Member of Client Experience, Strategic Partnerships and Integrations

Anchorage Digital

About The Position

At Anchorage Digital, we are building the worldâs 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 member of Client Experience, 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. This role is focused on handling operational relationship management with integration partners, including developing a deep understanding of how these partners leverage Anchorage Digitalâs 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. The successful candidate will be comfortable navigating API-based business models, building and maintaining an understanding of the crypto ecosystemâs 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.

Requirements

API Troubleshooting & Incident Management: Demonstrates familiarity/comfort with API architecture and the ability to partner with technical teams to investigate and help diagnose technical issues related to Anchorage Digitalâs core product suite.
Crypto Domain Knowledge: Maintains an excellent understanding of blockchains and their nuances, specifically how they impact both retail and institutional use cases.
Policy Implementation: Applies Anchorage Digital policies and procedures to resolve multifaceted issues arising from integrations; has intermediate experience working within regulatory frameworks.
Financial Services Proficiency: Moderate 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.
Strategic Relationship Management: Supports 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.
Communication and Project Management: Assists in the integration and communication of new product releases.
Advocacy: Assist, 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.
Reporting: Proactively shares information and status updates with internal stakeholders and integration partners to ensure alignment on organizational goals.
Growth & Development: Effectively manages, develops, and creates growth roadmaps for CXM team members within the segment.

Responsibilities

Operational Support and Relationship Management: Understand the operational construct of our integration partners to help them navigate how Anchorage Digital serves their operational needs
Cross-Segment Advocacy: Apply 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.
Technical Escalation & Liaison: Act as the point of contact for these partners, resolving high-priority escalations and managing cross-organizational dependencies to ensure a "white-glove" resolution.
Oversight and Regulatory Integrity: Where 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 Digitalâs regulatory standing and reputation.

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