Account Manager

Client Services – New York, NY
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Location
New York, NY
Department
Client Services
Employment Type
Full-Time
Minimum Experience

About AlphaPoint

AlphaPoint is a financial technology company helping make illiquid assets liquid. It enables customers to launch new products and services by providing institutions enterprise-grade blockchain solutions to digitize assets, launch markets, and reduce operational costs. AlphaPoint has customers across 5 continents with offices in New York, Charlotte, and San Francisco.

Position Profile

We are actively seeking an Account Manager who will be the face-of-the-firm for key partners and clients. As an Account Manager you will work with cryptocurrency exchanges globally while providing world class service and client coverage.

Job Responsibilities

  • Provide daily support for AlphaPoint’s products; serving as a domain expert across multiple product and communication channels
  • Act as a liaison between clients and internal teams including Product Support, Dev/Tech Ops and Compliance when surfacing bugs, incidents and product feedback are incoming
  • Participate in an on-call dynamic system to serve as an escalation point for high priority requests or complex investigations
  • Ability to provide white glove support for AlphaPoint’s highest priority global clients through phone, email or video calls in an articulate and empathetic manner to continuously building long-term relationships
  • Internal point of escalation to report on service agreement standing for internal Financial and Execute Team Members.
  • Drive impactful changes across internal/external workflows and tools by working with AlphaPoint sales, engineering, and product teams daily
  • Facilitate pre/post onboard client interactions to highlight key points, new developments, and answer technical operational, business or product/service inquiries
  • Collaborate with vendor partners and internal support teams to identify and implement on top of workflow gaps and areas where process improvement opportunities need to be capitalized on
  • Ensure that AlphaPoint client and partner deliverables arrive in the highest quality, on time and are prioritized and fulfilled in an appropriate manor
  • Prepare and present reports on AlphaPoint product and service relationship status’ to internal stakeholders
  • Ability to work with an internationally distributed team
  • Show the highest level of professionalism internally and externally daily

Required Skills & Experience

  • 4+ years’ experience in an account management, agent, trading system operator, or similar role
  • Strong Bitcoin/Cryptocurrency familiarity and/or past hands-on experience within the industry
  • Experience with high priority clients, compliance, product support, payments, fraud, or other relevant operational domains
  • Crisis Management, Negotiation and/or Mediation skills highly regarded
  • Team player with strong time-management skills, composed attitude, and an ability to understand and process a large scope of work related to the success of AlphaPoint client’s and product services
  • Empathize with clients and their ongoing support needs with a focus on quality and attention to detail
  • Possess expert communication skills and strong analytical abilities to assess client and partner standing in terms of financial, strategic and operational implications.
  • Experience with different channels of support, including voice, e-mail and/or chat
  • Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization
  • Willingness to travel periodically to clients and partners

AlphaPoint is an equal opportunity employer committed to a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability or genetic information, gender identity or national origin.

Interested in Applying for the Role of
Account Manager?

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