales team and institutional coverage teams to ensure the smooth execution of customer onboarding, customer platform knowledge, and ongoing customer support to foster client satisfaction and contribute to the growth of the company
• We believe onboarding should be a strategic advantage and not a bottleneck and your approach is pivotal in building trust, optimizing onboarding workflows and supporting client success from day one
• This role requires a combination of financial acumen, communication skills, and a proactive approach to client engagement
• Act as the first line of contact for new clients entering our ecosystem
• Guide customers through a smooth onboarding experience ensuring KYC/AML compliance, swift account activation and early engagement with our platform
• Help drive end-to-end customer experience beginning with a customer's first engagements with FalconX by leading their onboarding process, proactively finding solutions to align revenue, compliance, and operations teams to enable the best customer launch experience
• Customer Onboarding: Guide clients through the onboarding process, ensuring a smooth and efficient experience. Integration Planning
• Work closely with customers to understand their integration needs (systematic vs. discretionary) and develop customized integration plansTechnical support
• Liaise with internal technical teams to provide assistance to clients during the integration process, addressing any issues or concerns that may arise. Document reconciliation
• Manage the customer communications specifically reconciling required documentation for onboarding to FalconX before moving the case to compliance teamCollaboration
• Coordinate with internal teams, including sales, product and tradeOps, to ensure successful client integrationsTraining
• Conduct training sessions for clients on the use of our platform and execution tools Client communication
• Keep clients informed about the status of their onboarding, providing regular updates and addressing inquiries promptly
• Be well-educated on the FalconX product suite to assist customers with self-servicing their accounts once onboarded
• Engage in strategic collaboration with Sales, Marketing, and Product teams to ensure a coordinated approach to client management that aligns with the long term goals of the organization
• Manage and organize asks for internal stakeholders who need to sign off on customer requests/needs/requirements including TradeOps, Compliance and Legal
• Resolve client issues promptly and professionally, escalating when necessary
• Lead cross-functional communications internally and solve issues independently and in a timely manner
• Provide feedback to management regarding client satisfaction and areas for improvement
• Stay updated on industry trends and company products/services to provide informed support to clients