Customer Success Associate, FalconX

• This role requires a combination of financial acumen, communication skills, and a proactive approach to client support
• Desire to work in a results-oriented environment
• Proven experience in a client service role, preferably in crypto trading, prime brokerage, and asset management
• Top-notch verbal and written communication skills
• Well-developed analytical and problem-solving abilities
• Proficiency in CRM software and Microsoft Office Suite
• Ability to work well under in a high-demand environment
• Able manage multiple priorities and align to highest business needs
• Exceptional customer service skills and a client-focused approach
• Ability to work autonomously and collaboratively within a team
• BA/BS Degree
• 2-3+ years of work experience in a financial client service or account management role
• Experience using sales tracking software
• English fluency

Desirable

• As an Customer Success Associate on the Sales and Revenue team, you will play a crucial role in supporting the overall client relationship management and business development activities
• You will help the sales and institutional coverage teams bring new customers on board, show them how to use the platform, and give them continuous support
• This will keep our clients satisfied and help our company expand. This role requires a combination of financial acumen, communication skills, and a proactive approach to client support
• Act as the first line of contact for all client inquiries and concerns. Resolve client issues promptly and professionally, escalating when necessary
• Support essential onboarding processes and completion of KYC/KYB documentation & verification for new accounts
• Support completing DDQs for new clients to ensure KYC/KYB compliance guidelines are met
• Analyze client needs and provide tailored solutions to meet those needs by engaging with the appropriate internal teams
• Be well-educated on the FalconX product suite to assist customers with self-servicing their accounts
• Continuously support our customers in their knowledge of our platforms so they can address problems swiftly
• Collaborate with internal teams to ensure timely and reliable delivery of service
• Maintain detailed records of client interactions and transaction
• 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
• Contribute to the expansion of the client base through networking and relationship-building activities
• Quarterly travel within the United States of America, estimated total of 4-8 times a year
• Participate in all required company trainings on safety, preventing harassment, and other topics
• Must be able to be onsite in-person regularly to assist internal teams and be ready for video or audio calls and occasional in-person meetings with clients or coworkers
• Punctual, naturally timely, and a robust sense of time management
• Due to our dynamic and agile environment, you also may be required to perform additional responsibilities as requested by management in its discretion
• This role is a great opportunity for someone looking to get access to a the forefront of Institutional Digital Asset Sales
• This role provides a platform for career growth within the organization, with opportunities to progress into senior account management, institutional sales, business development, revenue operations, or other specialized areas within the business