Job Description

Member Of Client Experience, CXM (Crypto Native)

At Anchorage Digital, we are building the world's most advanced digital asset platform for institutions to participate in crypto. Anchorage Digital is a crypto platform that enables institutions to participate in digital assets through custody, staking, trading, governance, settlement, and the industry's leading security infrastructure. Home to Anchorage Digital Bank N.A., the only federally chartered crypto bank in the U.S., Anchorage Digital also serves institutions through Anchorage Digital Singapore, Porto by Anchorage Digital, and other offerings. The company is funded by leading institutions including Andreessen Horowitz, GIC, Goldman Sachs, KKR, and Visa, with its Series D valuation over $3 billion. Founded in 2017 in San Francisco, California, Anchorage Digital has offices in New York, New York; Porto, Portugal; Singapore; and Sioux Falls, South Dakota.

As a Member of Client Experience, CXM (Crypto Native) you are responsible for delivering unparalleled white glove service to our clients throughout the onboarding process and on-going account management activities. Specifically, this role will cover the client experience needs of our crypto native client base (protocols, crypto VCs, etc.).

In this role, you are responsible for ensuring an excellent onboarding experience and providing attentive care to our clients by responding to their inquiries in a timely and thoughtful manner, while managing their operational needs in a risk conscious way. You will become intimately familiar with the operations of our clients and their use of our platform, anticipate their needs, and serve as an advocate for them internally. You will support client interactions across multiple teams and work closely with your Client Operations, KYC Operations, and Sales teammates in ensuring processes and procedures are developed and continuously refined.

The Factors of Growth & Impact to help Villagers better measure impact and articulate coaching, feedback, and the rich and rewarding learning that happens while exploring, developing, and mastering the capabilities and contributions within and outside of the Member of Client Experience, CXM role:

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:

• Deep understanding of decentralized finance, smart contract interactions, and self-custody
• 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. :)

About Anchorage Digital: Who We Are

The Anchorage Village, what we call our team, brings together the brightest minds from platform security, financial services, and distributed ledger technology to provide the building blocks that empower institutions to safely participate in the evolving digital asset ecosystem. As a diverse team of more than 300 members, we are united in one common goal: building the future of finance by providing the foundation upon which value moves safely in the new global economy.

Anchorage Digital is committed to being a welcoming and inclusive workplace for everyone, and we are intentional about making sure people feel respected, supported, and connected at workregardless of who you are or where you come from. We value and celebrate our differences and we believe being open about who we are allows us to do the best work of our lives.

Anchorage Digital is an Equal Opportunity Employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. Anchorage Digital considers qualified applicants regardless of criminal histories, consistent with other legal requirements.

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