About the company
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 - thereās no shortage of experiments to get involved with and to continue growing and learning together.
Job Summary
What you'll do
šWork with customers to understand their unique goals, workflows and business processes as well as provide expert knowledge of our AI application šMonitor 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 šConduct product demonstrations and periodic release notes demo. šProvide training to customers to ensure they are using our product to its fullest potential šQualitative and quantitative reporting on customers šStay up-to-date on industry trends, competitive products, and customer needs to ensure we are providing the best possible customer experience šCategorize and summarize client feedback for Product teams to shape future development
Who You Are:
š4+ years of experience with a mix of research analyst and customer success in the fintech/ finserve/ crypto industry šHave experience handling institutional clients which is a must for this role. šBachelor's degree in Business, Finance, Engineering or a related field. Masters degree preferred šStrong analytical skills. Experience with analytics software such as Mode, Amplitude šFast learner, self-starter, flexible, and a proven ability to work in a demanding environment šStrong problem-solving skills with an attention to detail and the ability to handle challenging customer interactions šExcellent communication and interpersonal skills
