Account Manager - Customer Onboarding Specialist

FalconX

  • New York City, NY
  • $72,000-121,000 per year
  • Permanent
  • Full-time
  • 10 days ago
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.Account Manager- Customer Onboarding SpecialistImpact: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.Key Responsibilities:
  • 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.
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:
  • 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
Working Conditions:
  • Standard office hours, in-person in office 4 days a week, with occasional flexibility based on business needs
  • Travel may be required for client meetings and industry events
Nice to Have:
  • Experience onboarding institutional clients (e.g., hedge funds, family offices, brokers)
  • Knowledge of crypto custody, DeFi, or stablecoins or market tools like CoinGecko
  • Familiarity with compliance and regulatory requirements in financial services industry
  • Experience documenting or creating internal knowledge systems
Career Development:
  • This role provides a platform for career growth within the organization, with opportunities to progress into senior account management or specialized areas within financial services including sales and product management.
Company Culture:
  • Our company values a collaborative and dynamic work environment, fostering continuous learning and professional development. We are committed to the success of our employees and customers alike.
The base pay for this role is expected to be between $72,000 - $121,000 in the New York City and San Francisco Bay Area. This expected base pay range is based on information at the time this post was generated. This role will also be eligible for other forms of compensation such as a performance linked bonus, equity, and a competitive benefits package. Actual compensation for a successful candidate will be determined based on a number of factors such as location, skillset, experience, qualifications and the level at which the candidate is hired.Notice at Collection and Privacy PolicyApplicants located in California and/or applying to a role based in California, please refer to our Notice at Collection and Privacy Policy .Inclusivity StatementFalconX is committed to building a diverse, inclusive, equitable, and safe workspace for all people. Our roles are intended for people from all walks of life. We encourage all those interested in applying to our organization to submit an application regardless if you are missing some of the listed background requirements, skills, or experiences!As part of our commitment to inclusivity, FalconX would like to acknowledge that the EEOC survey has limited potential responses that you can select. For legal reasons, FalconX must use this language to align with federal requirements, however, we want to ensure that you are able to provide a response to our own voluntary survey questions about your identity that best aligns with your most true self.FalconX is an equal opportunity employer and will not discriminate against an applicant or employee based on race, color, religion, national origin, ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, veteran or military status, genetic information, citizenship, or any other legally-recognized protected basis under federal, state, or local law.Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and other applicable state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on FalconX. Please inform FalconX's People team at recruiting@falconx.io, if you need assistance with participating in the application process.

FalconX