Customer Success Associate

Who are we?

FalconX is the most advanced digital asset platform for institutions. We provide trade execution, credit & treasury management, prime offering and market making services. Given our global operations, industry-leading technology and deep liquidity, we have facilitated client transactions of $1 trillion in volume. Our products & services are regulated, compliant and trusted.

We are a team of engineers, product builders, institutional sales and trading leaders, operations experts, and business strategists. Our teammates have entrepreneurial experience and come from companies such as Google, Apple, Paypal, Citadel, Bridgewater, and Goldman Sachs. And, we embody our values: Think big; Drive bold outcomes; Be one team; Iterate with speed; and be an entrepreneur.

We prioritize learning. Outcomes are mission-critical, but we also believe that learning in success and in failure will drive our continued success. Our industry is emergent - there’s no shortage of experiments to get involved with and to continue growing and learning together. 

Location: Hybrid (New York City, NY)

As an Customer Success Associate on the Sales and Revenue team, you will play a crucial role in supporting the overall client relationship management and business development activities. You will help the sales and institutional coverage teams bring new customers on board, show them how to use the platform, and give them continuous support. This will keep our clients satisfied and help our company expand. This role requires a combination of financial acumen, communication skills, and a proactive approach to client support.

Core Role Responsibilities:

• Act as the first line of contact for all client inquiries and concerns. Resolve client issues promptly and professionally, escalating when necessary
• Support essential onboarding processes and completion of KYC/KYB documentation & verification for new accounts
• Support completing DDQs for new clients to ensure KYC/KYB compliance guidelines are met
• Analyze client needs and provide tailored solutions to meet those needs by engaging with the appropriate internal teams.
• Be well-educated on the FalconX product suite to assist customers with self-servicing their accounts
• Continuously support our customers in their knowledge of our platforms so they can address problems swiftly
• Collaborate with internal teams to ensure timely and reliable delivery of service
• Maintain detailed records of client interactions and transaction
• 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

Additional Responsibilities:

• Quarterly travel within the United States of America, estimated total of 4-8 times a year
• Participate in all required company trainings on safety, preventing harassment, and other topics
• Must be able to be onsite in-person regularly to assist internal teams and be ready for video or audio calls and occasional in-person meetings with clients or coworkers.
• Punctual, naturally timely, and a robust sense of time management;
• Due to our dynamic and agile environment, you also may be required to perform additional responsibilities as requested by management in its discretion

Required 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.
• Top-notch verbal and written communication skills.
• Well-developed analytical and problem-solving abilities.
• Proficiency in CRM software and Microsoft Office Suite.
• Ability to work well under in a high-demand environment
• Able manage multiple priorities and align to highest business needs
• Exceptional customer service skills and a client-focused approach
• Ability to work autonomously and collaboratively within a team.

Education, Experience and Licensing Requirements:

• BA/BS Degree
• 2-3+  years of work experience in a financial client service or account management role.
• Experience using sales tracking software.
• English fluency 

Nice to Have:

• Experience with programming languages such as C++, Python, Java, JavaScript, Ruby, SQL, etc. (relevant courses, projects, or internships)
• Crypto or digital asset experience
• Secondary language skills particularly in Cantonese, Mandarin, Malay, Hind