Member of Client Experience
About the Role
You will act as the cornerstone of client relationships, delivering white-glove service from onboarding through the full client lifecycle. You will manage operational integrations, resolve day-to-day client issues, become an expert on product capabilities, and proactively communicate with stakeholders. You will apply risk management and compliance controls to client activities, contribute to and improve runbooks and operational processes, prepare strategic client reporting, and explore AI and automation to streamline workflows. You will advocate for clients to Product and Engineering, source answers from internal knowledge tools, and coordinate across teams to ensure seamless, timely client outcomes.
Requirements
- Knowledge of blockchain technology and the crypto industry
- Experience with institutional clients such as hedge funds and asset managers
- Understanding of KYC processes and contract management
- Familiarity with SPVs, segregated portfolios, and fund of funds structures
- Experience applying risk management and compliance in financial operations
- Strong communication skills for interacting with C-level and institutional clients
- Proficiency using knowledge and collaboration tools such as Notion, Slack, JIRA, and Salesforce
- Comfort leveraging AI and automation tools to improve workflows
Responsibilities
- Provide white-glove service during client onboarding
- Manage operational integration and account setup for new clients
- Coordinate with internal teams to ensure smooth and timely integrations
- Resolve client issues proactively and swiftly
- Maintain and enhance runbooks and operational documentation
- Identify and drive operational process reengineering opportunities
- Prepare client reporting and key metrics for stakeholders
- Apply risk management and compliance controls to client transactions
- Educate and train clients on product capabilities and workflows
- Advocate for client needs to Product and Engineering
- Explore and apply AI, machine learning, and automation to improve operations
- Source answers from knowledge bases and engage subject matter experts