Account Manager - Customer Onboarding Specialist

Account Manager- Customer Onboarding Specialist

Impact: 

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 $102,000 - $138,000 at the Analyst level and $128,000 - $173,000 at the Associate level 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.