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 utilisation of our genAI crypto 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, workflows 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 ownership 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:
- 4+ years of experience with a mix of research analyst and customer success in the fintech/ finserve/ crypto industry
- Have experience handling institutional clients which is a must for this role.
- Bachelor's degree in Business, Finance, 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 working in institutional client coverage roles
- 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
Notice at Collection and Privacy Policy
Applicants located in California and/or applying to a role based in California, please refer to our Notice at Collection and Privacy Policy here.
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.
