Kinexys - Client Success - Senior Associate

Kinexys Digital Assets is a pioneering multi-asset tokenization platform that helps clients unlock new utility from their financial assets. With a global team located across London, Hong Kong, Singapore, and New York, this role involves managing the onboarding of new applications alongside ongoing support and account management to existing clients.

As a Client Success Senior Associate on the Kinexys Market Development team, you will own the end-to-end client experience across both pipeline and live clients, supporting current applications as well as those in development. It's a unique opportunity to collaborate with a diverse set of stakeholders, including Application Teams, Product, Operations, Engineering, and Legal. You'll join a start-up-like environment within a leading financial services firm, where you can shape and evolve the role as the business grows.

Job Responsibilities

• Manage client interactions and relationships; oversee incoming client inquiries and collaborate with relevant stakeholders to address and resolve issues.
• Build strong internal relationships to serve as a liaison between clients and various internal teams.
• Provide product demonstrations and training to clients, supporting teams during initial client activities to ensure successful outcomes.
• Coordinate and manage projects related to client needs and enhancements in collaboration with relevant teams.
• Support the development of standard operating procedures and processes for new applications, conduct regular business reviews, track client status, and ensure adherence to established processes for client onboarding and implementation.
• Develop processes for implementing innovative products, identify impacts across agreements, streamline client integration requirements, and ensure successful project launches.
• Gain a comprehensive understanding of product offerings and team capabilities to effectively address client inquiries and provide support.
• Design and develop operational models to enhance client success.

Required Qualifications, Capabilities and Skills

• 3+ years of experience or equivalent expertise in customer success or a relevant domain area.
• Interest and basic understanding of blockchain and digital assets.
• Demonstrated ability to deliver exceptional customer service with a strong desire to help customers succeed.
• Proven experience successfully engaging customers using strong verbal and written communication skills with an ability to articulate complex concepts in a clear and concise manner.
• Demonstrated experience in working with technology and the ability to troubleshoot basic technical issues and guide customers through problem-solving steps.
• Proven proficiency in managing complex projects and multiple tasks.

Preferred Qualifications, Capabilities and Skills

• Experience in an operations or onboarding role in financial services.
• Knowledge of Confluence, JIRA, and Salesforce.
• Experience working with clients/stakeholders on a global scale.
• Strong communication, writing and presentation skills.