Customer Success Associate - FalconX

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Job Title

Customer Success Associate

Job Location

New York City, NY

Job Listing URL

https://boards.greenhouse.io/falconx/jobs/4363558005

Job Description

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.

As a Customer Success Associate for Satoshi at FalconX, you will be the primary point of contact for our valued customers, responsible for building and maintaining strong relationships, understanding their unique business needs, and driving adoption and utilization of our genAI SaaS product. You will be part of a small, foundational team working closely together to scale this product. Your role will be crucial in ensuring customer engagement, retention and satisfaction

What you'll do

Work with customers to understand their unique goals and business processes as well as provide expert knowledge of our AI application
Monitor all customer communication channels and provide high-quality and timely support to customer inquiries by troubleshooting and resolving or escalating to the appropriate team members when necessary. Take ownernership and see problems through to resolution
Conduct product demonstrations and periodic release notes demo. Provide training to customers to ensure they are using our product to its fullest potential
Qualitative and quantitative reporting on customers
Stay up-to-date on industry trends, competitive products, and customer needs to ensure we are providing the best possible customer experience
Categorize and summarize client feedback for Product teams to shape future development

Who You Are:

3+ years of experience with a mix of research analyst and customer success in the crypto industry
Bachelor's degree in Business, Marketing, Engineering or a related field. Masters degree preferred
Strong analytical skills. Experience with analytics software such as Mode, Amplitude
Fast learner, self-starter, flexible, and a proven ability to work in a demanding environment
Strong problem-solving skills with an attention to detail and the ability to handle challenging customer interactions
Excellent communication and interpersonal skills

Nice to Have's:

Experience in a SaaS-based customer organization with a proven track record in customer support, customer success, or related customer facing roles
Familiarity with Salesforce CRM
Experience working for a growth stage startup

Base pay for this role is expected to be between $95,000 and $140,000 USD. This expected base pay range is based on information at the time this post was generated. This role will also be eligible for other forms of compensation such as a performance linked bonus, equity, and a competitive benefits package. Actual compensation for a successful candidate will be determined based on a number of factors such as skillset, experience, and qualifications.

Inclusivity Statement

FalconX is committed to building a diverse, inclusive, equitable, and safe workspace for all people. Our roles are intended for people from all walks of life. We encourage all those interested in applying to our organization to submit an application regardless if you are missing some of the listed background requirements, skills, or experiences!

As part of our commitment to inclusivity, FalconX would like to acknowledge that the EEOC survey has limited potential responses that you can select. For legal reasons, FalconX must use this language to align with federal requirements, however, we want to ensure that you are able to provide a response to our own voluntary survey questions about your identity that best aligns with your most true self.

FalconX is an equal opportunity employer and will not discriminate against an applicant or employee based on race, color, religion, national origin, ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, veteran or military status, genetic information, citizenship, or any other legally-recognized protected basis under federal, state, or local law.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and other applicable state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on FalconX. Please inform FalconX’s People team at recruiting@falconx.io, if you need assistance with participating in the application process.

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