We are seeking a highly motivated and experienced Product / Implementation Specialist to join our team, focusing on institutional digital asset custody clients. This role is the critical link between our clients and our product, requiring deep expertise in digital asset custody processes, regulated finance, entity structures, and execution-focused problem-solving.
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.
Required Skills & Experience
Institutional & Regulatory Experience: Track record working with regulated financial products for institutional clients (e.g., hedge funds, asset managers, banks).
Digital Asset Domain Knowledge: Deep understanding of the digital asset custody space, including concepts like private key management, blockchain mechanics, and core custody operations (withdrawals, deposits, transfers).
Solutions Architecture: Demonstrated ability to scope out complex client requirements, propose technical solutions, and create detailed specifications for implementation teams.
Project Leadership: Proven ability to lead cross-functional delivery teams, take initiative, and produce measurable results and outcomes.Client Communication: Excellent verbal and written communication skills, with the ability to convey complex technical concepts to a non-technical audience.
Timezone Commitment: Diligence and willingness to align working hours to effectively serve institutional clients during US business hours.
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.
