Client Experience Manager

Anchorage Digital was founded in 2017 to advance institutional participation in digital assets. With an emphasis on security and usability, we provide the technology, infrastructure, and tools that make it easy for institutions across the world to participate in crypto. Our team brings together the brightest minds from security, finance, and distributed systems to build the infrastructure of a new financial system. We’re looking to diversify our team with people who are humble, creative, and eager to learn. We are a remote-first, global team, but provide the option of working in-office in San Francisco, New York City, Indianapolis, Sioux Falls, Porto, and Singapore. Anchorage is the premier digital asset platform for the most sophisticated institutions participating in digital assets. As a Client Experience Manager you are responsible for delivering unparalleled white glove service to our institutional clients throughout the onboarding process and on-going account management activities. 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 and managing their transactions in a risk conscious way. You will become intimately familiar with the operations of our clients and their use of our platform and will anticipate their needs and serve as an advocate for them internally. You will support client interactions with our lending and trading teams and work closely with your Client Operations teammates in ensuring processes and procedures are developed and continuously refined. Please note: this is a location-specific position and candidates must currently be based in the PACIFIC STANDARD TIME ZONE

As a Client Experience Manager you will:

• Manage clients through our client onboarding process, ensuring efficient client throughput while providing an excellent onboarding process.
• Ensure full completion of client applications and submission of KYC documentation as part of the onboarding process.
• Liaise between compliance and the client to ensure that any additional requests for information from the compliance team are fulfilled in a timely manner.
• Prepare client onboarding decks for use in screen shares during video conference calls to facilitate client understanding of the products and services they’re being onboarded for, account maintenance options and client service team. 
• Become an expert in all our product and service offerings, intimately understanding product features, lending/trading operations, and supported cryptocurrency. 
• Serve as the internal advocate for our clients to our product, engineering, compliance, trading, and lending teams.
• Participate in and build complex, multi-product client workflows and strategies to ensure our client expectations are exceeded
• Provide white glove support to our global client base through phone, email, video calls and chat in an articulate and empathetic manner
• Effectively triage and prioritize incoming client requests-- seeing each inquiry through to successful resolution.
• Collaborate with brokerage, lending, sales, and legal teams to respond to more complex client requests.
• Support brokerage and lending operations, including but not limited to client statement preparation, funds movement (trade settlement, lending/borrower payments), internal account management.
• Create client presentations, user guides, FAQs
• Participate in evening and weekend on-call rotations

You may be a fit for this role if you have:

• You have a minimum of 3 years experience managing institutional clients in a financial services setting
• You have a strong understanding of how institutional clients such as VCs, Sovereign Wealth Funds, PEs etc operate.
• You have a deep understanding of traditional financial services, products and strategies as required to provide thought leadership and strategic support to your clients and the goals they have to implement their own strategies.
• Experience with different channels of support including chat, text, telephone, email and video conference. 
• You have "executive presence," i.e. confidence and composure interfacing with financial investors and C-level executives.
• You have deep technical knowledge or are able to quickly gain that knowledge on the following subjects: blockchain, crypto-economics, security engineering
• You have a keen ability to adapt and learn quickly as business strategies evolve and new products are introduced. 
• You self-describe as some combination of the following: creative, humble, ambitious, detail-oriented, hardworking, trustworthy, eager to learn, methodical, action-oriented, and tenacious.
• You have experience using Salesforce. 
• You are currently located in the Pacific Standard Time Zone

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. :)
• You speak Spanish fluently

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 work—regardless 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 do not discriminate against qualified applicants or employees on the basis of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by federal, state, or local law, rule, or regulation.