Product & Implementation Specialist – Digital Asset Custody

Preferred Qualifications

• Experience with settlement operations (fiat or digital assets) is a significant plus.
• Experience with software implementation and iteration in a high-growth or financial technology environment.
• A data-informed work style, viewed through a compassionate lens of the user.

Key Responsibilities

• The specialist will manage the end-to-end lifecycle of institutional clients from onboarding, integration, and ongoing product support, ensuring a seamless and secure experience.
• Client Solutions & Implementation
• Lead the Client Journey: Serve as the primary product expert and technical point of contact for institutional clients, addressing complex questions regarding custody, security, and settlement processes.
• Define Solution Structures: Scope out complex client requirements (e.g., custom staking strategies, complex settlement workflows) and design precise product and operational structures that meet these needs while adhering to regulatory constraints.
• Drive Project Execution: Coordinate and project-manage implementation plans across cross-functional teams, including Technology, Operations, Compliance, and Legal, to ensure the timely and accurate delivery of client services.
• Operational Documentation: Develop and maintain detailed internal documentation, implementation playbooks, and standardized operational procedures for core client-facing processes.
• Product & Process Improvement
• Build Client Empathy: Interact proactively with customers to deeply understand their workflows, build strong relationships, and ensure their needs are accurately met by our product offering.
• Gather Intelligence: Synthesize client feedback, market research, and analysis into actionable insights for the Product team to inform feature definition and backlog prioritization.
• Weigh Tradeoffs: Act as a product voice during client implementation, prioritizing initiatives and weighing technical and operational tradeoffs against a client’s strategic priorities.

Key Responsibilities

• The specialist will manage the end-to-end lifecycle of institutional clients from onboarding, integration, and ongoing product support, ensuring a seamless and secure experience.
• Client Solutions & Implementation
• Lead the Client Journey: Serve as the primary product expert and technical point of contact for institutional clients, addressing complex questions regarding custody, security, and settlement processes.
• Define Solution Structures: Scope out complex client requirements (e.g., custom staking strategies, complex settlement workflows) and design precise product and operational structures that meet these needs while adhering to regulatory constraints.
• Drive Project Execution: Coordinate and project-manage implementation plans across cross-functional teams, including Technology, Operations, Compliance, and Legal, to ensure the timely and accurate delivery of client services.
• Operational Documentation: Develop and maintain detailed internal documentation, implementation playbooks, and standardized operational procedures for core client-facing processes.
• Product & Process Improvement
• Build Client Empathy: Interact proactively with customers to deeply understand their workflows, build strong relationships, and ensure their needs are accurately met by our product offering.
• Gather Intelligence: Synthesize client feedback, market research, and analysis into actionable insights for the Product team to inform feature definition and backlog prioritization.
• Weigh Tradeoffs: Act as a product voice during client implementation, prioritizing initiatives and weighing technical and operational tradeoffs against a client’s strategic priorities.

Preferred Qualifications

• Experience with settlement operations (fiat or digital assets) is a significant plus.
• Experience with software implementation and iteration in a high-growth or financial technology environment.
• A data-informed work style, viewed through a compassionate lens of the user.