Customer Success Associate

Who are we?

FalconX is a pioneering team of operators, investors, and builders committed to revolutionizing institutional access to the crypto markets. Operating at the intersection of traditional finance and 
cutting-edge technology, FalconX addresses the industry's foremost challenges: Navigating the digital asset market can be complex and fragmented, with limited products and services that support trading strategies, structures, and liquidity found in conventional financial markets. As a comprehensive solution for all digital asset strategies from start to scale, FalconX operates as the connective tissue empowering clients with seamless navigation through the ever-
evolving cryptocurrency landscape.

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 working in institutional client coverage roles. Strong interest in working in the 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
• Crypto industry experience
• 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 [email protected], if you need assistance with participating in the application process.