Member of Client Experience, CXM

At Anchorage Digital, we are building the world’s most advanced digital asset platform for institutions to participate in crypto.

Anchorage Digital is a crypto platform that enables institutions to participate in digital assets through custody, staking, trading, governance, settlement, and the industry's leading security infrastructure. Home to Anchorage Digital Bank N.A., the first federally chartered crypto bank in the U.S., Anchorage Digital also serves institutions through Anchorage Digital Singapore, Porto by Anchorage Digital, and other offerings.

The company is funded by leading institutions including Andreessen Horowitz, GIC, Goldman Sachs, KKR, and Visa, with its Series D valuation over $3 billion. Founded in 2017 in San Francisco, California, Anchorage Digital has offices in New York, New York; Porto, Portugal; Singapore; and Sioux Falls, South Dakota. Learn more at anchorage.com, on X @Anchorage, and on LinkedIn.

As a Client Experience Manager, you will be the cornerstone of our client relationships, providing unparalleled white glove service to institutional clients from the moment they onboard and throughout their entire lifecycle with Anchorage Digital. Your mission is to ensure every client interaction is seamless and professional, characterized by proactive communication, meticulous account management, and a risk-conscious approach to every transaction. You'll become an expert on our clients' operations and serve as their internal advocate, anticipating their needs and ensuring they have a voice in our product development. This role requires close collaboration with your peers in Client Operations, KYC Operations, Sales, Product, and Engineering to continuously refine our processes and elevate the client experience.

Technical Skills::
• Become a Product Expert: Master Anchorage Digital's expanding product suite, including our core services in digital asset custody, trading, staking & governance, and stablecoins. You'll be the first point of contact for complex client inquiries, providing swift and capable answers, and actively educating clients on how to best leverage our platform for their specific needs.
• Navigate the Crypto Landscape: Possess an excellent understanding of blockchains and the evolving crypto industry to effectively support clients and anticipate emerging needs.
• Bridge TradFi & DeFi: Leverage your knowledge of traditional financial services, with a specific focus on hedge funds, asset managers, and institutional investors. A firm grasp of operational flows within a traditional financial institution, including Know Your Client (KYC) processes and contract management, is crucial for serving our sophisticated institutional clients. This includes understanding and navigating specialized structures like Special Purpose Vehicles (SPVs), segregated portfolios, and fund of funds.
• Apply your knowledge of risk management and compliance to ensure all client activities and transactions align with established policies and regulatory requirements.

Complexity and Impact of Work::
• This is a dynamic role where your contributions have a direct impact on our clients and our business. Your day-to-day responsibilities include:
• Client Integration & Onboarding: Provide white-glove service throughout the client onboarding process. This includes managing the operational integration of a client with the Anchorage Digital platform, ensuring a seamless and efficient transition from initial setup to go-live. You'll coordinate with internal teams to ensure a smooth and timely integration, establishing the foundation for a long-term partnership.
• Day-to-Day Client Support: Proactively and swiftly resolve client issues, working in lockstep with internal stakeholders to provide exceptional service.
• Operational Excellence: Contribute to the development and enhancement of runbooks as new processes and products are introduced. Your input will be critical for scaling our operations efficiently. Identify and drive operational process reengineering opportunities.
• Strategic Reporting: Assist in the preparation of client reporting and key metrics, providing valuable insights to senior management.
• Leveraging Emerging Technology: We are a forward-thinking team, and you'll play a role in this by having a basic understanding of AI and a passion for leveraging it to improve our operational processes. We expect you to explore how generative AI, machine learning, and automation can enhance our client service, streamline workflows, and ultimately deliver a better experience for our clients and our team.

Organizational Knowledge::
• Champion Our Vision: Understand Anchorage Digital's overarching strategy and how the Client Experience team contributes to our success. You'll be able to clearly articulate the "why" behind our work to both internal and external stakeholders.
• Be a Knowledge Hub: Efficiently source answers from our knowledge base (Notion, Slack, JIRA, Salesforce) and strategically engage subject matter experts when needed.
• Cross-Functional Partnership: Collaborate thoughtfully and effectively with team members and interdepartmental stakeholders, including Product and Engineering, to support our clients and drive company initiatives.

Communication and Influence::
• A Confident Communicator: Comfortable, confident, and effective in communicating with a wide range of clients, from startups and protocols to C-suite partners at established venture capital firms, hedge funds, and asset managers.
• A Client Advocate: Adept at digesting and articulating complex client use cases in digital assets to inform our product roadmap and prioritization. You will serve as the voice of the client to our Product and Engineering teams, ensuring their needs are met and directly influencing our future innovations.

About Anchorage Digital: Who we are

The Anchorage Village, what we call our team, brings together the brightest minds from platform security, financial services, and distributed ledger technology to provide the building blocks that empower institutions to safely participate in the evolving digital asset ecosystem. As a diverse team of more than 600 members, we are united in one common goal: building the future of finance by providing the foundation upon which value moves safely in the new global economy.

Anchorage Digital is committed to being a welcoming and inclusive workplace for everyone, and we are intentional about making sure people feel respected, supported, and connected at work—regardless of who you are or where you come from. We value and celebrate our differences and we believe being open about who we are allows us to do the best work of our lives.

Anchorage Digital is an Equal Opportunity Employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. Anchorage Digital considers qualified applicants regardless of criminal histories, consistent with other legal requirements. “Anchorage Digital” refers to services that are offered either through Anchorage Digital Bank National Association, an OCC-chartered national trust bank, or Anchorage Lending CA, LLC a finance lender licensed by the California Department of Financial Protection and Innovation, License No. 60DBO-11976, or Anchorage Digital Singapore Pte Ltd, a Singapore private limited company, all wholly-owned subsidiaries of Anchor Labs, Inc., a Delaware corporation.

Protecting your privacy rights is important to Anchorage Digital, and we work to maintain the trust and confidence of our clients when handling personal or financial information. Please see our privacy policy notices here.