• You'll become an expert on our clients' operations and serve as their internal advocate, anticipating their needs and ensuring they have a voice in our product development
• This role requires close collaboration with your peers in Client Operations, KYC Operations, Sales, Product, and Engineering to continuously refine our processes and elevate the client experience
• Become a Product Expert: Master Anchorage Digital's expanding product suite, including our core services in digital asset custody, trading, staking & governance, and stablecoins
• You'll be the first point of contact for complex client inquiries, providing swift and capable answers, and actively educating clients on how to best leverage our platform for their specific needs
• Navigate the Crypto Landscape: Possess an excellent understanding of blockchains and the evolving crypto industry to effectively support clients and anticipate emerging needs
• Bridge TradFi & DeFi: Leverage your knowledge of traditional financial services, with a specific focus on hedge funds, asset managers, and institutional investors
• A firm grasp of operational flows within a traditional financial institution, including Know Your Client (KYC) processes and contract management, is crucial for serving our sophisticated institutional clients
• This includes understanding and navigating specialized structures like Special Purpose Vehicles (SPVs), segregated portfolios, and fund of funds
• Apply your knowledge of risk management and compliance to ensure all client activities and transactions align with established policies and regulatory requirements
• This is a dynamic role where your contributions have a direct impact on our clients and our business
• Client Integration & Onboarding: Provide white-glove service throughout the client onboarding process
• This includes managing the operational integration of a client with the Anchorage Digital platform, ensuring a seamless and efficient transition from initial setup to go-live
• You'll coordinate with internal teams to ensure a smooth and timely integration, establishing the foundation for a long-term partnership
• Day-to-Day Client Support: Proactively and swiftly resolve client issues, working in lockstep with internal stakeholders to provide exceptional service
• Operational Excellence: Contribute to the development and enhancement of runbooks as new processes and products are introduced
• Your input will be critical for scaling our operations efficiently
• Identify and drive operational process reengineering opportunities
• Strategic Reporting: Assist in the preparation of client reporting and key metrics, providing valuable insights to senior management
• Leveraging Emerging Technology: We are a forward-thinking team, and you'll play a role in this by having a basic understanding of AI and a passion for leveraging it to improve our operational processes
• We expect you to explore how generative AI, machine learning, and automation can enhance our client service, streamline workflows, and ultimately deliver a better experience for our clients and our team
• You'll be able to clearly articulate the "why" behind our work to both internal and external stakeholders
• Be a Knowledge Hub: Efficiently source answers from our knowledge base (Notion, Slack, JIRA, Salesforce) and strategically engage subject matter experts when needed
• Cross-Functional Partnership: Collaborate thoughtfully and effectively with team members and interdepartmental stakeholders, including Product and Engineering, to support our clients and drive company initiatives
• A Client Advocate: Adept at digesting and articulating complex client use cases in digital assets to inform our product roadmap and prioritization

You will serve as the voice of the client to our Product and Engineering teams, ensuring their needs are met and directly influencing our future innovations

Champion Our Vision: Understand Anchorage Digital's overarching strategy and how the Client Experience team contributes to our success

A Confident Communicator: Comfortable, confident, and effective in communicating with a wide range of clients, from startups and protocols to C-suite partners at established venture capital firms, hedge funds, and asset managers