Client Experience Team Lead, Strategic Partnerships and Integrations

Operational Support and Relationship Management: Intimately 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.

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.

Execution-Oriented Thought Partnership: In 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.

Technical Escalation & Liaison: Act as the lead 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 Digital’s regulatory standing and reputation.

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 Digital’s 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 strong experience working within regulatory frameworks.

Seasoned Financial Services: Understands 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: Manages 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: Streamlines the integration and communication of new product releases, acting as the primary driver to alleviate roadblocks between integration partners and internal teams.

Advocacy: Maintains 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.

Oversight: 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 Digital’s regulatory standing and reputation.

Cross-Team Thought Leadership & Influence: Navigate 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,

Reporting: Proactively shares information and status updates with internal stakeholders and integration partners to ensure alignment on organizational goals.

Mentorship: Effectively manages, develops, and creates growth roadmaps for CXM team members within the segment.