At Anchorage Digital, we are building the world’s most advanced digital asset platform for institutions to participate in crypto. As Client Experience Team Lead for Strategic Partnerships and Integrations, you have the opportunity to help shape and build the client service model under which Anchorage will operate with some of its most exciting, integration-based strategic ventures.
\nThis role is focused on handling operational relationship management with integration partners, including developing a deep understanding of how these partners leverage Anchorage Digital’s products, services, and API integrations to serve their businesses and end customers. This is an internal- and external-facing role, requiring leadership of cross-functional teams to drive strategic initiatives, gain consensus among stakeholders, and manage against internal and external deadlines.
\nThe successful candidate will be comfortable with navigating API-based business models, building out strong client servicing teams, and maintaining an understanding of the crypto ecosystem’s users, participants, and products (including familiarity with the requirements, behaviors, needs of institutional & retail clients engaging with liquidity providers, exchanges, agency desks, custodians, and prime brokers in both traditional finance and DeFi), as well as demonstrating strong experience in traditional financial services.
\nKey Responsibilities:
\nOperational Support and Relationship Management:
\nIntimately understand the operational construct of our integration partners to help them navigate how Anchorage Digital serves their operational needs; manage a team that provides day to day client servicing and inquiry management support for these partners.
\nCross-Segment Advocacy:
\nApply expertise in both institutional and retail crypto landscapes to anticipate client needs and advocate internally on behalf of our partners for product enhancements and services that serve a diverse user base with a white-glove service mindset.
\nExecution-Oriented Thought Partnership:
\nIn collaboration with GTM, operations, and technical teams, act as an owner in developing specialized processes and procedures to ensure our support model develops alongside the business strategy of our partners.
\nTechnical Escalation & Liaison:
\nAct as the lead point of contact for these partners, resolving high-priority escalations and managing cross-organizational dependencies to ensure a "white-glove" resolution.
\nOversight and Regulatory Integrity:
\nWhere applicable, support the design and execution of governance and quality controls to monitor the quality of external processes performed by these partners, which may impact Anchorage Digital’s regulatory standing and reputation.
\nTechnical Skills & Expertise:
\nAPI Troubleshooting & Incident Management:
\nDemonstrates familiarity/comfort with API architecture and the ability to partner with technical teams to investigate and help diagnose technical issues related to Anchorage Digital’s core product suite.
\nCrypto Domain Knowledge:
\nMaintains an excellent understanding of blockchains and their nuances, specifically how they impact both retail and institutional use cases.
\nPolicy Implementation:
\nApplies Anchorage Digital policies and procedures to resolve multifaceted issues arising from integrations; has strong experience working within regulatory frameworks.
\nSeasoned Financial Services:
\nUnderstands requirements, behaviors, needs of institutional & retail clients engaging with liquidity providers, exchanges, agency desks, custodians, and prime brokers in both traditional finance and DeFi.
\nComplexity and Impact of Work:
\nStrategic Relationship Management:
\nManages the technical and operational health of relationships with strategic clients, working in lock-step with Sales and Relationship Management to defend assets in custody.
\nCommunication and Project Management:
\nStreamlines the integration and communication of new product releases, acting as the primary driver to alleviate roadblocks between integration partners and internal teams.
\nAdvocacy:
\nMaintains the "Book of Work" for strategic integration clients, prioritizing bespoke technical requests and product/feature enhancements, as well engaging teams such as compliance, legal, and operations to design support for evolving service models and new business ventures.
\nOversight:
\nWhere applicable, support the design and execution of governance and quality controls to monitor the quality of external processes performed by these partners, which may impact Anchorage Digital’s regulatory standing and reputation.
\nCommunication and Influence:
\nCross-Team Thought Leadership & Influence:
\nNavigate ambiguity, build social capital, translate complexity, and champion the "why" by proactively identifying friction points, using data-driven insights to influence priorities & roadmap, demonstrating clear understanding of our integration partners and their importance to Anchorage Digital’s overall long-term strategy,
\nReporting:
\nProactively shares information and status updates with internal stakeholders and integration partners to ensure alignment on organizational goals.
\nMentorship:
\nEffectively manages, develops, and creates growth roadmaps for CXM team members within the segment.
\nAdditional Information About Anchorage Digital:
\nWho we are
\nThe 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.
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\nThis role is focused on handling operational relationship management with integration partners, including developing a deep understanding of how these partners leverage Anchorage Digital’s products, services, and API integrations to serve their businesses and end customers. This is an internal- and external-facing role, requiring collaboration with cross-functional teams to drive strategic initiatives, gain consensus among stakeholders, and manage against internal and external deadlines.
\nThe successful candidate will be comfortable navigating API-based business models, building and maintaining an understanding of the crypto ecosystem’s users, participants, and products (including familiarity with the requirements, behaviors, needs of institutional & retail clients engaging with liquidity providers, exchanges, agency desks, custodians, and prime brokers in both traditional finance and DeFi), as well as demonstrating strong experience in traditional financial services.
\nKey Responsibilities:
\nOperational Support and Relationship Management:
\nUnderstand the operational construct of our integration partners to help them navigate how Anchorage Digital serves their operational needs;
\nCross-Segment Advocacy:
\nApply expertise in both institutional and retail crypto landscapes to anticipate client needs and advocate internally on behalf of our partners for product enhancements and services that serve a diverse user base with a white-glove service mindset.
\nTechnical Escalation & Liaison:
\nAct as the point of contact for these partners, resolving high-priority escalations and managing cross-organizational dependencies to ensure a "white-glove" resolution.
\nOversight and Regulatory Integrity:
\nWhere applicable, support the design and execution of governance and quality controls to monitor the quality of external processes performed by these partners, which may impact Anchorage Digital’s regulatory standing and reputation.
\nTechnical Skills & Expertise:
\nAPI Troubleshooting & Incident Management:
\nDemonstrates familiarity/comfort with API architecture and the ability to partner with technical teams to investigate and help diagnose technical issues related to Anchorage Digital’s core product suite.
\nCrypto Domain Knowledge:
\nMaintains an excellent understanding of blockchains and their nuances, specifically how they impact both retail and institutional use cases.
\nPolicy Implementation:
\nApplies Anchorage Digital policies and procedures to resolve multifaceted issues arising from integrations; has intermediate experience working within regulatory frameworks.
\nFinancial Services Proficiency:
\nModerate understanding of requirements, behaviors, needs of institutional & retail clients engaging with liquidity providers, exchanges, agency desks, custodians, and prime brokers in both traditional finance and DeFi.
\nComplexity and Impact of Work:
\nStrategic Relationship Management:
\nSupports CXM Lead on the technical and operational health of relationships with strategic clients, working in lock-step with Sales and Relationship Management to defend assets in custody.
\nCommunication and Project Management:
\nAssists in the integration and communication of new product releases.
\nAdvocacy:
\nAssist, as needed, in maintaining the "Book of Work" for strategic integration clients, prioritizing bespoke technical requests and product/feature enhancements, as well as collaborating with teams such as compliance, legal, and operations in support of service models and new business ventures.
\nCommunication and Influence:
\nReporting:
\nProactively shares information and status updates with internal stakeholders and integration partners to ensure alignment on organizational goals.
\nGrowth & Development:
\nEffectively manages, develops, and creates growth roadmaps for CXM team members within the segment.
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