Account Management Associate

Who are we

FalconX is a pioneering team of operators, investors, and builders committed to revolutionizing institutional access to the crypto markets. Operating at the intersection of traditional finance and cutting-edge technology, FalconX addresses the industry's foremost challenges: Navigating the digital asset market can be complex and fragmented, with limited products and services that support trading strategies, structures, and liquidity found in conventional financial markets. As a comprehensive solution for all digital asset strategies from start to scale, FalconX operates as the connective tissue empowering clients with seamless navigation through the ever- evolving cryptocurrency landscape.

Impact:

As an Account Management Associate 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. This role requires a combination of financial acumen, communication skills, and a proactive approach to client engagement.

General Responsibilities:

• Act as the first line of contact for all client inquiries and concerns, determining the best course of action to identify opportunities, solve problems, and navigate cross functional stakeholders .
• Independently analyze client needs, understand their business strategy and liaise with senior account coverage to provide tailored solutions to meet those needs, by engaging with the appropriate internal teams.
• 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 plans

Technical 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 team

Collaboration: Coordinate with internal teams, including sales, product and tradeOps, to ensure successful client integrations

Training: 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.
• Contribute to the expansion of the client base through networking and relationship-building activities
• Act as a trusted point of contact for escalations and high priority issues related to your scope

Required Skills and Qualifications:

• 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.

Education, Experience and Licensing Requirements:

• Degree/Masters
• 3-5 years of work experience in a financial client service or account management role.
• Experience using sales tracking software

Nice to Have:

• Familiarity with market tools like CoinGecko or crypto settlement mechanics
• Familiarity with compliance and regulatory requirements in financial services industry
• Experience documenting or creating internal knowledge systems
• Fluency in Mandarin