- 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.
- 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
- 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.
- Degree/Masters
- 3-5 years of work experience in a financial client service or account management role.
- Experience using sales tracking software
- 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
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Account Management Associate - Singapore - FalconX
Description
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:
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
Applicants located in California and/or applying to a role based in California, please refer to our Notice at Collection and Privacy Policy here.
Inclusivity Statement
FalconX 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 , if you need assistance with participating in the application process.
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