Associate, Client Services ID-11893
About the Company
Gemini is a global crypto and Web3 platform founded by Tyler Winklevoss and Cameron Winklevoss in 2014. Gemini offers a wide range of crypto products and services for individuals and institutions in over 70 countries.
Crypto is about giving you greater choice, independence, and opportunity. We are here to help you on your journey. We build crypto products that are simple, elegant, and secure. Whether you are an individual or an institution, we help you buy, sell, and store your bitcoin and cryptocurrency.
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At Gemini, our mission is to unlock the next era of financial, creative, and personal freedom.
In the United States, we have a flexible hybrid work policy for employees who live within 30 miles of our office headquartered in New York City and our office in Seattle. Employees within the New York and Seattle metropolitan areas are expected to work from the designated office twice a week, unless there is a job-specific requirement to be in the office every workday. Employees outside of these areas are considered part of our remote-first workforce. We believe our hybrid approach for those near our NYC and Seattle offices increases productivity through more in-person collaboration where possible.
The Department: Institutional Client Services
We are a dynamic group with both entrepreneurial spirit as well as enterprise experience. We have incredibly high aspirations for this year and beyond - to build a rocket ship on a rocket ship - and we are looking for like-minded individuals from diverse backgrounds (financial services, fintech, SaaS…) who want to carve new paths and guide the transition from the traditional world to a new more decentralized world where access to digital assets is normalized and ubiquitous. Our clients are both crypto-natives and from traditional finance and our team needs to adjust quickly to suit the clients’ needs while driving innovation.
The Role: Associate, Client Services
In an institutional world with trillions of dollars at play and a still burgeoning technology in crypto, customer experience is key. Unlike many enterprise B2B (business-to-business) models, we capture only a fraction of total customer lifetime value upon deal close; topline growth is only realized with mass adoption. Customer Success is the key to unlocking this revenue generation potential.
In this role you’ll execute on initiatives to drive customer adoption and manage wealth management accounts directly. You’ll drive customer-facing processes such as onboarding, billing, and training & education. You’ll have ample opportunity to drive process improvement and influence how the business scales. Our organization is still at an early stage and we are looking for folks who can come in on the ground floor, execute from day one, and grow into future leaders.
Responsibilities:
- Work closely with a Senior Associate to manage client accounts, building and nurturing relationships with key personnel and serve as the primary point of contact along with the Business Development team.
- Own and act as the clients’ advocate to ensure that the client needs are met. This includes stepping in to escalate issues and responding to clients quickly if you already have the solution.
- Develop a deep understanding of both current and future needs of your client-base and collaborate across the organization to address. If necessary, you will need to scope creative solutions that fit the client needs while creating a standardized, scalable process.
- Identify gaps in coverage and escalate to the appropriate Lead. In particular, you will be assigned internal projects to streamline Gemini processes using your background knowledge and the tools available. Oftentimes, these projects require cross-functional collaboration and will push you to identify the “big picture.”
Qualifications:
- 2+ years of experience in D2D institutional client-facing, end-user onboarding with a solid track record.
- Experience in fintech platform as a service, fintech software as a service, or institutional financial services. Experience in the crypto industry is preferred.
- Experience working cross-functionally, successfully delivering on projects, juggling multiple responsibilities, and assessing client priorities.
- Ability to navigate uncertain situations, operate under ambiguity, and work through volatility that come with working in a fast-paced environment.
- Team player - willing to collaborate with others across the organization, cover for teammates and flex into other areas when needed.
- Natural curiosity - strong desire to continuously learn and expand one’s knowledge in different areas and fields.
It Pays to Work Here
The compensation & benefits package for this role includes:
- Competitive starting salary
- A discretionary annual bonus
- Long-term incentive in the form of a new hire equity grant
- Comprehensive health plans
- 401K with company matching
- Paid Parental Leave
- Flexible time off
