FalconX is hiring a

Web3 Institutional Coverage

Role: Account Manager, Revenue Team (IC 1&2)

Impact:

As an Account Manager, you will be responsible for managing and delivering on client requests and liaising between teams at FalconX to achieve client outcomes. You will act as the central point of contact for all client inquiries and work closely with other members of the Revenue organization to set and achieve direct revenue goals. Prioritization is a necessity in this role in addition to being able to navigate a highly complex product offering. This role is ultimately the glue between the client relationship and the FalconX organization so high EQ and strong relationship building skills are required.

You will also play a critical role in helping understand data and digital components, measuring the success of our marketing outreach, understanding trends, and tying marketing engagement to the growth of our business.

Responsibilities:

• Support customers as they transition from sales prospect to active user of FalconX services
• Build close long-term relationships with customers
• Sustain business growth and profitability by maximizing value through the customer experience
• Assist the sales/sales-trading teams with upsells and maintaining customer satisfaction
• Answer customer chats
• Ensure customers have a great experience through responsiveness and subject matter expertise
• Assist customers with setting up and navigating FalconX platform
• Hold product demonstrations for customers
• Demonstrate a proactive mindset, constantly thinking ahead and anticipating client needs and/or concerns, while keeping their business goals top of mind
• Assess client satisfaction and extract key business needs/issues
• Actively understand market trends to fully understand the digital asset space
• Gather client feedback around the ease of:
• Documentation submission and procurement
• Transition to using the platform
• Enhance customer training by demonstrating features that are relevant to the customer
• Ensure customers are aware of resources available to them
• Ability to escalate issues efficiently and and effectively
• Evaluate and analyze customer needs
• Follow industry influencers and analysts to understand industry trends
• Deal with customer complaints
• Help maintaining document package that is approved and reviewed by the relevant internal parties at FalconX for external client distribution
• Analyze customer data to improve customer experience

Required Skills and Qualifications:

• Clear communication skills
• Industry and product knowledge
• Strong interpersonal skills to manage relationships internally and externally
• Problem solver
• Understand technology and process as it relates to scaling customer satisfaction
• Accountability and personal organization are essential
• Data and analytical skills

Education, Experience and Licensing Requirements:

• BA/BS Degree
• 2-5 years work experience in customer success, account management or equivalent practical experience
• 1-2 years of digital asset experience is preferable
• Experience using sales tracking software
• English fluency

Apply Now: