Client Experience Team Lead, Strategic Partnerships and Integrations

Crypto Pro Network; United States; On-site; USD 120,000 - 150,000; Full time

Job summary

Anchorage Digital is seeking a Client Experience Team Lead for Strategic Partnerships and Integrations in San Francisco, California. This role focuses on operational relationship management with integration partners while leading cross-functional teams. The successful candidate will have a strong understanding of both institutional and retail crypto landscapes, familiarity with API business models, and experience in financial services. Join us to help build a leading digital asset platform for institutions.

Qualifications

• Strong experience in traditional financial services and crypto ecosystem.
• Experience handling operational relationship management with integration partners.
• Ability to navigate API-based business models and manage client servicing teams.

Responsibilities

• Manage operational support and relationship management for integration partners.
• Advocate for product enhancements and services for a diverse user base.
• Lead the resolution of high-priority escalations with partners.

Skills

API Troubleshooting & Incident Management

Crypto Domain Knowledge

Policy Implementation

Seasoned Financial Services

Job description

At Anchorage Digital, we are building the world’s 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 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. This 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.

The successful candidate will be comfortable with navigating API-based business models, building out strong client servicing teams, and maintains 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.

Key Responsibilities:

• 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.

Technical Skills & Expertise:

• 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.

Complexity and Impact of Work:

• 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.

Communication and Influence:

• 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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Please see our privacy policy notices here.

Anchorage Digital is an Equal Opportunity Employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. Anchorage Digital considers qualified applicants regardless of criminal histories, consistent with other legal requirements.