Lead, Client Services

About the Company

Gemini is a global crypto and Web3 platform founded by Cameron and Tyler Winklevoss in 2014, offering a wide range of simple, reliable, and secure crypto products and services to individuals and institutions in over 70 countries. Our mission is to unlock the next era of financial, creative, and personal freedom by providing trusted access to the decentralized future. We envision a world where crypto reshapes the global financial system, internet, and money to create greater choice, independence, and opportunity for all — bridging traditional finance with the emerging cryptoeconomy in a way that is more open, fair, and secure.

The Department: Client Services

The Role: Lead, Client Services

The Client Services Leads are responsible for setting expectations internally to prepare other teams for client-impacting changes and as the escalation point for Institutional Clients. Part Ops, Part Relationship Management, 100% client-focused, you’ll execute on initiatives to drive client adoption, identify potential sales opportunities, and manage a variety of large institutional clients directly. You’ll take ownership in client-facing processes such as: customized solutions, and training & education, and day to day problem solving for clients of all sizes and all needs. You’ll have ample opportunity to drive process improvement and influence to further scale the business. Leads are expected to set standards for the team, mentor other team members, and take a hands-on approach to resolve critical issues.

This role is required to be in person twice a week at our New York City, NY office. 

Responsibilities:

• Responsible for all day-to-day institutional and other VIP accounts, building and nurturing relationships with key personnel and serving as the point of contact across the greater Gemini organization.
• Manage your client relationships and responsibilities to deliver in a timely manner. This is an independent role with the expectation that you are self-driven and motivated.
• 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. At times, you’ll be expected to facilitate projects with clients for their project needs.  
• Point person for clients, thinking critically about issues, knowing where to go to solve them and how to address them, and start to get in front of clients’ issues developing better tools, processes and runbooks for how to address the various issues clients need. 
• 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. You’ll need to be able to speak with TradFi clients across the SMA, Hedge Fund, or private entities.
• Run product demonstrations and provide an overview of all Gemini products, when necessary. You will lean on the Business Development team to help drive new sales with these clients.
• Coordinate with the Gemini Client Services team, you will help manage the process for responding to inquiries or coordinating with legal agreements.

Qualifications:

• 8+ years of experience in institutional, client-facing ops-focused roles with a solid track record of success and leadership.
• Critical thinking is a must, with the ability to think through problems while managing numerous short- and long-term projects simultaneously.
• Experience in cryptocurrency, fintech platform as a service, fintech software as a service, or institutional financial services.
• 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.
• A team player who is willing to collaborate with others across the organization, cover for teammates, and flex into other areas when needed.
• Possesses natural curiosity and a strong desire to continuously learn and expand knowledge across different areas and fields.
• Financial certifications are not required, but encouraged. Understanding the regulatory landscape in traditional financial markets will lend well as the crypto space evolves.

• 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

Salary Range: The base salary range for this role is between $112,000 - $160,000 in the State of New York, the State of California and the State of Washington. This range is not inclusive of our discretionary bonus or equity package. When determining a candidate’s compensation, we consider a number of factors including skillset, experience, job scope, and current market data.

In the United States, employees within the New York, Seattle, and Miami 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 work day. We believe our hybrid approach for those near our NYC, Seattle, and Miami offices increases productivity through more in-person collaboration where possible. Employees outside of these areas are considered part of our remote-first workforce.

At Gemini, we strive to build diverse teams that reflect the people we want to empower through our products, and 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. Equal Opportunity is the Law, and Gemini is proud to be an equal opportunity workplace. If you have a specific need that requires accommodation, please let a member of the People Team know.

#LI-MW1